New thread about DVLA improvements and other news

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In June DVLA published its 2024/25 complaints statistics and the following commentary about medical group complaints:

"We have trialled new ways of working over the past year to improve response times for our customers. Our average time to make a licensing decision for cases where we have all the relevant information provided is 7.53 days. Where we need to seek further information from customers or third parties, the time to decision is 44.20 days, which is a reduction of over 10 days from the previous financial year.

Medical questionnaires have been improved, making them easier to follow and complete for both the licence holder and healthcare professionals and customer information is being pre-populated, meaning customers only complete their details if there are changes.

New medical questionnaires and an improved process have also been created, for customers with a mental health condition, whereby self-declaration can be accepted allowing licences to be issued quicker. A network of specialist psychiatrists has also been established to assist with cases that require mental health enquiries. These specialists are available to provide DVLA reports in those cases where the driver’s GP or Consultant cannot provide us with the necessary information to make a licensing decision.

Operating instructions have been updated to reflect that power of attorney details issued prior to July 2020 are now accessible online meaning customers can obtain a sharecode and eradicate the need to submit physical paperwork.

When visual field tests are required, letters have been amended to advise customers to contact Specsavers

directly, who can access the request to provide advice and advise of alternative Specsavers stores that can carry out the test if necessary.

A peer review process has been introduced for those who do not work from set instructions to strengthen decision making and where customers challenge revocation, an immediate doctor’s panel review is invoked.

The use of Microsoft Power Apps has been continued with additional updates and improvements to further transform manual business operations into digital, automated processes to speed up processing and decision making."

This is helpful small scale stuff. But I still think that the medical group has a long way to go before it meets the standards expected of a Government Agency.

DVLA news items welcome, please.

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I have just seen the minutes of the last meeting of the Secretary of State’s Advisory Panel on DVLA vision matters. The meeting was back in March 2025 but the minutes are slow to appear. The following extract is of interest:

"4. Exceptional case process

The Senior DVLA Doctor requested guidance from panel on aspects of the driving assessment

process for exceptional case assessment. DVLA asked:

  • Whether a drive that was considered to be safe and to demonstrate full functional

adaptation to the visual field defect was sufficient, or whether a higher standard drive

should be required.

  • Whether there were any specific requirements from the assessment that DVLA should

specify e.g. exposure to potential hazards in the area of visual field affected by the defect.

Panel advised that an assessment drive should demonstrate safety and confirm full functional

adaptation. Panel advised that a drive without error would be an unrealistic expectation and

advised DVLA that the clinical assessor present during the driving assessment should consider

the implication of any such error on safety and whether full functional adaptation has occurred.

DVLA contracts manager suggested that DVLA should ensure that referrals to Driving Mobility

should explicitly detail the issues that DVLA require the assessment to answer."

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Thank you for sharing. I agree there is still a way for them to go yet.

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