Miles Brignall gives a good account of the DLVA’s failure to enable people to contact it about urgent issues (‘The service is appalling’: drivers face holdups as DVLA fails to send licences, 26 June). The DVLA website says online applications are quicker than postal ones. Having been told to stop driving and to inform the DVLA that I need a fitness-to-drive assessment, I tried to make an online application.
This proved impossible, as you have to verify your identity with Gov.uk Verify before submitting an online application to the DVLA. Despite being registered with Government Gateway, and having a valid passport, driving licence, bank accounts etc, it was impossible to register on the Verify system. I tried several times, but kept getting “failure to verify details” messages.
I complained to the agencies involved and my MP, but did not receive satisfactory replies. I have had to make a postal application and have no idea when I will be advised about my fitness to drive.
It is shocking that citizens are unable to access online government agencies because of a system that is clearly not fit for purpose. Also, those who cannot access the internet, or prefer to communicate by phone or post, should not be disadvantaged.
Maria Gray
Sandhurst, Berkshire
Have an opinion on anything you’ve read in the Guardian today? Please email us your letter and it will be considered for publication.
