DVLA keeps callers hanging on the line
The DVLA has been criticised for the way that it handles customer complaints. Its not the actual way that the DVLA treats a complaint, but rather how long a customer is kept waiting on the phone to speak to a DVLA member of staff.
The consumer watchdog Which? arranged for mystery shoppers to call around various public bodies and large companies in order to gauge the customer experience that they received. The object of the exercise was to find out how long callers had to wait to speak to a member of staff.
This has produced a list of the top thirty organisations known as the “Hall of Shame” and the DVLA was in the top three for keeping callers hanging on the line the longest. What makes this worse is the simple fact that most of these organisations are using premium phone lines like the 0871, 0870, 0844 and 0845 numbers; these are very costly and are often used for technical help and customer service.
The DVLA who use a 0870 number made an estimated £3.4 million last from the phone line alone, which has prompted a number of complaints.
Neil Fowler of Which? Said: "Why should you pay for the privilege of making a complaint or getting a problem fixed? It's unacceptable that companies and government agencies can make big money from people calling help lines,"
"Check if there's a cheaper number or ask the company to refund the call cost. It's the least they can do if you're calling about a faulty product or bad service."
Source [Independent]
Personallyyours.co.uk who is registered with the DVLA has been in the personalised number plate industry for twenty years. They provide private number plates, rare number plates, attend number plate auctions and buy cherished number plates.
http://www.personallyyours.co.uk/
