Driver and Vehicle Licensing Agency's (DVLA) contractors clamped Miss Y's car even though she had a Statutory Off Road Notification in place and was parked on a private road.
What happened
Miss Y's car was not working, so she got a Statutory Off Road Notification so that she could park it legally outside her home on a private road until she decided to have the car repaired. DVLA's contractors wrongly clamped her car. When Miss Y complained repeatedly to both DVLA and the contractor, neither organisation listened or put the mistake right by investigating the matter. She felt forced to sign a disclaimer to give up her car as she could not afford the release fee. Miss Y's car was destroyed.
What we found
DVLA's contractors should not have clamped Miss Y's car and both it and DVLA failed to resolve the mistake. DVLA did not make its appeal process clear to Miss Y. DVLA and its contractors should have investigated the matter when Miss Y first got in touch. Its complaint handling was poor and its explanations to Miss Y about why it clamped her car were inconsistent.
Putting it right
DVLA apologised to Miss Y and paid her the value of the car it destroyed and £300 for the stress, inconvenience and frustration it caused her.
It gave drivers, its staff and its contractors clear written information about the correct procedure to follow to resolve the problem if DVLA or its contractors make a mistake.
Driver and Vehicle Licensing Agency (DVLA)
UK
Not applicable
Apology
Compensation for financial loss
Compensation for non-financial loss
Recommendation to change policy or procedure