People trying to use their new passports to renew their driving licences are being told a glitch means they will need to pay more. It means some people cannot use the system to renew it online and will need to pay extra.
Online applications cost £14, you can pay £17 to send a paper form with your passport details on or £21.50 if you go to the Post Office. The two systems are supposed to link so that you can use your passport to confirm your identity when renewing your driving licence - so people should be able to pick any of the options.
However, the online option isn't available for some of those with new passports. One affected customer from Cardiff, who asked not to be named, said: "I've been trying to renew my driving licence over the last few days as it's about to expire. However, the online system says it cannot confirm my identity. After eventually getting through to a DVLA adviser they told me there is a technical glitch with some of the new passports (like mine which was renewed a few months ago) which means you can't renew your driving licence online.
"It means I can't renew it online for the cheaper option of £14 and instead have to get a paper form from the post office and pay a higher charge. The system is supposed to link with the new passports."
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We asked the DVLA to explain the issue and how long it will take to resolve. We also asked how many people are impacted.
At the moment, the DVLA is unable to retrieve information from their passport and a new platform is being set up although there is no timescale for that. Customers are advised to either download a D1 form and send via post which will cost £17, or alternatively, go to their local post office branch.
There are no figures for how many people are impacted. Around 2 million motorists renew their driving licence online every year and in the vast majority of cases the DVLA say it is able to use the digital signature directly from the passport office which is either on the passport or on file with the passport office. However, where the signature is not available we are unable to do this
A DVLA spokesman said: "Our online services are often the quickest and easiest way to renew a licence but in some cases, a customer may need to complete a paper application if we require further information that we have been unable to retrieve from their passport. In those instances, customers will need to send us a paper application and a UK passport number or apply via the Post Office – there’s no need for them to send in the physical passport."
The DVLA say there is no delay with straight-forward paper application.
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