After the first rejection letter that I had from DVLA, I actually rang them to get some further clarification but came away thinking that I had just had a fruitless conversation with a brick wall. At the end of the call, I asked for details of the DVLA complaints procedure and was assured that I would get the information in the post but it wouldn't make any difference to their attitude. I actually thought that I wouldn't hear any more but, to my surprise, a further (unsigned) letter from them arrived in the mail earlier today along with the promised complaints leaflet. The letter can be seen below but I have deleted personal details (of me and them) to protect the innocent and not so innocent. The whole tone of the letter hints at more than a bit of intransigence and I'm not sure how much making a formal complaint will achieve but am still thinking of having a go. Maybe a better approach would be to write a personal letter to the Chief Executive Officer of the DVLA who would be ultimately responsible - a quick Google search says it's somebody called JULIE LENNARD.