This situation has prompted urgent calls for DVLA reforms. The agency recently reported that the average time for a medical case licensing decision dropped to 56.6 working days in April 2026, yet many still find themselves stuck in limbo. The backlog stems from an increase in the complexity of applications and a rise in customer queries.

That context matters because it highlights the disparity between standard driving license applications and those requiring medical reviews. Vikki Slade, a prominent figure advocating for change, pointed out, “The DVLA is stuck in manual whilst the rest of us are on automatic.” This statement underscores a significant issue: while technology advances elsewhere, the DVLA struggles to keep pace.

The agency has begun addressing these challenges by hiring an additional 43 medical caseworkers. This move aims to reduce processing times and improve customer service. In fiscal year 2026 alone, the DVLA processed 498,780 contacts through its chatbot without human intervention, demonstrating an effort to streamline operations.

Key statistics:

• The contact center handled 964,576 queries via webchat in FY26.
• The average time for webchat inquiries was around 90 seconds quicker than phone inquiries.
• The online portal for reporting new medical conditions opened on 31 March 2026.

The DVLA spokesperson acknowledged, “We are currently seeing exceptionally high demand for applications from customers with medical conditions, which has regrettably impacted some processing times.” The agency’s efforts to modernize its services are vital but may not be enough to meet current demand.