The DVLA has faced challenges due to an increase in medical license applications. The average time for a medical case licensing decision fell to 56.6 working days in April 2026, but many still experience longer waits. Vikki Slade highlighted the disparity, noting that “the DVLA is stuck in manual whilst the rest of us are on automatic.”

To address these delays, the DVLA has hired 43 new medical caseworkers. Additionally, they have introduced new technology to support driving license applications that require medical checks. In fiscal year 2026, the contact center handled 964,576 queries through its webchat service.

The DVLA processed 498,780 contacts through its chatbot without human intervention during the same period. This indicates a shift towards digital services aimed at improving response times and alleviating customer queries. However, officials have not confirmed whether these measures will significantly reduce the backlog.

The online portal for reporting new medical conditions opened on March 31, 2026. This development aims to streamline processes further and enhance user experience. Yet, many customers still face challenges when navigating these systems.

Slade pointed out a crucial equalities issue: “There is a real equalities issue here with the difference in processing time and communication stark when you compare people applying for standard licenses with those who are seeking medical renewals.” This highlights the need for a more equitable approach in processing different types of applications.

A spokesperson from the DVLA acknowledged the high demand for applications from customers with medical conditions, stating, “We are currently seeing exceptionally high demand for applications from customers with medical conditions, which has regrettably impacted some processing times.” As the situation continues to evolve, many await further updates on potential reforms.

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