Accessibility statement for Request a Duplicate V5C

This accessibility statement applies to the service to get a duplicate vehicle log book

This website is run by Driver and vehicle Licensing Agency (DVLA). We want as many people as possible to be able to use this website. For example, you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • navigate most of the website using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as simple as possible to understand.

AbilityNet has advice on making your device easier to use if you have a disability.




How accessible this service is

We know some parts of this website are not fully accessible.

Users who rely on audio feedback were hindered by incorrect use of fieldset and legend elements to group forms, illogical heading structure and instances of unlabelled or otherwise ambiguously labelled forms.

Some voice activation users have had difficulty with the labelling and consistent mark-up of elements

While the overall colour contrast was good, there were instances of focus indicators falling below the minimum required contrast ratio.




Feedback and contact information

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille email our External Communications team and we will see if we can help, or contact our Contact Centre,




Reporting accessibility problems with this website

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact the Vehicle service Manager Anthony.bamford@dvla.gov.uk




    Enforcement procedure

    The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the 'accessibility regulations'). If you're not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).




    Technical information about this website’s accessibility

    DVLA is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.




    Compliance status

    1. This website is partially compliant with the Web Content Accessibility Guidelines version 2.1. AA standard, due to non-compliances - this means the content in question is in scope of the regulations, but there’s an accessibility problem with it.




    Non-accessible content

    The content listed below is non-accessible for the following reasons.




    Non-compliance with the accessibility regulations


    WCAG Reference: 1.3.1 Info and Relationships – Level A

    • Incorrect fieldset and legend (A)

      While there is a fieldset with a legend as the first child present, the legend element does not contain a value. Due to this, there is no associating question announced for the radio buttons when navigating out of context. Additionally, GOV.UK standards suggest that the H1 should act as the legend for pages with a single question

    • Illogical heading structure (A)

      Headings do not follow a logical, hierarchical structure.

    • Unlabelled form (A)

      Form elements do not have a programmatic label.



    WCAG Reference: 2.2.1 Timing Adjustable – Level A

    • Timeout (A)

      A timeout occurs without prior warning.



    WCAG Reference: 2.4.6 Headings and Labels – Level AA

    • Ambiguous form label (AA)

      Form labels are not fully descriptive of their intended purpose.



    WCAG Reference: 3.3.3 Error Suggestion – Level AA

    • Error suggestion (AA)

      Error messages do not fully suggest all errors present.



    WCAG Reference: 1.4.11 Non-text Contrast – Level AA

    • Non-text colour contrast (AA)

      Interactive non-text elements fall below the minimum required contrast ratio of 3:1 against adjacent colour.




    What we’re doing to improve accessibility

    Driver and Vehicle Licensing Agency (DVLA) is working to improve the accessibility of all of its services. Our newer services will be updated to ensure compliance to Accessibility standards during early 2021. Our older services are currently being reviewed with the aim to replace them with simpler more accessible services during the next two years.




    Preparation of this accessibility statement

    This statement was prepared on 1 March 2021. It was last reviewed on 1 march 2021.

    This website was last tested on 09 December 2020. The test was carried out by Digital Accessibility Centre Limited.

    3 customer journeys were tested which encompassed happy and unhappy paths. This approach ensured we had a variety of user scenarios to test accessibility effectively.


    Journey 1: an end to end successful application.

    Journey 2: a system generated error induced journey as some information could not be validated by the service e.g. registration number which prevents the customer to continue as unable to find the vehicle record.

    Journey 3: a system generated error presented due to invalid characters being entered in to the service e.g VIN number