Hello,
I had a similar experience with loss of documents on the my recent application for what was effectively just a keeper change (now successfully resolved).
My advice is to raise a complaint through their website. I did so and was contacted by someone from the keeper case team who I was then able to scan and email replacement documents to. It was still an uphill struggle and I had to challenge their first decision as the person at the specialist vehicles team had clearly spent no time looking at the case before passing judgement.
In the end though, they agreed to provide my V5 and just having a direct contact that you could go through made all the difference. Eventually though, all the supporting documentation I sent with the original 'lost' application was returned to me so it clearly was only mislaid.
If you post anything to the general address, it will be at least 4 weeks before it is even opened.
Try to keep your frustration in check when dealing with them and just 'ask for some help' etc.
Having got the V5 in my name, I've now had to send it off again to get the tax class updated!
I had a similar experience with loss of documents on the my recent application for what was effectively just a keeper change (now successfully resolved).
My advice is to raise a complaint through their website. I did so and was contacted by someone from the keeper case team who I was then able to scan and email replacement documents to. It was still an uphill struggle and I had to challenge their first decision as the person at the specialist vehicles team had clearly spent no time looking at the case before passing judgement.
In the end though, they agreed to provide my V5 and just having a direct contact that you could go through made all the difference. Eventually though, all the supporting documentation I sent with the original 'lost' application was returned to me so it clearly was only mislaid.
If you post anything to the general address, it will be at least 4 weeks before it is even opened.
Try to keep your frustration in check when dealing with them and just 'ask for some help' etc.
Having got the V5 in my name, I've now had to send it off again to get the tax class updated!