I really like the DVLA’s new email help desk system. I sent a query in regarding my photocard and counterpart, I had to select a standard query which I  got an automated reply from telling me what to do. I found that a little annoying and does waste a bit of time as it didn’t really answer my question.  So I replied back with their email reference via their online reply form and got a reply back within 3 hours.

I suggest they cut out the first step and let you type out a full initial query instead of having to wait for a reply before you can reply back with further details.

However a  great improvement, keep up the good work.