The stress and frustration customers felt as a result came across as a clear theme in the written evidence our inquiry received from members of the public. For example, one person told us “Having no contact was useless because for all I knew, my application could’ve been lost in the post and never received, if it was in progress or even done.”20 Some of our constituents also told us that when they did speak to the DVLA they found its response unhelpful.21