In part one of our special report on DVSA test delivery we reported on the problem of genuine pupils being blocked out of the booking system due to the agency ramping up its security.
DVSA have responded to DIA’s query on this issues with the following:
Based on the example you’ve provided, it sounds as though two separate issues may be being conflated.
Firstly, DVSA uses advanced security measures to detect and prevent automated (bot) activity on the driving test booking service. If the system detects activity that triggers these protections, users may receive a security message such as an Error 15 message and be temporarily prevented from accessing the service. This is different from having online booking access suspended. Guidance has been available on GOV.UK since 2023 explaining what customers should do if they encounter these types of access issues.
Book and manage your driving test: problems accessing the service – GOV.UK
Secondly, DVSA may suspend a customer’s online booking access where evidence suggests the terms and conditions of the booking service have been breached. This decision is based on a range of indicators and evidence. To protect the security and integrity of the service, DVSA does not publish the thresholds or criteria used. These measures are designed so that customers using the service in line with the terms and conditions are not penalised.
When a customer’s online access is suspended, they receive an email explaining the decision and the steps available to them. GOV.UK guidance also explains the review process, including how customers can ask DVSA to reconsider the decision if they believe their access has been suspended incorrectly.
Driving test booking: if your online access is suspended – GOV.UK
Between 12 May and 21 June 2026, this process was done by phone. Customer service centre colleagues have received guidance on handling these enquiries. Since 22 June 2026, customers are asked to submit evidence through an online review process, which helps DVSA determine whether, on the balance of probabilities, the terms and conditions have been breached. DVSA aims to review these requests within 10 working days. If the learner believes DVSA’s decision is still wrong, they can complain to the DVSA data protection team.
We would encourage any learner who believes their access has been suspended incorrectly to follow the review process set out in the GOV.UK guidance. We would also encourage all learners to read and understand the terms and conditions before making a booking.
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