Web chat absolutely useless and a complete waste of time
Wasted half an hour submitting every piece of personal information under the sun, to ask why my driving licence couldn't be renewed online when ID was verified. Agent seemed incapable of any kind of intelligent response and just left the chat without even having the manners to say goodbye. The whole experience was highly intrusive and frustrating. Then they have the cheek to tell you to treat their agents politely , when you do so excessively, you still get rudely binned off so maybe they should practice what they preach?