I had a standard licence last year, but wanted a Gold one for next year. As I have had a Gold licence in the past, the expiry date is 31st December.
I phone BW and told them. They sent me the standard licence renewal form, with instructions on how to renew on line as long as I didn't want a Gold licence.
I phoned them and said I want to upgrade to Gold. They said wait until 1st December and the application forms would be on line. They weren't.
After another week they still weren't there so I phoned again. They said they'd be on line soon but I could just use last year's one, crossing out the date and leaving the "amount" field blank (I have an annual direct debit in place), and enclosing my standard licence renewal form so they would know who I was. I sent the forms to BW (with the renewal form un-signed and over-stamped GOLD in big letters), together with the proof of insurance that they requested for a Gold licence (even though they accept the standard renewal without it). A few days later they phoned to say that I had forgotten to complete the direct debit mandate.
After some discussion I agreed to complete a new mandate. I sent it to them. They phoned a few days later to say I hadn't included the proof of insurance with the direct debit mandate. I said they already had it, they asked if I could send it again. I said I couldn't because they already had it, and I didn't have another. When I had calmed down after they asked if I could get a duplicate copy from my insurer, and after they had got my name wrong twice, they found all the pieces of paper and managed to put them all together. At last I would get my new Gold licence, I thought.
On Friday morning I received my new, standard canal licence.
I phoned to tell them what I thought of them. We then had an interesting debate where the "person" at the other end said they couldn't calculate how much rebate that would be due to when I surrender my exisiting licence, because it expires on 31st December. Eventually she agreed that the best thing would be for me to surrender my new standard licence (due to start on 1/1/10) and they would calculate the rebate for me. She then asked if I could please complete the 2009 Gold licence application form (as the 2010 ones weren't ready yet) and post it to them with the old licence discs, plus a proof of insurance and my renewal form, not forgetting of course to sign the direct debit mandate.
I think I may have melted my phone!
(edited for spelling)