About our services

We have service level agreements and service standards for the different services that we provide.

Driving tests

We aim to:

  • give you a theory test appointment at your preferred centre within 2 weeks of your preferred date
  • give you a driving test appointment within 6 weeks of your preferred date

Annual tests for lorries, buses and trailers

We aim to keep 98% of confirmed reservations for our Vehicle Inspectors and Vehicle Standards Assessors to be at authorised testing facilities.

Vehicle operator and local bus service applications

We aim to determine:

  • 85% of goods and public service vehicle licence applications (which are unopposed and don’t need a public inquiry) within 7 weeks of getting an online application and fee - paper applications will take 9 weeks
  • 95% of complete applications to register, vary or cancel local bus service registrations within 5 working days of getting the application and fee

When you contact us, we will:

  • be polite, professional and treat you with respect
  • listen to your needs
  • give you clear and accurate information
  • adhere to the civil service code

Customer support

We aim to:

  • answer 70% of telephone calls within one minute
  • respond to enquiries and complaints within 10 working days

When you contact us, we will:

  • be polite, professional and treat you with respect
  • listen to your needs
  • give you clear and accurate information
  • adhere to the civil service code

 Vehicle approval, specialist tests and schemes

We aim to process applications for Individual Vehicle Approval within 10 working days of getting a completed application.

We aim to process applications within 5 working days for:

  • ADR tests to allow a vehicle to carry dangerous or hazardous goods by road
  • heavy goods vehicle first tests, changing plated details or notifiable alterations
  • PSV certificates of initial fitness and notifications of alternations or authentications
  • PSV Disability Discrimination Act (DDA) accessibility type approval certificates
  • replacement documents
  • permission to supply a large goods trailer for use on the road

We aim to process applications for European Community Whole Vehicle Type Approval within 60 working days.

Emails, letters and requests for information

We aim to respond to:

  • official correspondence (letters passed to us by ministers) within 20 working days
  • all ministerial correspondence within 8 working days
  • all Parliamentary questions within their due date
  • Freedom of Information requests within 20 working days

Doing business with us

When you do business with us, we aim to pay invoices within 5 working days.