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
MOT tests for heavy goods vehicles (HGVs), buses and trailers
We aim to keep 98% of confirmed reservations for our vehicle standards assessors to be at authorised testing facilities.
Vehicle operator and local bus service applications
We aim to process:
- applications for goods and public service vehicle operator licences where a public inquiry is not held, within 35 working days
- 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 50% of telephone calls within 120 seconds
- 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 within 10 working days of getting a completed application for:
- Individual Vehicle Approval
- an HGV’s first plating certificate
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
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.