1. We aim to treat our customers with courtesy and respect at all times. We expect our customers to show the same level of courtesy to our staff.
2. We aim to achieve a customer satisfaction rating of at least 90%.
3. We accept bookings made by web, post, telephone, email or in person.
4. We aim to answer all telephone calls within 15 seconds.
5. We aim to ensure that the average lead time for an appointment at an individual NCT centre is less than or equal to 15 days. You will be provided with a test, free of charge, where an appointment cannot be offered within a 28 day period, unless any of the following apply:
   • the test is overdue by more than 7 days at the time of contacting us;
   • an appointment was offered 7 days or more prior to the test due date;
   • you have made specific requests regarding suitable days, times or dates;
   • you have declined or rearranged two or more appointments;
   • you have failed to attend an appointment; or
   • you have previously accepted or requested an appointment outside of the 28 day period.

 There is no guarantee of a test appointment at short notice for cars overdue the test.

6. We will provide a retest free of charge where the use of a test lane is not required. No booking is required.
7. We aim to achieve an average lead-time of 10 days for all retests at each NCT centre.
8. We will ensure our NCT centres regularly open early mornings, late evenings and at weekends. Please refer to our published opening times at either our NCT centres
9. We aim to keep queuing times at each NCT centre to no more than 15 minutes from your appointment time. We will provide a free test if the queue time to start of test is over 65 minutes.
10. We will provide you with an easy to understand test report and advise you of any defects on your car.
11. We will reply to your written correspondence within 5 working days of receipt or, alternatively, acknowledge receipt of your correspondence within 3 working days with a full reply within 10 working days.
12. We will provide you with a fair, efficient and transparent complaints and appeals process. Please speak to the NCT centre supervisor in the first instance if you have a complaint. If you are dissatisfied with the outcome of the internal appeals process, you have the right to appeal to the AA Independent Appeals Board. If you are still dissatisfied with the outcome, then you have the right to appeal to the District Court. Please refer to our complaints and appeals policy for further details.
13. We aim to provide the very highest standards of test integrity. If however, you have any concerns related to the integrity of our test standards, we would encourage you to contact us through our online Ethics and Compliance channel. Please be assured that any information received will be treated in the strictest confidence.
14. If NCTS cancel a prearranged booking and do not give the owner of the vehicle 5 working days’ notice, a new test appointment will be provided free of charge.
15. To protect the privacy of our staff and customers, the use of recording devices of any kind e.g. smart phones, dashcams etc., are not permitted within NCT centres.