Our standards of service

We aim to provide a polite and efficient service.

We also aim to complete our enquiries as quickly as possible. The time we take to deal with your case depends on the medical condition you have and the information we have to gather.

• If we can make a decision based on the information you first provided, we aim to make a decision on 88% of cases within 15 working days.

• If we need more information about your medical condition (from you, your GP or other sources), or if you are applying for a lorry or bus licence, we aim to make a decision on 85% of cases within 90 working days.

We will keep all the information provided by you or your doctors confidential and use it only for the purposes allowed by law. Under the Data Protection Act, if you pay us a small fee we must let you see the personal information we have about you. However, our registration under the act allows us to withhold certain information.