Appealing a test outcome or making a complaint
Understanding and querying the test results
When you receive the test results, if you’re unclear about any of the advisory or failure items, you can discuss them with the tester immediately after the test.
The tester can show you any of the easily accessible failures on the vehicle.
This discussion must be carried out in the MOT parking bay and not in the fleet workshop. This ensures everyone’s safety.
Making comments and giving informal feedback
We welcome any comments and feedback you might have on your experience with us and how we can improve.
You can give us feedback using the form that is automatically emailed to you as an applicant or licensee during the vehicle test booking process.
Making a formal appeal against a test decision
We understand that some people might disagree with the outcome of the test and want to lodge an appeal against the decision.
If you believe that the tester’s decision is incorrect, you can make a formal appeal against the decision. Ideally this would be done whilst the vehicle is still at the Test Centre, as this improves the integrity of your appeal.
You can also lodge a formal appeal up to 48 hours after the test result is provided. Lodging an appeal once the vehicle has left the test centre may impact the appeal outcome, especially where there is any suspicion that the vehicle may have been altered since the original test.
Bear in mind that once you have left the test centre with the vehicle, its condition must remain in the same state until the appeal test takes place. You must not alter the vehicle in any way or carry out any repairs, as this will invalidate the appeal.
How to submit a formal appeal against against a test decision
To lodge an appeal, email TLCFleetTaxi@totallylocalcompany.co.uk with "appeal against test decision" in the subject line.
Include the following in the body of the email:
- your name
- your telephone number
- your email address
- the date of the vehicle test
- the vehicle registration number
- its plate number (not required for new applications)
- the details of your appeal
- any supporting information
What happens after you've appealed
Your appeal will be logged and acknowledged by the test centre. You’ll receive an email within one working day and will be provided with an appeal reference number.
The appeal will be assigned to the relevant manager who will contact you to arrange a retest within a further 2 working days. The retest is payable at the standard rate, but will be reimbursed if your appeal is upheld.
The retest will be carried out by a different authorised examiner from the original test, and the test result will be communicated to the customer immediately following the completion of the test. In some circumstances, Taxi Licensing Officers may attend the appeal test to observe.
You’ll then receive a formal notification in writing of the appeal test result.
If your appeal is upheld, you’ll be issued with an updated compliance certificate. The relevant manager will also identify any areas for improvement as a result of the appeal. This could include training gaps or process improvements. You’ll also receive a refund of your test fee in respect of the appeal test.
If your appeal is not upheld, and you remain unsatisfied with the outcome, you can request that the vehicle is tested by an independent Tester. This can be arranged with the test centre when you're there, or can be requested by emailing TLCFleetTaxi@totallylocalcompany.co.uk.
Making a complaint about the testing process
If you want to raise a concern or issue with the testing process, this will usually be dealt with as a complaint by our taxi licensing team.
If your complaint is regarding the outcome of a vehicle test, you should first lodge an appeal using the process outlined above or directly with the Test Centre before making a complaint to our taxi licensing team.
To make a complaint about the testing process, email our Taxi Licensing team at taxi.licensing@stockport.gov.uk with "complaint about a vehicle test" in the subject line.
Include the following in the body of the email:
- your name
- your telephone number
- your email address
- the date of vehicle test
- the vehicle registration number
- its plate number (not required for new applications)
- the details of the complaint, such what happened and any witnesses
- any supporting information
What happens after making a complaint
Your complaint will be logged and acknowledged by our taxi licensing team. You’ll then receive an acknowledgement email within 5 working days as well as a complaint reference number.
The complaint will be assigned to an officer to investigate. You may be asked to provide a written statement as part of the investigation.
We aim to deal with complaints like these within 28 days. However, it can sometimes take a little longer. We'll keep you informed of your complaint's progress. To ask us for an update, you can email taxi.licensing@stockport.gov.uk, quoting the complaint reference number.
Once your complaint has been investigated, our taxi licensing team will provide a written response detailing the outcome and outlining your options if you remain unsatisfied.