Customer Service Level Agreement (SLA)
Our Service Standards
BrakeSafeHGV Ltd is committed to providing a reliable and responsive booking service for customers and partner test centres.
Customer Support
We aim to respond to:
- General enquiries within 1 working day
- Booking queries within 4 working hours during business hours
- Urgent operational issues as quickly as reasonably possible
Business Hours:
- Monday to Friday
- 9 am – 5:30 pm (excluding Bank Holidays)
Website Availability
We aim for:
- 99.5% annual uptime
Planned maintenance will normally be carried out outside standard business hours wherever possible
Booking Confirmation
Once payment has been successfully processed, booking confirmations are normally issued immediately by email.
If confirmation is not received within 15 minutes, customers should check their junk/spam folder before contacting support.
Payment Security
All online payments are processed using secure, encrypted payment providers.
BrakeSafeHGV Ltd does not store customers’ full payment card details.
Complaint Handling
We aim to:
- acknowledge complaints within 2 working days
- provide a full response within 10 working days
Partner Test Centres
BrakeSafeHGV carefully selects partner test centres, but each centre operates as an independent business responsible for:
- carrying out brake tests
- appointment delivery
- workshop operations
- technical advice
- repair work (where offered)
Continuous Improvement
We regularly review:
- customer feedback
- complaints
- booking performance
- website reliability
- partner performance
Contact
BrakeSafeHGV Ltd
Support: support@brakesafehgv.co.uk
Complaints: complaints@brakesafehgv.co.uk
Website: www.brakesafehgv.co.uk
