How to make a complaint
Provide your name, vehicle registration, relevant booking or invoice reference, what happened, when it happened and the outcome you are seeking. Use the contact details displayed on this website. Do not send payment card details.
For urgent vehicle safety concerns, stop using the vehicle where appropriate and arrange safe recovery or independent advice rather than waiting for a website response.
What happens next
We aim to acknowledge a complaint within five working days. The complaint will be reviewed using booking, authorisation, inspection and communication records. We may ask for photographs, the vehicle, replaced parts or an opportunity to inspect work.
We aim to provide a substantive response within 20 working days. Complex matters may take longer; if so, an update should explain the reason and expected next step.
Opportunity to inspect or remedy
Where a complaint concerns workmanship or parts, you should normally allow a reasonable opportunity to inspect the vehicle and, where appropriate, repeat or remedy the service. Independent work carried out before inspection can make it harder to establish the original issue, except where immediate action was reasonably necessary for safety or to prevent further loss.
Data protection complaints
Clearly mark the concern as a data protection complaint and explain the information or processing involved. The complaint will be handled separately where appropriate, records will be kept, and the outcome will explain any action taken.
You can also complain to the Information Commissioner’s Office. You are encouraged to raise the matter with us first so there is an opportunity to investigate and respond.
Escalation and other rights
If you remain dissatisfied, explain which part of the response you disagree with and provide any new evidence. The matter may be reviewed by someone not directly involved in the original decision where practicable.
This policy does not remove statutory consumer rights, rights to pursue court proceedings, chargeback rights where applicable, or the right to seek independent advice.