We take every complaint seriously. Our goal is to investigate thoroughly, respond transparently, and resolve fairly. Below is the step-by-step process we follow.
Submit Your Complaint
Use our online complaint form to tell us what happened. You will receive a unique ticket number instantly.
Acknowledgment (within 48 hours)
Our complaints team reviews your submission and sends an acknowledgment email confirming we have received it and outlining next steps.
Investigation (up to 5 working days)
We conduct a full investigation — reviewing inspector notes, vehicle photos, diagnostic data, and any relevant communication. We may contact you for further details.
Resolution Proposal
We present our findings and propose a fair resolution. This may include a re-inspection, partial or full refund, or another remedy appropriate to the case.
Escalation (if needed)
If you remain unsatisfied, you may escalate your complaint to our independent adjudicator or to the relevant trade body. We will provide full details on how to do this.
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