Complaints procedure
How to raise a complaint
Contact us by phone on 0333 188 9959 or by email at hello@motorservicing.co. Include your name, vehicle registration, the date of the visit and what went wrong. If you have photographs, send them, they usually shorten the process considerably.
What happens next
- Within one working day we acknowledge your complaint and confirm who is handling it.
- Within five working days we investigate, which normally includes speaking to the technician and reviewing the service record and any call recording.
- Within ten working days we give you a written outcome and, where something has gone wrong, what we propose to do about it.
If the investigation needs longer, for example because a vehicle inspection is required, we will tell you why and give a revised date.
Putting it right
Where work carried out by us has not been performed with reasonable care and skill, you are entitled to a repeat performance or an appropriate price reduction under the Consumer Rights Act 2015, and we will arrange that at no cost to you. Where a claim does not fall within those rights, we will explain our reasoning in writing rather than simply declining.
If you are still not satisfied
Ask for the complaint to be escalated to a director, in writing, at the registered office address. You may also have the right to bring a claim in the county court, and your statutory rights under the Consumer Rights Act 2015 are unaffected by this procedure.
Last updated 31 July 2026.