Complaints procedure
How to raise a complaint
Contact us by phone on 0333 366 1081 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 is defective, we will re-do it at no cost under our 12 months or 12,000 miles guarantee. Where a part supplied by us has failed within the guarantee period, we will replace it. Where neither applies, 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.