If we've got something wrong
A real procedure, published rather than kept in a drawer, so you know what happens next and roughly when. Nobody enjoys this page existing, which is rather the point of it existing.
- 1
Straight away
Tell us
Call 07936 843890, email [email protected] or use the form on this page. Give us the registration and what has happened. You do not need to use the word “complaint” or fill in anything formal.
- 2
Usually within 1 working day
We acknowledge it
You get a reply confirming we have it, who is dealing with it and how to reach that person directly. Not a ticket number.
- 3
Normally within 5 working days
We investigate and respond
We look at the sale record, the signed PDI sheet and the MOT history, and come back with what we think happened and what we propose to do. Some things — a diagnosis we are waiting on, a part on back order — take longer than that, and where they do we tell you why and give you a date.
- 4
Within 8 weeks at the outside
A final answer
In writing, setting out our decision and the reasons for it. If we got it wrong we say so and put it right. If we do not agree with you, we say that plainly too, and tell you where to go next.
What we won’t do
- Tell you a warranty overrides your statutory rights. It does not, and cannot — see warranty and your rights.
- Make a refund or a repair conditional on you taking down a review or signing a confidentiality agreement.
- Send you round in circles between us, the warranty administrator and a garage. If a claim needs coordinating, we coordinate it.
- Charge you for the investigation, whatever the outcome.
Data protection complaints
Handled the same way, but you can also go straight to the Information Commissioner’s Office at any point — see our privacy policy.
Last updated 26 August 2026.