Complaints Procedure

1. How we approach it

Every concern gets looked at properly — not brushed off, not rushed. As a one-person operation, you'll be dealing directly with me, not a call centre or a script. I'll treat you fairly and keep you posted throughout.

2. Getting in touch

If something about the work, the price, or how a job was handled hasn't sat right with you, get in touch as soon as you can:

It helps to include your name, roughly when the job took place, what's gone wrong, and any photos if you have them — the more I know upfront, the faster I can get to the bottom of it. Please let me know within 28 days of noticing the problem — the sooner I know, the quicker I can put it right.

3. What happens after you contact us

1. You'll hear back within 2 working days. Just a quick reply to confirm I've got your message and I'm on it.
2. I'll look into it properly. That might mean going back over the job details, or coming back out to see the van in person if that's the best way to understand what's happened.
3. You'll get a proper answer within 7 working days. If it's a more involved issue and needs longer, I'll tell you that and keep you updated rather than going quiet.
4. We sort out a fix together. Depending on what's happened, that could be a return visit to put things right, a partial refund, or another fair remedy — and I'll confirm whatever we agree in writing.

4. If you're still not happy

If my response doesn't sit right with you, say so — I'll take another look rather than considering the matter closed. The goal is always to reach an outcome that actually feels fair to you, sorted directly between us wherever possible.

If we can't resolve it within 28 days, or you're unhappy with my final written decision, you can refer your complaint, free of charge and in writing, to the Approved Workshop Scheme's Informal Dispute Resolution Service — see approvedworkshops.co.uk/awsidrs.

5. Record keeping

I keep a record of every complaint and how it was resolved, mainly so patterns don't get missed and the service keeps improving. Any details you share are handled in line with our Privacy Policy.

6. Prefer to talk it through first?

If you're not sure whether something's worth a formal complaint, or you'd just like to talk it over informally before going down that route, that's absolutely fine — reach out the same way: