If something’s gone wrong
Most garages bury this page or don’t have one. We’d rather you knew exactly what to do, because a complaint handled properly costs us far less than a customer who quietly never comes back and tells eleven people why.
Ring us first — genuinely
Most problems are a misunderstanding about what was agreed, or a part that’s failed early, and both get sorted in a day. Ask for the workshop manager on 0113 496 0180, or email bookings@koionroetaa.info with your registration and the invoice number.
- We acknowledge every complaint within one working day
- We’ll ask you to bring the car back so we can see it — a fault described is not a fault diagnosed
- Inspection related to a complaint is free
- We aim to give you an answer within five working days, and to say so if it’s going to take longer
What we’ll do
- If it’s our workmanship, we put it right at our cost. That’s not a favour, it’s the Consumer Rights Act.
- If it’s a failed part we supplied, it’s a warranty claim and we handle it with the supplier.
- If it’s a separate fault, we’ll show you why, with evidence, and quote it separately. We won’t pretend an unrelated failure is our doing, and we won’t pretend ours isn’t.
- If we got it wrong on price, we correct the invoice.
Your rights under the Consumer Rights Act 2015. A service must be performed with reasonable care and skill, within a reasonable time, and at a reasonable price where none was agreed. If it isn’t, you’re entitled to have it done again at no cost, or to a price reduction where repeating it isn’t practical.
Nothing on this page or in our terms reduces those rights.
If we still can’t agree
You aren’t stuck with our answer, and we’d rather point you at the routes than have you find them angry.
Alternative dispute resolution
Independent motor industry ADR schemes will look at the dispute and reach a decision. We’ll give you the scheme details in writing on request.
Citizens Advice
Free, impartial guidance on your consumer rights and how to pursue them. They can also refer matters to Trading Standards.
An MOT decision
Disagreeing with an MOT result is a separate DVSA appeal process, and it must be started before repairs are carried out. Ask us for the form. See failed MOT.
Draft note for the build: before launch, name the specific ADR scheme the business is signed up to (for example The Motor Ombudsman) with its contact details, and confirm membership. An unnamed “independent scheme” is weaker than a named one, and claiming membership you don’t hold is a serious problem.