Exclusive Repair believe that the fair treatment of customers is central to our corporate philosophy.
Therefore, it is essential that we have effective procedures in place to support our Customer
Engagement Program, which is critical to our business.

DEFINITION OF A COMPLAINT
For the purpose of this policy, we will define a complaint as an expression of dissatisfaction (oral or
written) which alleges that the complainant has suffered (or may suffer):
• financial loss
• distress
• inconvenience
• other detriment

HOW DO YOU MAKE A COMPLAINT?
• To allow a timely resolution to be agreed, notification of any dissatisfaction from the
customer in relation to the service of the repairer or the quality of the completed repair must
be raised with the repairer in the first instance. On receipt of a complaint, the Exclusive Repair
Network Manager will investigate the issues raised.
• If there is a signed satisfaction note on file, they will initially need to understand why the
problems were not noted upon return of the vehicle to the customer. If a customer
satisfaction note has not been completed, and it cannot be proven by the repairer that the
repairer is not responsible for poor work or additional damage, the repairer will be
responsible for any rectification costs incurred.
• If the Repairer does not accept fault on initial notification of the complaint and the vehicle
passed quality audit checks, and the customer maintains their view, we will recommend that
an independent engineer be appointed to assess the vehicle and provide a decision. Should
this course of investigation be agreed by the customer and the independent engineer agrees
faults are evident, the cost of the report and any subsequent rectification work must be met
by the repairer. However, if the independent engineer agrees that the repair quality is of an
industry acceptable standard, the cost of the report will be passed on to the customer.
• There may be occasions where no fault was evident on collection, that comes to light at a
later date and these must be dealt with accordingly. The customer satisfaction note does not
and is not intended to discharge the repairer’s responsibility.

You can also make a complaint directly to the Head of Customer Experience, as follows.
• By email at jo.johnson@exclusive-repair.co.uk

INTERNAL
Oct 2020 V1/JJ
• By post to Exclusive Repair, 2

nd Floor, St Georges House, 56 Peter Street, Manchester, M2

3NQ
• We will write to you within five working days of receipt, acknowledging your complaint.
To help us to understand your complaint, and to make sure we can address your concerns effectively,
please tell us:
• Your full name and contact details
• What you think has gone wrong
• What you believe will resolved your complaint
HOW WILL WE DEAL WITH YOUR COMPLAINT?
• We will investigate your complaint directly with the repairer and the Network Repair
Manager.
• Your complaint will be dealt with promptly, fairly, and free of charge.
• During our investigation we may need to contact you for further information.
• We will update you on the progress of your complaint, as appropriate.
• We will write to you at the end of our investigation to tell you the outcome and our proposed
resolution.
• We aim to resolve your complaint within 8 weeks of receipt. If we cannot keep to this
timescale, for whatever reason, we will write and inform you of this providing you with an
update and an assessment of when we believe we can resolve your complaint.

OUTCOME OF YOUR COMPLAINT
• Once we have investigated your complaint, and in accordance with the above, we will write
to you with our decision. This decision may uphold or reject your complaint (all or in part) and
suggest redress, if we believe it is appropriate.

WHAT IF YOU ARE NOT SATISFIED WITH THE OUTCOME?
• If you are unhappy with our proposed resolution, please let us know (including providing any
additional information you believe may be useful to us) and we will review our resolution.
• To support your dispute, you may wish to instruct your own investigation report via an
independent, suitably qualified engineer for further consideration. The engineer instructed
must have no financial interest in your repair or subsequent rectification work.