Complaints

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure that we are able to put things right as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction. As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible.

Please call 0333 900 2404 or you can email us at info@TheGarage.Wales We always aim to respond within 7 days of receiving correspondence and when possible, will provide you with a date to remedy any issues raised.

In the unlikely event that we can not reasonably resolve your complaint using our own complaints procedure, we would ask our customers to contact the National Conciliation Service (NCS) — the NCS is an Alternative Dispute Resolution (ADR); The ADR can act as the mediation to help consumer and trader come to a mutually acceptable outcome.

Social Media

At The Garage, we want everyone to feel confident in sharing fun and great news with us. We monitor every post on our social media channels, review all comments and will remove any that are inappropriate or offensive, including:-

• Abusive, inciting violence or otherwise threatening or confrontational behaviour towards others, including swear words.
• Discriminatory, racist, indecent, sexually explicit, or offensive comments towards or about others.
• Promotional information, including any links to third party products or services.
• Infringement of third party intellectual property, privacy and/or publicity rights.
• False, fraudulent, or misleading claims.
• Spam messages which are corrupt or contain viruses.

If users continue to behave in a way that violates our policy, the Garage reserves the right to block or ban users from all social media channels.

Covid Policy

We have been leaders in safe social distancing for over ten years. Everybody’s safety is at the heart of everything we do. We are all about our team and most definitely health before wealth. Offering safe, easy collection and delivery helps to protect everyone and reduces risk. We need to respect everybody’s space and this includes your car’s interior. PLEASE CALL US IF YOU ARE UNSURE. Cars will be returned cleaned following completion of works. The sanitisation process does not guarantee to remove all viruses. There might be a small charge made to cover this cost. We still offer a courtesy wash, clean and hoover but this charge is made (if levied) for the interior sanitisation of the cabin which needs to be undertaken twice.

IMPORTANT PLEASE NOTE

When safety repairs are reported and recommended and for whatever reason, are not carried out, we might not be able to drive your car back to you. In this unlikely event, you will need to organise your own vehicle collection at your own cost. It is unfair to ask us to drive vehicles on the public highway with known faults. Driving with known, reported faults will almost certainly put everybody at risk and more likely INVALIDATE INSURANCE COVER. Call us if you are unsure. We reserve this right and will mark all paperwork WARNING/DANGEROUS.