Our Commitment To You

Our Mission Statement

• To provide our customers convenient, reliable and right first time approach to maintaining their vehicle.
• At Service MOT Repairs we only use quality car parts that meet or exceed manufacturer originals.
• We provide excellent customer service by treating every customer as we ourselves would like to be treated.
• Vehicle reports are explained in plain English and all old parts are kept for inspection upon vehicle collection.
• We will offer free lifts to and from home and work within Northampton to make using us as convenient as possible.
• Our Staff are dedicated to achieving our customer service commitment by using only honest impartial advice and recommendations.

Booking

1. Service MOT Repairs will provide you with flexibility and choice regarding dates and times for booking and completion, along with accurate information and advice to enable you to choose the service and repair work required, which you will be asked to authorise by signature.
2. Service MOT Repairs will confirm whether any additional or special requirements you may have are included or require additional work, time and/or cost prior to agreement of a completion date and time.
3. Service MOT Repairs will fully explain and give you clear practical advice to help you understand the work required and being offered in order to complete the agreed work, which will be confirmed in writing if requested.
4. The terms under which thService MOT Repairs will be charging for any diagnostic or exploratory work will be confirmed and agreed during the booking process, as will its cancellation policy, which will allow you to cancel the repair and/or service at any time, subject to your legal liability for any work done so far, including reasonable labour and parts costs generated, which will be kept to a minimum.
5. Replaced parts will be made available for you to view and examine until collection of the vehicle unless otherwise agreed. You should only ever remove these from the premises if you have the ability to dispose of them in an environmentally responsible manner.
6. Accepted methods of payment will be confirmed prior to work commencing.
7. All terms and conditions of business will be written in plain English, prominently displayed within the premises and be available upon request.
8. Where an estimate is given, this will be supplied as a breakdown of costs to be provided in writing, as a general guide to the cost of the work required (which could go up or down) and be inclusive of all parts, labour and VAT where appropriate. Estimates should be given and agreed before any work is carried out and where provided in writing will clearly state that it is an estimate.
9. Where a quotation is given, this will be supplied in writing as a breakdown of the firm agreed price to complete the work requested, offered to be provided in writing and be inclusive of all parts, labour and VAT where appropriate. Quotations should be given and agreed before any work is carried out and where provided in writing will clearly state that it is a quotation.
10. Service MOT Repairs will not require deposits or prepayments for service and repair work.
11. High-pressure selling techniques will not be used and accredited businesses will adapt their sales process and have satisfactory provisions in place in order to attend to consumer needs.

Work

1. If your vehicle is booked in, in advance, Service MOT Repairs will endeavour to have the appropriate parts in stock to complete the work as agreed at the time of booking. If this is not possible, Service MOT Repairs will contact you prior to the date of your booking to re-arrange, in which case you may also exercise your right to cancel the booking.
2. If during the performance of the agreed work, it becomes apparent that additional time, labour or parts will be necessary to address consequential/additional needs not previously recognised, Service MOT Repairs will contact you for authorisation prior to commencement of this additional work, giving you the opportunity to accept and agree a new completion time/date, or decline and exercise your right to cancel the booking.
3. If your vehicle is dismantled, Service MOT Repairs will not compel you to agree to the completion of additional work. Service MOT Repairs will always offer an option of re-assembly within the original price, where possible. Service MOT Repairs will also make you aware of any operating and/or safety implications of not having work carried out.
4. Service MOT Repairs undertakes to guarantee all service and repair work against failure. Service MOT Repairs will inform you where parts are provided with a manufacturer’s warranty. Service MOT Repairs will tell you about the duration of any warranty or guarantee and how to exercise it.
5. Any guarantees or warranties provided with parts or labour are in addition to your existing consumer rights.
6. Replaced parts will be made available for you to view and examine until collection of the vehicle unless otherwise agreed. You should only ever remove these from the premises if you have the ability to dispose of them in an environmentally responsible manner.
7. Servicing carried out in accordance with the requirements of a new vehicle warranty will be performed according to the vehicle manufacturer’s service specification and documentation detailing this will be provided to you (unless otherwise specifically agreed and authorised by you in writing).
8. Service MOT Repairs will remain responsible for ensuring the quality of any subcontracted work carried out under the agreed booking.
9. Service MOT Repairs will agree with you the parts to be used, prior to commencing work.
10. Service MOT Repairs will carry out all work within an agreed timescale, exercising the reasonable skill and care you are entitled by law to expect. If the work is likely to take longer they will contact you.
11. Service MOT Repairs will obtain permission from the warranty provider prior to starting any repairs covered by any warranty, as long as Service MOT Repairs has been made aware that the vehicle is covered by a warranty.
12. Service MOT Repairs will promptly and effectively respond to any questions you have regarding the completed work and swiftly investigate any issues with the work. Where possible, Service MOT Repairs will rectify any issues at no extra cost.

Complaints

1. Service MOT Repairs will take effective, immediate action in order to ensure that you receive a fair response to your complaint.
2. Service MOT Repairs will have in place an accessible arrangement for the handling of complaints and details of the complaints procedure will be made available to you on request. Where the complaints handling system is computer-based, the ability to provide a durable copy of the complaints record is required.
3. Service MOT Repairs will co-operate fully with any consumer advisor or any other intermediary you choose to consult in an effort to resolve your complaint.
4. In the event that your complaint remains unresolved, Service MOT Repairs will advise you of your right to refer your complaint to The Motor Ombudsman.
5. The Motor Ombudsman is responsible for the operation of an impartial alternative dispute resolution service. The Motor Ombudsman adjudicators will provide an appropriate outcome for the complaint.
6. Service MOT Repairs will give every assistance to The Motor Ombudsman adjudicators while they are investigating a complaint, and in reaching a conclusion.
7. If either party disagrees with The Motor Ombudsman adjudicator’s conclusion, Service MOT Repairs will submit to a legally binding final decision of the Ombudsman.
8. Service MOT Repairs will ensure that you are aware of its adherence to the Service and Repair Code by the prominent display of appropriate signage within Service MOT Repairs’s premises, including copies of the Service and Repair Code (which should be made available by Service MOT Repairs to consumers upon request).
9. Service MOT Repairs will prominently display copies of the Consumer Guide to the Code within its premises and make copies available to consumers.