Frequently Asked Questions
We understand that it’s not every day that you’re unfortunate enough to have an accident. So, we’ve produced a handy guide to some of the common questions that our customers often ask.
And remember, our friendly customer service team are always on hand to help – just call 0208 592 6111.
Q. What do I need to pay and when?
A. If your repairs are to be paid for by your insurance company you will have to pay the excess amount you agreed with them to us on collection of your vehicle. Please contact your insurance company who will advise you of the amount.
Q. What do I need to bring with me?
A. Please bring your driving license if you are taking up the offer of a replacement vehicle whilst your vehicle is being repaired. Please note without this we will be unable to supply you with a replacement vehicle. We will need the locking wheel nut key and radio code without these we may not be able to complete the repairs to your vehicle.
Q. Should I remove all my personal belongings?
A. Yes, we cannot take responsibility for loss or damage to personal belongings. We may also need to access areas of the vehicle to effect the repairs such as the boot or doors etc.
Q. Do you guarantee work undertaken to my vehicle?
A. Yes, all paintwork and repairs are guaranteed for as long as you own the vehicle, and any parts fitted are guaranteed as per manufacturer guarantees.
Q. My vehicle manufacturer dealer says I must have accident repairs undertaken by a dealer bodyshop or my warranty will be invalidated. Is this true?
A. No. All products, processes, procedures and techniques used are approved under the BS10125 Kitemark accepted and supported by vehicle manufacturer and we can undertake work to any make of vehicle and give the same guarantees as detailed above.
Q. Can I choose when I have my car collected and delivered?
A. Yes we will need to offer you a two hour slot in case any unforeseen circumstances such as unexpected traffic etc.
Q. Will all the work be undertaken?
A. If the repairs are to be paid by your insurance company, we will only be able to undertake the work approved by them which is directly related to the accident circumstances unless otherwise agreed in writing. If you are unhappy with the insurance engineer's decision it is important you contact your insurance company immediately.
Q. Will you carry out any other work I want?
A. Yes. It is cost effective to have additional work carried out at the same time as another repair. And with our fixed price repair scheme you can be confident of the quality and price of any other repairs you choose to have done.
Q. What can cause delays to the estimated completion date?
A. Whilst we endeavour to be as accurate as possible with the completion date sometimes parts may not be available or subject to back order, we may be waiting for an insurance engineer to inspect the vehicle or additional parts may be identified during the course of repairs and therefore may affect the original estimated completion date.
Q. Will genuine manufacturer parts be used when replacements are required?
A. Some insurance companies instruct us to use non genuine parts on vehicles agreed three years or over.
Q. Will the parts on my vehicle be replaced or repaired?
A. Your insurance company will instruct us to repair you vehicle in the most cost effective way, this will mean that parts will be repaired to BS10125 Kitemark standards. At no time will we compromise on safety or quality, any parts that cannot be repaired to this standard will be replaced.
Q. Will my vehicle be washed before it is returned?
A. Yes but it is not a full valet service. You vehicle will be hoovered and we will wash the outside of your vehicle to return it to the same condition it was in when dropped off. If you would like us to give your vehicle a full valet then please contact one of our helpful team for our competitive pricing.
429-431 Rainham Road South
Owned and operated by AJC Wilson Ltd. Registered number: 3866908. Registered office: Devonshire House, 1 Devonshire Street, London, W1W 5DR.