How do I escalate a complaint to ClickMechanic? How do I file a complaint against a mechanic? What should I do if I have an issue with my repair?

Complaints Procedure

At ClickMechanic, we aim for a ‘Right first-time’ approach. Our platform is designed to be easy to use, and all mechanics in our network are vetted to meet our quality standards. We also provide a 12-month/12,000-mile warranty on parts and labour (conditions apply). However, if something goes wrong, our Resolution Centre is available to help resolve issues quickly.

Here's how to raise a complaint:

Issues with your mechanic (work quality, charges, parts, etc)?

• Open a resolution case in your account: https://www.clickmechanic.com/resolution-centre
• This creates a written thread with your mechanic, and we can step in if needed.
• Keep all communication in the case so everything is clear and in one place.

Add your evidence to the case

Evidence is what gets complaints resolved quickly and fairly. When you open your case, please include:

• What's wrong now: the symptoms you're seeing.
• When it started, and why you think it's linked to the work or diagnosis.
• Whether your mechanic has offered or done a warranty inspection, and the outcome.
• What you'd like to happen (repair redone, refund, or part replaced).
• Any photos, videos, diagnostic results, invoices or a report from another garage.

Got a video? You can't upload it to the resolution case, but you can put it on YouTube as "Unlisted" (free, private, link never expires) and paste the link into your case.

Without evidence, we won't be able to mediate, and it will be much harder and slower to reach an outcome.

How we handle complaints

• We'll work with you and your mechanic to try to resolve things fairly.
• If you and your mechanic can't agree within 48 hours, you can ask us to step in. We'll review the evidence from both sides and we'll aim to provide a fair decision within 10 working days.
• Some cases may take time to investigate. We'll keep you updated.
• If you're unhappy with our support, you can ask for the case to be reviewed by our Head of Customer Service.
• Please treat our team and our partner mechanics with respect. We may refuse service if you do not.

Important notes

• ClickMechanic is a marketplace. Mechanics are independent businesses, not employed by us. Your contract, warranty, and any refund decision all rest with the mechanic.
• Payments must be made by card through our platform (not cash). This keeps records clear and may provide additional card protection.
• If you've had repair work redone elsewhere, provide your mechanic and us with a report and invoice from that garage. Without this evidence, we can't support your claim.
• To help mediate your complaint, we may suggest that an independent report be obtained to help us verify the current condition of your vehicle. ClickMechanic cannot be held responsible for any associated cost.
• Always give your mechanic a chance to inspect and fix issues first—otherwise their warranty may no longer apply.
• Pre-Purchase Inspections are not covered by warranty. Please see the disclaimer in your report.

For full details, please see our Terms of Service: https://www.clickmechanic.com/terms