PAINT AND SMART REPAIRS LIMITED
Company Complaints Procedure

1. Our Commitment
Paint and Smart Repairs Limited is committed to providing a high level of service to all customers. If something goes wrong, we want to know about it so we can put things right.

2. How to Make a Complaint
Complaints can be made by:
• Email: info@psrteam.co.uk
• Telephone: 01923 624887
• In writing to: 187 Brent Crescent, NW10 7XR, London, UK

3. What Information to Include
Please include:
• Your name and contact details
• Vehicle registration number
• A clear description of the issue
• Clear photographs showing the issue from multiple angles, where applicable

4. Acknowledgement
We will acknowledge your complaint within 5 working days of receipt.

5. Investigation and Response
We aim to investigate and provide a full response within 14 working days. If additional time is required, we will keep you informed.

6. Resolution
Where a complaint is upheld, we will work with the customer to agree a fair and reasonable resolution.

7. Escalation
If you are not satisfied with our response, you may request that the complaint is reviewed by a senior manager.

8. Record Keeping
All complaints are recorded and reviewed for quality and compliance purposes.

9. Limitation of Liability
Paint and Smart Repairs Limited will not accept liability for indirect or consequential losses arising from a complaint, including loss of use of the vehicle, loss of earnings or inconvenience, unless required by law.

10. Time Limits
Complaints should be raised as soon as reasonably possible and no later than 14 days after the service has been completed or the issue has been identified.

11. Confidentiality
All complaints will be handled confidentially and in accordance with our dataprotection obligations.