Complaints and Damage Claims

- Confirm that we have received the complaint within 2 BUSINESS DAYS.
- Review the booking, package description, messages, payment information and any relevant operational photographs.
- Ask reasonable questions or request an opportunity to inspect the vehicle where this is useful.
- Take urgent practical steps where necessary to avoid further loss or a safety issue.
- Provide a reasoned response within 10 BUSINESS DAYS, or explain why more time is reasonably needed.

3. Service-quality complaints

We compare the work with the service you booked, the information given before booking, the vehicle’s condition, agreed limitations and the requirement to perform the service with reasonable care and skill.

Depending on the circumstances, a suitable outcome may include an explanation, completion of omitted work, repeat performance, a partial refund, a full refund or another appropriate solution.

4. Alleged vehicle damage

- Tell us as soon as reasonably possible after you discover the issue.
- Where practical, avoid unnecessary further treatment or repair until we have had a reasonable chance to inspect it.
- Send clear photographs or video, identify the area affected and tell us when you first noticed it.
- Keep any relevant previous-condition evidence, invoices or repair estimates.
- Take reasonable emergency action where waiting would be unsafe or would materially worsen the damage.

We may involve our insurer or an independent specialist. We consider the evidence, pre-existing condition, the method used, technician records and any expert information. We do not reject a genuine claim simply because no completion form was signed.

5. Payment disputes

We will explain the agreed price, extras, deposits, cancellation charges or refund calculations. Raising a genuine complaint does not remove an undisputed amount that is properly due, and we will not penalise a customer for exercising statutory rights.

6. Data protection complaints

If your complaint is specifically about our use of personal information, contact andrew@krhvaleting.com. We will acknowledge a data protection complaint within 30 days, investigate appropriately, keep you informed where appropriate and tell you the outcome without undue delay. You can also complain to the Information Commissioner’s Office.

7. Escalation

If we cannot resolve a consumer complaint directly, we will tell you whether any relevant alternative dispute-resolution scheme, trade-body process or insurer complaint route is available. Nothing in this policy prevents either party from using a court where appropriate.