Complaints & Resolution

What to include

A concise, documented concern is easier to investigate. Please provide the information you have rather than delaying a complaint because one item is unavailable.

How we review a concern

1. Record the complaint. We identify the vehicle, the relevant job and the issue being raised.
2. Protect against further damage. If continued driving may be unsafe or worsen the issue, we will ask you to stop and discuss an appropriate arrival or inspection plan.
3. Review the documents. We check the approved scope, estimate, job card, invoice, parts description, warranty record and relevant messages.
4. Inspect where relevant. A workmanship, part or diagnostic concern normally requires access to the vehicle so the cause can be assessed.
5. Compare evidence. We consider whether the concern relates to the approved work, an unrelated fault, use after handover, a supplied part or another cause.
6. Explain the finding. We communicate the evidence and the proposed resolution or next step.

No universal resolution period is stated because safety, parts, vehicle access, supplier assessment and technical complexity differ. We will communicate while the matter is under review and avoid unreasonable delay.

Workshop inspection and urgent third-party work

Please allow the workshop a reasonable opportunity to inspect a suspected problem before another party alters the relevant system, where safe and practical. Inspection does not mean the complaint has been accepted or rejected. It is how the cause and appropriate remedy are established.

If urgent circumstances require another workshop, ask it to document the vehicle condition before work, preserve relevant replaced parts where lawful and safe, and provide a detailed invoice, report, measurements, fault information and images. Third-party intervention does not automatically remove a valid right, but missing evidence can make causation harder to determine.

Possible outcomes

The outcome depends on the evidence, job terms and applicable law. It may include:

• an explanation of the diagnosis, approved work, invoice or warranty position
• a further inspection or test when the first evidence is incomplete
• adjustment, remedial work, repair or replacement where appropriate
• a supplier or part-warranty assessment
• a credit, refund or other remedy where supported by the facts or required by law
• an explanation that the issue is unrelated, with supporting evidence and an optional new repair proposal

A new repair proposal for an unrelated issue requires separate approval. A customer is not required to accept additional work merely to receive an explanation of the complaint finding.

Warranty-related concerns

For a suspected workmanship or supplied-part problem, include the original invoice or job reference and contact us promptly. Under the UAE Consumer Protection Executive Regulations, repaired services and replaced parts carry at least 15 days of warranty from delivery unless the nature of the service or part requires a longer period, where the failure is not caused by consumer use. A written job warranty may provide more protection.

The full process and relevant limitations are set out in the Service Warranty & Repair Policy. An exclusion is considered only where it is relevant to the actual cause. It is not used as a blanket reason to avoid a valid remedy.

If the concern remains unresolved

Ask for an internal review and identify what part of the finding or proposed remedy you dispute. We will review the available job documents and any additional evidence you provide.

You may also use an applicable official consumer-protection channel. The UAE Ministry of Economy and Tourism provides a consumer complaints service and explains the required documents and referral process. Dubai customers may be directed to the competent local authority depending on the complaint. Use current official channels because service routes and jurisdiction can change.

Using our internal process is intended to resolve concerns efficiently. It does not prevent a customer from using an official service or legal right that applies.

Privacy and respectful communication

Complaint information is used to investigate, communicate, maintain service records, meet legal obligations and establish or defend claims. It is handled under our Privacy Policy. Please avoid sending unrelated identity documents or personal information about another person unless necessary and authorised.

We ask everyone involved to communicate respectfully and focus on the evidence. This request does not discourage criticism, prevent an honest review or limit a legitimate complaint.