At Pertwee & Back we do our very best to ensure that every interaction our customers have with us exceeds their expectations. As such, we subscribe to the Motor Ombudsman. However, should your experience at Pertwee & Back not live up to your expectations we have procedures in place to try to resolve any issues.

In the first instance, please contact us or complete the contact form detailing the nature of your concern. We aim to contact you within 48 hours to discuss and resolve the issue but please be aware this may be longer at weekends and bank holidays.

Should remain dissatisfied with the outcome of a dispute in relation to service and repair you can contact the Motor Ombudsman, a CTSI certified Alternative Dispute Resolution (ADR) service. They offer a free conciliation service if you have a complaint relating to your new car warranty, service and repair or a vehicle warranty product.

What is ADR?

ADR stands for Alternative Dispute Resolution. This is a process where an independent and impartial third party considers the evidence in a dispute and makes a decision, offers a view or helps the parties to come to an agreement. ADR is so called because it offers an alternative to pursuing a case through the courts, a process which is likely to be more protracted and costly.