Covid-19 FAQ’s

Welcome to our Covid-19 FAQ page, where we have put together some of the commonly asked questions to give you as much information as possible. We hope we have covered everything, however if we haven’t and you still have some unanswered questions, feel free to email us at customerservice@dwv.co.uk, or give us a call on 01675 470267.

For our general FAQ’s, please visit the FAQ’s page.

How will you ensure social distancing when your Technician arrives to complete the repair?

Safeguarding our customers and colleagues is our priority and our Technicians will follow a strict process to ensure social distancing rules are adhered to. They will call you when they arrive on site to arrange the completion of the repair without having to come into contact with you.

Our Technicians wear personal protective equipment when on site and will not touch the interior of your vehicle or your keys without wearing gloves.

Prior to the lockdown, our Technicians were already conducting repairs while adhering to our strict social distancing requirements, so we know this process works.

If you have any questions please don’t hesitate to contact our customer service team on 01675 470267 (option 1).

I live in a remote location, as there is little chance of contact with anyone else can I book my repair?

We are following UK government restrictions on non-essential travel. As we provide repairs to only minor cosmetic damage, this is not classed as essential travel as it does not affect your ability to use your vehicle.

We have a process ready for when UK government lift non-essential travel restrictions that will allow our Technicians to conduct repairs while adhering to social distancing requirements.

Safeguarding our customers and colleagues is our priority and as soon as non-essential travel restrictions have been lifted, please be assured, we will rebook your repair immediately and you will be notified of your new appointment by email & text message.

If I promise not to go near the Technician and leave the keys outside, can you repair my car sooner?

Unfortunately not. Currently, minor cosmetic damage to a vehicle is not classed as essential travel as it does not affect your ability to use your vehicle.

We are prepared ready for when UK government lift non-essential travel restrictions that will allow our Technicians to conduct repairs while adhering to social distancing requirements.

Safeguarding our customers and colleagues is our priority and as soon as non-essential travel restrictions have been lifted, please be assured, we will rebook your repair immediately and you will be notified of your new appointment by email & text message.

What if I need to change my repair address as I’m not staying at home due to COVID19?

You can do this by contacting us directly via email or phone: customerservice@dwv.co.uk or 0167 5470 267. Please put your vehicle registration number in the subject line if you email.

You can also manage your booking via the online customer portal. You can access this via the repair confirmation email we send you when your repair is rebooked.

Why would you need my mobile number if you already have my email address?

We send important repair updates by text message. Technicians also call customers the day before the repair to confirm the booking details and answer any questions they might have.

To ensure the safety of customers and staff, when Technicians return to work they will be following a strict social distancing process. This will require them to call you when they are on site to arrange the completion of the repair without putting customers of themselves at risk.

My car is due to be handed back soon as the lease is coming to an end, will you pay the bill to the leasing company if I am charged for any outstanding repairs?

No. These repair booking delays are not our fault, they caused by UK government guidelines on non-essential travel, which are affecting all UK businesses.

We will be rebooking customers repairs as soon as the restrictions are lifted. Please let us know if you no longer need the repair due to your going back by contacting us via email or phone: customerservice@dwv.co.uk or 01675 470267 (option 1). Please put your vehicle registration number in the subject line if you email.

Should you have any further questions about your outstanding repairs please contact your Administrator directly, details of which will be contained in your policy document.

Why can’t I go online and change my date? It is showing no availability at all.

Due to current UK government restrictions on non-essential travel, we have suspended all repair bookings until further notice, therefore removing all available booking dates from the portal.

As soon as non-essential travel restrictions have been lifted, please be assured, we will rebook your repair immediately and you will be notified of your new appointment by email & text message.

How will you rebook everyone back in ensuring I keep my place in the queue?

Our booking system will automatically rebook all repairs in priority order based on the date we received them. We will notify you of your new appointment by email & text message.

Priority of appointments by date received will not change unless you choose an alternative date to the one allocated.

What our customers say...

I don’t often leave reviews but this one deserves one. Very professional service, booked in quickly and the engineer was very friendly and professional on the day. Would definitely use them again.

Mrs Madlani

The technician was amazing I couldn’t fault him. The repair is extremely high quality and wouldn’t hesitate to use them again.

Miss J

The technician did a cracking job on my car! Would definitely recommend them to friends and family.

Mr De Freitas

The guy turned up on time, he was very courteous and got on with the job. When the job was complete he showed me the work that he had done and you couldn’t tell the difference between the old and new paint.I would have no hesitation of recommending this company.

Miss Johnson

I was amazed at the quality of the scratch repair – it is literally invisible and as it was out of the showroom. The technician was able to pull up outside my house and carry out the repair within about 40 minutes.

Mr C