Important Information regarding your repair appointment & Coronavirus (Covid-19)

The safety and well-being of our customers and colleagues is always our number one priority.

Responding to the latest advice from the UK Government, we are making some practical changes to our repair services in order to protect the well-being of our customers and our colleagues.

For our Covid-19 FAQ’s, please visit the Covid-19 FAQ’s page.

Latest Service Update

Update 12/05/2020

On Monday 11th May UK government gave an update on its plans and timescales for re-opening society. This included a clear instruction that businesses should encourage staff who cannot work from home to return back to work, if it can be done safely. This is good news and means we can start to prepare the reinstatement of insurance repairs for customers in England.

Governments in Wales, Northern Ireland and Scotland have not yet changed their previous instruction to ‘stay at home’, therefore we unfortunately cannot do the same for insurance repairs for customers based in those territories until that changes. Repair authorisations in Wales, Northern Ireland and Scotland will remain valid but will remain on hold until travel restrictions are lifted.

The safety of customers and staff remains our priority. We have conducted a full risk assessment to ensure we take appropriate measures to ensure repairs take place safely. You can view the content of the risk assessment document here. As a result, we have developed and tested a contact-free safe repair process that all our Technicians will follow. This process will also be outlined on the customer booking confirmation email. If you have any questions about the contact-free repair process, please contact our customer service team.

We plan to re-start insurance bookings week commencing 18th May. Repair appointments will be sent to customers by email and text message, allowing sufficient time for customers to make changes to appointment dates and ask questions where necessary prior to their repair date.

Our customer service staff will remain working from home and we will endeavour to maintain our usual high level of service. If you need to change your repair booking date we recommend you do so using the online link in the booking email/text. If you prefer to speak to one of our customer service team, depending on call volumes you may experience longer than normal waiting times. We appreciate your patience as we work through the re-booking process.

We look forward to being able to provide some services as normal again and we appreciate your understanding throughout this very difficult time.

Chris Wood
Managing Director

If you have an appointment

If you are showing symptoms (and live alone):

Please re-book your appointment to a date that is at least 7 days in the future. We recommend you do this as soon as possible. You can do this by simply following the link contained in your original booking email/text to our online portal, or call our customer service team on 01675 470267.

If you are self-isolating or someone in your household is showing symptoms:

Please re-book your appointment to a date that is at least 14 days in the future. We recommend you do this as soon as possible. You can do this by simply following the link contained in your original booking email/text to our online portal, or call our customer service team on 01675 470267.

If you are doing none of the above and you want your repair to go ahead as planned, but are concerned about having contact with our Technician:

Our Technician will contact you via telephone when he arrives on site to make arrangements for you to provide access to the vehicle without coming into contact. He will ask you to confirm you are happy for him to start work on your vehicle and once complete that you are happy with the repair. This will be done by text message when on site.

The nature of the repairs our Technicians conduct and the hazardous materials they come into contact with means that they already wear protective gloves and change these regularly during the day, so they will not touch any part of your vehicle including the keys without this protection.

Our DWV Technician will attempt to call you the day before your repair appointment, you will also receive a text message the day prior which includes the Technician name and number. It is essential that you let him know if your situation has changed and you are showing symptoms or self-isolating.

Thank you for your ongoing support as we work through these challenges. 

What our customers say...

Very happy with the service and professionalism of Dean, who attended to carry out a repair to my alloy wheel.

Mr McCarthy

Fantastic job the technician did a wonderful repair, you really cannot see where the damage was. Would not hesitate to use them again.

Miss A

The finish of the car panel was exceptional and a perfect match. I can honestly I have never seen or had such an invisible patch repair. I have been unable to find a hint of visible overspray behind the door gap. The guy doing the repair was pleasant and extremely competent. All in all, I am totally happy with a job. Very well done.

Mr Wickenden

The technician came to do a couple of paint repair jobs on my Audi. He was great – advised me well in advance of his arrival time and kept me up to date with a minor delay. Did a fantastic job. Very pleasant doing business with him and DWV. Will use them again.

Mr Morris

Excellent work by Josh! Very professional, polite and friendly. An excellent ambassador for the company!

Mr Lever