OUR FREQUENTLY ASKED QUESTIONS

The Technician will complete a report and take images to support the decline reason given. This is sent to your insurance administrator the next working day so they can discuss any next steps available to you.

Your insurance administrator is the company that you contact to report any claims.

You will need to contact your insurance administrator to find out if any alternative benefits are available to you in accordance with your policy terms and conditions.

DWV do not hold any information about your insurance policy terms & conditions, you will need to discuss this directly with your insurance administrator.

This is usually sent the next working day.

Although damages can look similar, the location of the damage or the structure of the panel could affect our ability to complete the repair.

All damages are assessed on an individual basis by the Technician when they are on site and our Technician will only decline a repair if in their expert opinion they cannot complete it to our usual high standards.

• Paint damage is over 30cm in length
• Dent damage is deeper than 3mm
• Damage has distorted the panel, so a faultless cosmetic repair cannot be achieved
• Damage to a wheel exceeds the limit where a cosmetic repair will return it back to its original condition
• The damaged area has had a previous repair that is of a poor quality
• The damage has been left for an excessive amount of time and has started to corrode

You need to contact your insurance administrator and explain why you disagree with the decision. You may be asked to take some images to support your reasoning, which will be reviewed by one of our technical managers.

The final decision will be communicated back to your insurance administrator for any further action to be taken.

We rely on accurate information being provided when the claim/damage is initially reported, as we allocate Technicians based on the type of repair needed.

If the damage requires a different technician, this will be referred and rebooked for the next available date for the appropriate Technician.

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 01133 011800.

We are able to book in repairs in line with the situation in your area and allow our Technicians to conduct repairs while adhering to social distancing requirements, with a fully contactless process.

Safeguarding our customers and colleagues is our priority.

You can do this by contacting us directly via email or phone: customerservice@dwv.co.uk or 01133 011800. 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.

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.

Yes, you or a person you authorise will need to be present, as the technician will ask for your permission to start work on your car. You will also be asked to confirm you are happy with the repair once the work is complete.

Our preference is that the owner of the vehicle is there to give pre and post repair approval, however if this is not possible you can authorise a suitable person to do this for you. Please inform us beforehand of their name so our Technician is aware. You can call us on 01133 011800 to do this.

We provide a genuine, no quibble warranty on our repairs. Visit the page below to find out more information on our guarantees.

The area of repair needs to be clean and free of debris. Please only clean your vehicle with warm water and a suitable mild car cleaning detergent. Do not use any silicon-based cleaners, waxing agents or tyre shine products, as these will affect our ability to conduct the repair.

We endeavour to complete all repairs to a high standard. We conduct over 200k repairs annually and over 98% of customers are happy with the repair quality we provide. However, if you are unhappy with the outcome of your repair please contact our customer service team immediately on 01133 011800.

Repairs are completed using the best quality paints and materials and all our Technicians are fully skilled in minor vehicle bodywork repair. We aim to put your vehicle back in to the position it was in prior to the damage occurring, therefore this should not affect the value of your vehicle.

Please do not wash the area of repair for at least 48 hours after the repair.

In the case of alloy wheel repairs, please make sure that you check the wheel nut torque setting after 20 minutes or 10 miles of driving, as the securing nuts are made from different metals, which can expand and contract at different rates causing them to loosen.

We will send you a text message with the Technicians name and phone number the day prior to the repair. Up until that point we are unable to confirm which Technician will attend, as last minute changes to repair appointments could change the Technician allocated to your repair.

All cars have a colour code provided by the manufacturer. We use this code to find the exact match for the colour. Our Technicians are equipped with the most up to date paint colour matching system that can mix over 4 million colours and shades.

If in the very rare occasion that our Technician cannot find a suitable colour match, we will endeavour to source a solution from a specialist paint provider or the vehicle manufacturer and re-book your appointment.

We always aim to provide a faultless finish. Our guarantee is to always provide a repair that will not be visible from a one-meter viewing distance.

We can usually go ahead and conduct the repair if it is raining. Technicians carry a specialist repair tent that can be put over the vehicle to shelter the repair from rain. However, if in the case of extreme weather conditions the Technician may need to re-appoint the repair.

Our standard process is to remove the wheel prior to the repair. If the wheel cannot be removed, the Technician will assess if the damage can be repaired to our usual standard while the wheel remains on the car.

We always aim to provide a faultless finish when repairing a customers car. Sometimes the size or location of the damage means we cannot achieve this, however we can significantly improve it.

A non-guaranteed repair means that although the repair will greatly improve the look of the damaged area, it may still be visible. A non-guaranteed repair does not carry our usual warranty.

As a mobile repairer, we offer a very quick and convenient solution to repairing minor damage. However, the mobile nature of our service means that we are restricted on the size, location and severity of the damage we can repair.

Unfortunately, this means that sometimes we have to decline a job if we feel we will not be able to achieve our usual high standard of repair

Although a temporary repair to a corroded alloy wheel is possible, the corrosion will come back through over time. For that reason we do not repair corrosion to alloy wheels. For more details about the type of refurbishments we can offer for alloy wheels, please visit the page below.

Yes, we provide a cosmetic repair to diamond cut wheels.

A cosmetic repair means that our Technician will replicate the diamond cut finish of the wheel using a chrome effect paint. The repair will not be noticeable from a one-meter viewing distance.

We set aside an hour for a wheel repair to take place. This includes removal and refitting, so please ensure you have the locking wheel nut to hand.

Yes, we are happy to receive private repair requests. Simply visit the ‘Get a quote’ page or click the button below, complete the information required and attach photos of the damage. Upon receipt, our customer service team will respond with a competitive quotation.

We always try to complete multiple repairs at the same time, however sometimes this is not always possible depending on location as the repairs are allocated to Technicians based on their skillset and availability.

Please contact us immediately and we will remove this booking from our system so you don’t receive any further communications.

Email: customerservice@dwv.co.uk (please put your vehicle registration number in the subject line).

Phone: 01133 011800 (option 1).

Our Technicians all carry payment card readers to allow us to collect payment. Alternatively, you may be asked to contact the office on 0113 3011800 and select option 2 for the Finance team, where this payment can be taken over the phone.

Your repair may have been declined due to one of the following reasons:

• The damage is over 30cm in length
• The dent is deeper than 3mm
• The damage has distorted the panel, so a cosmetic repair cannot be achieved
• The damage exceeds the limit where a cosmetic repair can be achieved

Due to the way in which light reflects off a horizontal panel and the size of a typical bonnet, to paint part of the bonnet would mean the transition of new paint to old will be visible. A faultless finish would require the full bonnet to be re-painted which requires a bodyshop. We therefore provide touch-in repairs to horizontal surfaces, which will weatherproof and disguise the damage, however the repair will be visible.