DWV Smart Repair Solutions




DWV wants to maintain our exceptional customer service and high quality operations across the board. If you have any questions, we have listed out answers to some of the more commonly asked questions below. However, if there is a question that is not answered on this page, please feel free to contact us directly by clicking on the Contact page.


What to do if you have an insurance policy and we decline your repair

What happens next if we decline your repair?

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.

Who is my insurance administrator?

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

What happens when the insurance administrator receives my decline report?

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.

Will I get a contribution towards any other type of repair from my insurance administrator if DWV cannot carry out the repair?

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

How long does it take DWV to send the decline report over to my insurance administrator?

This is usually sent the next working day.

Why has DWV declined this repair when I had a very similar repair done not long ago and that was fine?

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.

What are the most common reasons for us to decline a repair?

  • 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

What happens if I disagree with the reason for the decline given by the Technician?

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.

What happens if you sent the wrong Technician to my repair and they decline it?

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.

covid-19 faq’s

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 01133 011800.

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

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.

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 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.

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.

General faq’s

Do I need to be on site for the full time of the repair?

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.

Can someone else be present during the repair if I can’t be there?

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.

How long is the warranty on the repair?

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

Do I need to wash my car prior to the repair?

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.

What do I do if I am unhappy with the quality of 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.

Will this repair affect the value of my vehicle?

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.

How do I look after the repair once it’s been completed?

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.

What is the name of the engineer who will repair my car?

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.

How will you match the paint colour of my car?

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.

What is the quality standard of a minor cosmetic repair?

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.

What happens if it’s raining at the time of the repair?

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.

I can’t find my locking wheel nut key, can you still go ahead and repair my alloy wheel?

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.

I have been offered a non-guaranteed repair by your Technician, what is that?

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.

Why has my repair been declined?

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

My alloy wheels are corroded, can you still repair them?

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.

Do you repair diamond cut alloy wheels?

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.

How long will it take the Technician to do the repair on my wheel?

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.

My insurance policy has run out, but I have some damages I would like you to repair – can I pay for damages to be repaired without an insurance policy?

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.

Is it possible to get my alloys and my bodywork damage done at the same time by the same Technician?

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.

What happens if I no longer own the car now, but I have a repair date booked in?

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).

How do I pay my excess/contribution payment?

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.

Why has my repair been declined?

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

Why can you only provide a touch-in repair to my bonnet or any other horizontal panel?

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.

So, you’ve booked a cosmetic vehicle repair…what’s next?

Our video guide will guide you step-by-step through what happens now that you’ve booked a cosmetic vehicle repair with DWV. We will communicate with you at every stage to make your experience second-to-none.

The Benefits of using DWV

  • Professional repairs to bodywork and alloy wheels
  • We come to you! There’s no need to bring your car to us, our mobile technicians can repair your car at your home or at work
  • Peace of mind – DWV completes over 800 repairs a day nationally, with over 98% customer satisfaction
  • Our technicians undergo rigorous in-house training and use industry-leading equipment to ensure the best finish possible
  • Guarantee on all repairs

Fully Mobile

All of our vans have been fitted with the most up-to-date equipment, ensuring you get the best repair and finish possible.


nationwide cover

With over 120 qualified repair technicians, we have a technician local to you.



We have 30 years experience in the paint, dent and alloy wheel repair and refurbishment industry. We’re also rated excellent on Trustpilot.


convenient & hassle free

Our mobile technicians will come to you. You car would be driveable straight after the repair, saving you time and money!