Refund Policy

Last updated: March 2026

At F-M Auto Repair, we aim to carry out all work to a professional standard and to communicate clearly with our customers throughout the process. This policy sets out how we handle refund requests and complaints, and explains your rights as a consumer under UK law.

1. Nature of Our Services

We provide automotive repair and maintenance services. The nature of mechanical work means that outcomes can vary depending on the condition of a vehicle and factors not always identifiable prior to inspection. We do not guarantee specific outcomes or results beyond what is reasonably achievable through the work performed.

Before any significant work is carried out, we will provide an estimate and seek your authorisation. Work will not be commenced without your agreement, except for minor adjustments required for safety during an inspection.

2. Satisfactory Quality and Consumer Rights

Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill. If you believe that work carried out by us does not meet this standard, you have the right to ask us to:

• Carry out the work again to the required standard, at no additional charge; or
• Provide a partial or full refund where re-doing the work is not possible or proportionate

These remedies are available provided you notify us within a reasonable time of discovering the issue.

3. When Refunds May Apply

A refund or partial refund may be appropriate in the following circumstances:

• Work was carried out incorrectly due to our error and cannot reasonably be rectified
• Parts supplied were defective and cannot be replaced within a reasonable timeframe
• Work was charged for that was not completed
• A clear overcharge has occurred on the final invoice compared to the agreed quotation

4. When Refunds Are Not Applicable

Refunds are not applicable in the following situations:

• Work was completed correctly but the underlying fault has since returned due to wear, misuse, or an unrelated issue
• The customer changed their mind about work that has already been completed
• A pre-existing fault unrelated to the work carried out is discovered after collection
• The customer provided inaccurate or incomplete information that affected the diagnosis or repair
• Vehicle behaviour is affected by other faults not included in the work scope

5. Parts and Labour

Parts supplied by us carry the warranty of their respective manufacturers. Where a manufacturer's warranty applies to a supplied part, we will assist in pursuing that warranty claim on your behalf where reasonably possible.

Labour charges are not refundable once work has been completed and signed off, unless the work is subsequently found to be defective through our error.

6. How to Make a Complaint or Refund Request

If you have a concern about work we have carried out, please contact us as soon as possible:

• By email: [email protected]
• By phone: +44 077 8675 0480
• In person: 78 Stamford Rd, Southport PR8 4ET

Please include your name, contact details, the date of the work, a description of the issue, and your invoice number where available. We will acknowledge your complaint within three business days and aim to provide a full response within ten business days.

7. Resolution Process

Our preferred approach is always to resolve complaints informally and quickly. If we cannot reach a resolution directly with you, you may wish to contact the following for further assistance:

• Citizens Advice Consumer Service: 0808 223 1133
• Trading Standards: via Citizens Advice or your local council
• Motor Ombudsman (if applicable): www.themotorombudsman.org

8. Changes to This Policy

We may update this Refund Policy from time to time. The current version will always be available on this page. For significant changes, we will update the effective date at the top of this policy.