Last updated: 16 July 2026
Heywood MOT Station aims to provide reliable, professional and respectful service.
We recognise that concerns can arise even where work has been carried out carefully. When something goes wrong, or you believe that our service has not met a reasonable standard, we want you to tell us.
We will take complaints seriously and aim to:
Making a complaint will not affect your right to receive fair service or exercise your legal rights.
This policy applies to complaints concerning:
A complaint about our customer service or repair work is different from a formal appeal against an MOT test result. MOT appeals are handled through the applicable DVSA process, as explained later in this policy.
You can raise a complaint using any of the following confirmed methods.
Telephone: 01706 618181
Mobile: 07925 952298
Heywood MOT Station
1A Adelaide Street
Heywood
Greater Manchester
OL10 4HQ
United Kingdom
Info@heywoodmotstation.co.uk
You may initially speak to a member of staff about a minor concern. For a detailed, disputed or ongoing matter, it may be helpful to provide the complaint in writing so that there is a clear record of the issues raised.
You do not need to use legal language or a particular form. Please explain what happened and why you are dissatisfied.
To help us understand and investigate your complaint, please provide as much relevant information as reasonably possible.
This may include:
Please do not send information that is unrelated or unnecessarily sensitive.
If someone is complaining on your behalf, we may need confirmation that they are authorised to discuss the vehicle, work or personal information with us.
We want the complaints process to be accessible.
Please tell us if you need reasonable support when making or discussing a complaint. For example, you may ask to:
We will consider reasonable requests according to the circumstances and the communication methods available to the business.
When we receive a complaint, we will aim to:
Our general target times for acknowledging and responding to complaints have not yet been confirmed.
We aim to acknowledge your complaint within 3 working days of receiving it.
We aim to provide a full written response within 10 working days. If the investigation is likely to take longer, we will keep you informed of our progress and advise when you can expect our final response.
Some complaints can be resolved quickly. Others may take longer because they require a vehicle inspection, technical investigation, information from a supplier or communication with another party.
We will not guarantee that every complaint can be resolved within a fixed period. Where an investigation is taking longer than expected, we will aim to explain the reason and provide an update.
Different legal requirements apply to data protection complaints. These are explained in section 16.
Depending on the nature of the complaint, we may:
We will review the complaint impartially based on the information reasonably available.
An inspection does not automatically mean that we accept responsibility. Equally, we will not reject a complaint solely because the vehicle has developed another fault after leaving the garage.
We may contact you if:
Please tell us if your contact details change while a complaint is open.
A lack of access to the vehicle or relevant information may limit what we can establish. We will explain this where it materially affects the investigation.
After investigating, we will explain our findings and proposed outcome.
Depending on the facts and your legal rights, a response may include:
The appropriate outcome will depend on the service supplied, the evidence available and the applicable law.
We will not promise a refund, free repair or other specific remedy before the complaint has been investigated. Nothing in this policy restricts a remedy to which you are legally entitled.
If you remain dissatisfied with the initial response, you may ask for the complaint to be reviewed again.
Please explain:
Your complaint will be reviewed by the Garage Manager or Company Director, where possible by someone who was not solely responsible for the original decision.
We aim to acknowledge your request for a review within 3 working days and provide a final response within 10 working days. If additional time is required, we will keep you informed of the progress and explain the reason for any delay.
If, after our internal complaints process has been completed, you remain dissatisfied, you may wish to seek independent consumer advice or pursue any other appropriate dispute resolution or legal remedies available to you.
Please contact us promptly if you believe that servicing, diagnostics or repair work has not been completed properly.
Where reasonably possible, give us an opportunity to inspect the vehicle and investigate before arranging corrective work elsewhere.
An inspection may help establish:
Consumer services must be performed with reasonable care and skill. Depending on the circumstances, remedies may include repeat performance or a price reduction. Goods supplied as part of a service must also meet applicable legal standards. Independent guidance recommends raising a car-repair problem with the responsible garage first.
If you believe the vehicle may be unsafe:
In an emergency, prioritise personal and road safety.
Having emergency work completed elsewhere will not automatically invalidate a complaint, particularly where immediate action was reasonably necessary. However, please retain invoices, inspection findings, photographs and replaced parts where possible.
Where a complaint concerns a part supplied or fitted by us, we may need to:
Supplier assessment can sometimes take additional time.
Any manufacturer or supplier warranty is separate from your statutory rights. We will not use a third-party warranty process to remove legal responsibilities that apply to Heywood MOT Station.
Most new parts supplied and fitted by Heywood MOT Station are covered by a 12-month or 10,000-mile warranty (whichever comes first), subject to the manufacturer’s warranty terms and conditions. Some parts may have a different warranty period, and this will be advised at the time of supply.
Any manufacturer or supplier warranty is separate from your statutory rights under the Consumer Rights Act 2015. We will not rely on a third-party warranty process to avoid our legal responsibilities where they apply.
There are different procedures depending on the nature of the concern.
You may complain directly to Heywood MOT Station about matters such as:
If you believe an MOT failure result is wrong, discuss it with us before repairs, adjustments or alterations are made to the vehicle.
A formal appeal against a failed MOT must be made to the Driver and Vehicle Standards Agency. Current GOV.UK guidance states that the appeal form must reach the DVSA within 14 working days of the test. A DVSA vehicle examiner may carry out another full MOT, and an appeal fee may be payable.
Different time limits apply when appealing a vehicle that passed but is believed to have been incorrectly passed. Current DVSA guidance distinguishes between mechanical and corrosion-related defects. Customers should check the latest GOV.UK instructions promptly.
Heywood MOT Station cannot independently overturn a recorded test result outside the applicable MOT process.
A report about an MOT tester’s conduct or compliance is different from an appeal against the result. GOV.UK provides a separate procedure for reporting an MOT tester.
The current forms, deadlines, fees and submission instructions should always be checked on GOV.UK before taking action.
If your concern is about an administrative mistake on the MOT record, such as incorrect vehicle information or mileage, contact us promptly.
Some mistakes may be corrected by the MOT centre within the period and process allowed by the official system. Other corrections may require a request to the DVSA and supporting evidence.
For mileage corrections, current GOV.UK guidance explains that evidence may be required showing the correct mileage and a date close to the test, such as an invoice, emissions printout, service receipt or job card.
We will not promise that every record can be changed. Corrections remain subject to DVSA rules and available evidence.
Some work may involve a parts supplier, manufacturer, specialist contractor, payment service, recovery business or another independent provider.
Where a complaint relates partly to a third party, we may:
We will not use the involvement of a supplier or subcontractor to avoid responsibility where the customer’s contract and applicable law make Heywood MOT Station responsible.
You may complain if you are concerned about how we have collected, used, disclosed, retained or protected your personal information.
Data protection complaints may be raised by telephone, in person, by post or through another clearly available complaints channel. The ICO recommends that organisations give people a clear way to complain and properly record and investigate the concern.
From 19 June 2026, UK organisations are subject to specific statutory duties for data protection complaints. These include providing a clear complaint route, acknowledging a data protection complaint within 30 days, taking appropriate investigative steps without undue delay, keeping the person informed and communicating the outcome.
To raise a privacy complaint, use the contact details in this policy or the privacy contact listed in our Privacy Policy:
Email: Info@heywoodmotstation.co.uk
A request to access, correct or delete personal information may be handled as a data protection rights request rather than, or alongside, a complaint.
You also have the right to complain to the Information Commissioner’s Office. You do not need our permission before contacting the ICO. The ICO provides an online complaints service and a public helpline.
This policy does not replace or restrict your statutory consumer rights.
Depending on the facts, you may be entitled to remedies under the Consumer Rights Act 2015 or other applicable legislation.
Independent consumer guidance is available from Citizens Advice. Citizens Advice can also pass appropriate information to Trading Standards.
You may seek independent legal advice or use any court process legally available to you. Court action is usually best treated as a last resort after reasonable efforts have been made to resolve the dispute.
We may keep a record of:
Complaint records may be used to:
Records will be retained only for an appropriate period, taking account of the nature of the complaint, legal requirements and possible claims.
Further information is available in our Privacy Policy.
We understand that people may feel upset or frustrated when making a complaint. We will not treat reasonable persistence, disagreement or criticism as unacceptable behaviour.
However, we may take proportionate steps to protect staff and manage communications involving:
Depending on the circumstances, we may:
These measures will not be used to dismiss a genuine complaint or prevent someone from exercising legal rights.
Complaint information will be handled with appropriate care.
We may need to share relevant information with:
We will not promise complete confidentiality where disclosure is required to investigate the matter, comply with the law or protect legal rights.
We may update this Complaints Policy when:
The revised policy will be published with an updated date.
To make or discuss a complaint, contact:
Heywood MOT Station
1A Adelaide Street
Heywood
Greater Manchester
OL10 4HQ
United Kingdom
Telephone: 01706 618181
Mobile: 07925 952298
Complaints email: Info@heywoodmotstation.co.uk
