Policies and Procedures

Both Drivers and Mechanics are bound by the Terms and conditions of the Whocanfixmycar.com Ltd ("WCFMC") website – www.whocanfixmycar.com. This includes the Acceptable Use Policy in Part D – General Terms Applicable To All Users.

Table of Contents

Statement:

Whocanfixmycar.com Ltd. is committed to providing a service for all users that is transparent, informative and adds value to both Drivers and Mechanics alike. We believe that Driver Feedback is integral to this goal whereby its essential to inform, educate, and promote good service. We want all users of the WCFMC service to benefit from valid, informative and factual feedback.

In writing this policy guideline we have tried to explain the approach users should take to completing Feedback, and the responses too it. What is not acceptable, and what is; the method Mechanics should take in reporting or complaining about Feedback left, and our approach to how we will deal with those reports or complaints.

Please Note: By submitting Feedback to us you are granting us a royalty-free, non-exclusive licence to use, reproduce, modify, translate, make available and distribute the Feedback on or through the Services for the purpose of operating the Services. You also acknowledge and agree that WCFMC has the right to suspend, modify or permanently remove any Feedback, or Mechanic Feedback responses, where (in our absolute discretion) we consider it prudent or necessary to do so.

Notice to Mechanics: We do not actively monitor, check or verify Feedback which is posted. Accordingly, you acknowledge and agree that we (Whocanfixmycar.com Ltd) shall not have any responsibility to you or liability to you for any Feedback which is posted by any Driver and we will not usually become involved or intervene in complaints or disputes concerning Feedback, although we reserve the right to do so in exceptional circumstances. You may, if you feel that Feedback is misleading or libellous, contact us and we will investigate but we shall not be obligated to take any action.

Definitions:

Please read this Feedback Policy Guideline in conjunction with the WCFMC website, and any capitalised term not defined in this Feedback Policy Guideline shall have the meaning given to that term in the WCFMC websites Terms of Use.

Drivers

We encourage all Drivers that use our Services to find a Mechanic to leave Feedback. We acknowledge that not all Feedback is positive but we expect all Feedback should be constructive, factual, and help others (including the Mechanics) to understand your experience.

We encourage you as Drivers to engage with the Mechanic if a problem arises before you leave feedback, and give the Mechanic a chance to resolve any issues you maybe encountering.

Our Feedback is split into 3 parts

  • A Rating, from 1 (lowest) to 5 (highest)
  • A tick box, to indicate if you wish to recommend the garage to others
  • Written comments.

1. When can Feedback be left from a Driver.

We want all Drivers to be able to leave Feedback, but there are some rules around when and how this Feedback can be left. Some of these rules are set out in Acceptable Use Policy in Part D – General Terms Applicable To All Users, including that you cannot leave feedback if:

  • Its fraudulent, dishonest or misleading;
  • Is unlawful, harassing, libellous, abusive, threatening, harmful, vulgar, obscene, or otherwise objectionable (including but not limited to any racial, sexist comments) or breaches any laws;
  • If it encourages conduct that constitutes a criminal offence, give rise to civil liability or otherwise breaches any applicable laws, regulations or code of practice;
  • If it infringes the copyright or other rights of any third party;
  • Is technically harmful (including, without limitation, computer virus, or other malicious software or harmful data).

Additionally, the Feedback you leave should not contain;

  • Personal information of yourself or others, including but not limited to, email addresses or telephone numbers.
  • Any links to other sites, or promotional material to other sites or companies.

You should not leave feedback if:

  • You actually did not engage, or have work done by the Mechanic for Services you received quotes on the WCFMC website.
  • Work was completed 6 months or later than when you wish to leave the Feedback
  • If you are connected to the Mechanic, including but not limited to:
    • You are a current or previous employee of the Mechanic
    • You are an immediate family member of the Mechanic or their employees
    • You are a representative of the Mechanic, such as an engaged marketing agency.
    • You are in direct competition with the Mechanic and seek to use our website to discredit the Mechanic.
    • If you wish to leave a review of the Mechanic in general rather than your specific experience of using them.

2. What should the Feedback be about.

Users, both other Drivers and Mechanics, will read the Feedback, and they are looking for factual real-life experiences with the Mechanic.

The Feedback should be about:

  • The quality of work performed by the Mechanic.
  • The customer service you received from the Mechanic.
  • Specific highlights you might want to mention and point out, eg. Where they excelled at something, or where they went out of you way to help you.
  • Specific issues you may have in encountered, why they might have occurred and what the Mechanic did about it
  • The timekeeping and communication of the Mechanic with you.

3. What is unacceptable to put into Feedback

Feedback on the WCFMC website is not intended to continue an argument you have with a Mechanic. Feedback, as we have said should be factual, relevant, and constructive. Even if this is negative feedback for the Mechanic. We will not accept the following as Factual, relevant or constructive feedback.

  • In-appropriate use of language or offensive language (including bad, racist, sexist or otherwise abusive language)
  • Accusing the Mechanic of bad workmanship, but not explaining as to why. We want factual accounts of issues so both the Mechanic and other Drivers can understand the issue.
  • Any potential slanderous or non-accurate information that your using to discredit or enhance the Mechanic reputation. You should stick the facts of your experience with the Mechanic.
  • Comments about the Mechanics physical appearance. Whilst we want the Mechanics to achieve a customer service experience that you will be satisfied with, you should not be criticising or commenting on their appearance if it’s not relevant to the Job you are having done.
  • Feedback is not intended to be a form of revenge on the Mechanic, and you should not seek to use it as such. Feedback is about informing the Mechanic and others as to the service and quality of work you received, and where it could be improved, or where it excelled in your opinion.

4. What if WCFMC ask you to amend your Feedback

Whilst we do not actively monitor, check or verify Feedback which is posted, and do not usually become involved or intervene in complaints or disputes concerning Feedback. However, we do reserve the right to do so in exceptional circumstances. We will also periodically review Feedback left, and we may log and then investigate Feedback complaints we receive from Mechanics.

We do not censor or moderate Feedback on our Website, unless they do not meet the standards of this policy. However, we do reserve the right (as per Acceptable Use Policy in Part D – General Terms Applicable To All Users), to suspend, modify or permanently remove any Feedback, or Mechanic Feedback responses, where (in our absolute discretion) we consider it prudent or necessary to do so.

Subject to the standards of this policy we may in exceptional circumstances ask you to amend your Feedback.

5. What if you want to change your Feedback

Once you have accepted the quote of the Mechanic, and had the work done by the Mechanic, you can them leave feedback on that work. You are sent reminders regarding this feedback if you have not completed any.

Once you have completed the feedback, including giving them a rating, indicating if you would recommend them, and adding comments, it will lock the feedback into our system.

You will only be able to submit a change of review within 2 months of leaving that review on our site. If you wish to change the review which has been left before the 2-month mark. You may change your feedback, in accordance with the Feedback Policy guidelines by the following method.

6. Do I have the ability to lodge a complaint against the Mechanic?

As per our Terms and Conditions we do not recommend or warranty any Mechanic on our site. You as the Driver are solely responsible for contracting with the Mechanic on any work you post on our site. WCFMC is not a party to any contract between you and the Mechanic.

Before raising any issues with WCFMC, you should attempt to resolve the issue with the Mechanic themselves.

We strongly advise you to, before work is carried out, to agree in writing (with the Mechanic) the following

  • What work is to be done.
  • What price will that work cost, inclusive of VAT
  • What timeframe the work is expected to take.

Potentially, you could also consider asking the Mechanic the following,

  • To inform you BEFORE they do anything else that would either affect the price, or would be considered extra work that is needed
  • To detail the parts that are necessary, and whether they are new or used.
  • What guarantees or warranties they offer on their work, and the timeframe/mileage these apply for.
  • If there is a situation where you and the Mechanic cannot resolve the issues between yourselves, you should consult Citizens Advice (including reviewing the following website https://www.citizensadvice.org.uk/consumer/buying-or-repairing-a-car/problems-with-a-car-repair/ ) and contact WCFMC via email at [email protected].

Whilst we will try to assist you in liaising with the Mechanic, we are limited in the action we can take in resolving issues you may have. We may take action against the Mechanic, but we have no legal enforcement powers to compel the garage to do any action that may resolve your complaint.

What we will do is act impartially, and encourage both you and the Mechanic to work to resolve the issues together. We will also make records of the complaint and evaluate the response of the garage in relation to this complaint. These records, subject to applicable data laws, maybe available to you and the mechanic in any legal dispute.

We will also work with Trading Standards if contacted by them, and help them in any investigations they may have.

We try and encourage the garages to resolve complaints amicably as we feel that good customer service demands this of them. We encourage Drivers also to try and resolve issues also in that manner.

7. What WCFMC can do to help resolve complaints, what WCFMC can't do.

As above we have a very limited ability to resolve complaints between Drivers and Mechanics.

What will we do:

  • We will log all complaints against the Mechanic so we can assess the Mechanics customers service performance over time.
  • We will try and help liaise between the Mechanic and Driver. We will want both sides of the story to help us understand the situation from an independent point of view.
  • We will talk to the Mechanic about the situation, and if in our judgement the complaint is of a serious nature also inform the Mechanic of this judgement.
  • If we feel the matter is of such a serious nature we will also inform Citizens Advice (for further referral to Trading Standards) and encourage you also to do so.
  • If the Mechanic fails to engage with our procedures or policies around complaints we may suspend the Mechanic from our website.
  • We will provide evidence from our systems (subject to Data Protection Laws) to the Drivers, or Mechanics in the event there is a legal proceeding between them. Additionally, we may provide the evidence to Trading Standards.

We want Mechanics and Drivers to recognise both their responsibilities as a supplier of a service and a consumer of that service. However, as per our terms and conditions,

We (Whocanfixmycar.com Ltd) will not under any circumstances have any responsibility to you or liability to you for the performance or quality of any work which you ask any mechanic to carry out or for any acts or omissions on the part of any mechanic.

What we won’t do;

  • We won’t ignore any complaints you raise through the [email protected]
  • We won’t make any initial judgement, especially when only hearing one side of the complaint
  • We won’t accept conduct from either the Driver or Mechanic that insults or threatens both our staff and other individuals or groups.
  • We won’t escalate your complaint without your consent as a Driver.
  • We won’t and can’t give legal advice, but we might suggest you consult with Citizens Advice or a solicitor if the matter is deemed to be serious.
  • We are not mechanics, and we will not be able to give mechanical advice. We might help you if you wish by putting you in touch with other mechanics if you wish.
  • We can’t force the Mechanic to resolve your issues. We can encourage them, but all disputes are between yourself and Mechanic only, and hence all disputes need to resolved between yourselves only.

Mechanics

1. How should I feel about the Feedback left?

You should try and take all Feedback with a non-emotional business-like approach. Some Feedback is good, some can be bad, but all should be taken as learning experience on what may or may not have happened.

Good Feedback is great, and can show the benefits of good customer service, good mechanical skill, and communication on your part. Running a car repair or servicing business it not only about mechanical repair or servicing, but about communication with the customer, customer service (eg, timeliness, keeping the customer informed, going that extra mile sometimes), and an attitude that is more customer focused than just fixing a car. People who leave good Feedback are trying to inform both you the Mechanic and the other Drivers that use the site that you have gone that extra mile and that you are living up to the promises you have made to them.

Bad Feedback is not great, but can highlight issues with your customer service, issues of communication, and issues on the repair itself. Everyone can, and everyone does from time to time receive bad Feedback. What matters is how you take that bad Feedback in terms of your approach to what the Driver is saying.

What you should not do if you receive bad feedback is:

  • Take it as the only Feedback you will get
  • Reply to that Feedback as if you are in an argument with the person who has left it
  • Expect WCFMC will remove it
  • Take the approach of they are wrong and you have not done anything wrong. Something happened for them to leave bad Feedback, whilst what went wrong may have not been your fault, it still affects the Driver and thereby there may be an issue.
  • You should not contact the customer in aggressive or defensive manner. You should consider the issue at hand, keep calm and remain professional at all times.

2. When can I leave a response to Feedback left?

As a Mechanic you have the ability and opportunity to reply to the Feedback that is left. You should try and respond to both good and bad feedback alike. You can reply to each Feedback left via the website.

What approach should I take in replying to Feedback left?

In replying to any Feedback that is left, both good and bad, you should always remain professional.

If the Feedback is good, you should thank the Driver for that Feedback.

If the Feedback is bad, then you should:

  • Try to understand the issues that Driver has had
  • Reply in a professional manner. You should not try and argue with the Driver, this is not the forum to do that. What it is your opportunity to acknowledge that the Driver may have had a bad experience, and explain the situation to the others that may read the Feedback, and your response
  • They say the customer is always right, that may or may not be the case, but it has to be acknowledged in a customer service point of view something has gone wrong. That might not be at the fault of your activity, but you should in your response acknowledge the Driver is not happy. For instance, ‘We are sorry to hear that….’
  • You should try and stick to the facts and not the get emotional over them.
  • Highlight to the people who are reading the feedback and your response any attempts you made to rectify the issues and gestures of good will you may have made. Maybe make a gesture in your reply to the Driver so that they can benefit from future visits.

4. What is not acceptable to put in a Mechanics Response

You are bound by our Terms and Conditions and the Code of Conduct in using the WCFMC website. As such you are under obligations to use the site in a responsible and professional manner. This includes the requirements under Acceptable Use Policy in Part D – General Terms Applicable To All Users.

Please note your responses to the Feedback left are viewable by all users of the website. As such you should draft your replies in acknowledgement of that.

We expect your replies to be professional and factual, and not to contain any of the following:

  • In-appropriate use of language or offensive language (including bad, racist, sexist or otherwise abusive language)
  • You should not raise any personal comments about the driver (their behaviour, appearance, ethnic or educational background). You should treat (what you may feel) the most undeserved bad feedback as your opportunity to explain the situation.
  • Accuse the Driver of lying or misrepresenting the facts. Just explain your side, and point out the factual issues, eg. ‘We offered you a reduction in price which you refused’..
  • Any potential slanderous or non-accurate information. You should stick the facts.

NOTE: We remind you that this is not the Forum to continue, or start an argument with the Driver over the Feedback left. This is your opportunity to show your customer service ability and explain the facts to all users of the website.

WCFMC maintains the rights, as set out in the Terms and Conditions to suspend, modify or permanently remove any Mechanic Feedback responses, where (in our absolute discretion) we consider it prudent or necessary to do so.

5. Can I edit my Mechanics Response

Before you write any response to Feedback left, remember to think carefully about who is going to read it. Your response is viewable by all users of the website.

6. What if WCFMC ask you to change your Mechanics Response.

We do not actively monitor, check or verify Mechanic Feedback Responses which may be posted, and do not usually become involved or intervene in complaints or disputes concerning Feedback. However, we do reserve the right to do so in exceptional circumstances. We will also periodically review both Feedback, and the Mechanic Reponses left by users.

We do not censor or moderate Feedback Responses on our Website, unless they do not meet the standards of this policy. However, we do reserve the right (as per Acceptable Use Policy in Part D – General Terms Applicable To All Users), to suspend, modify or permanently remove any Feedback, or Mechanic Feedback responses, where (in our absolute discretion) we consider it prudent or necessary to do so.

Subject to the standards of this policy we may in exceptional circumstances ask you to amend your Feedback.

As per this policy we may ask you to amend or give you guidance as to how to amend your Mechanic Feedback response.

7. How can I complain or report about the Feedback left?

Drivers who have selected your quote can leave Feedback on the work or service you provided them. We do not censor or moderate Feedback Responses on our Website.

If you feel that the Feedback invalidates our Feedback Policy standard you can raise your complaint to WCFMC who will investigate your claim.

8. What WCFMC will do about your complaint or report, and what we won’t do?

We expect that the Feedback left by Drivers will meet our Feedback Policy standard. If you highlight a Feedback that you believe does not meet this standard then;

We will:

  • Log your complaint in our systems.
  • Investigate and try to understand the issues you have with the Feedback.
  • Evaluate the Feedback against this Feedback Policy standard.
  • Attempt to contact the Driver if we deem it prudent to do so.
  • Potentially help you write a Feedback Response to the Feedback left if we think this is appropriate Feedback.

We won’t:

  • Automatically remove bad Feedback upon your request. All Feedback that meets the Feedback Policy standard will not be removed, unless the Driver approves or does not response to our requests within a certain time frame.
  • We won’t accept abuse or pushy tactics to our staff to encourage them to change or remove the Feedback.
  • We won’t make a Judgement on who is right and who is wrong. We will try to be impartial and consider the facts you present, and evaluate verses the requirements this standard and the Drivers Feedback or information supplied if we contact the driver.

Whilst you may have a good reason to believe the Feedback might be invalid, we cannot judge this to be true until we know all the facts, including at times talking to the Driver to see why they may have left that Feedback. We give both parties (Drivers and Mechanics) the opportunity to leave and response to Feedback, and we feel all Feedback should be factual and considered.

We believe Feedback is integral to the WCFMC website, and users who meet our standard have the right to leave this Feedback. You need to understand this, and remember that if you receive bad Feedback, which you might not agree with, might be factual and valid. Thereby you should try to understand the issue, and reply to the Feedback in a professional manner, rather than trying to remove it, as we will be bound by this standard.

Please note, as Mechanic registered with the WCFMC website you are bound by the Terms and Conditions of the website, including Part D, Acceptable Use Policy.

9. What happens if someone complains to WCFMC about my work or conduct.

All complaints we receive, from Drivers or Mechanics, are logged within our systems for investigation. We take all complaints seriously, and depending on the nature of the complaint and what a Driver would like us to do we might do the following:

  • Contact you to get your side of the situation and highlight the issues the Driver is having.
  • Log all communication we receive from both the Driver and the Mechanic.
  • If we feel the complaint has some merit and we want to investigate further but you are not you willing to talk to us, or interact with our team or the Driver about the issue, we may suspend your account until we are contacted so we can talk about the issues.
  • We will always ask for your side of the situation, and may require you to email us answers to our questions, so we can record them in our systems.

We will be bound by what the Driver wants us to do about the complaint that they are raising with us. We will be impartial, but we want you, as the Mechanic to take any complaint we raise with you seriously and do as much as you can to help resolve it.

We will always encourage you and the Driver to resolve complaints between yourselves. You and the driver are parties to any work or servicing that is performed, and as per our Terms and Conditions by registering as a Mechanic and by using the Services you are agreeing that you shall be solely responsible for and shall indemnify us and hold us harmless from any costs, losses or claims which may result from any information you submit or transmit via the Services or from any work which you agree to perform for any Driver or from your dealings with any Driver or your use of their information.

If we decide that we need to act on the result of our complaint investigation or otherwise, it will be at our discretion as to what action we can take. This could include informing various official authorities of the situation, suspension or cancellation of your account, and allowing you access to any records we may maintain about the complaint or your account.

Please Note: We really encourage you to work with the Driver on any complaint you receive and understand their issues before you make any judgement. We also encourage you to understand the legal obligations you have a Mechanic, and what obligations and duties you owe consumers whilst you provide services to them. You should know your rights, their rights and understand the issues at hand.

This Feedback Policy was last updated on 1 November 2018.