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.
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 an important part of this, in informing, educating and promoting good service where it applies. We aim to enable users of the WCFMC service to benefit from valid, informative and factual feedback where possible.
In writing this policy guideline we have sought to explain the approach users should take to completing Feedback, and the responses to it. We have outlined areas such as what we consider not to be acceptable, the process that should be taken 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.
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 to 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, giving the Mechanic a chance to resolve any issues you maybe encountering.
Our Feedback is split into 3 parts;
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 Driver Terms & Conditions on the Website, including that you cannot leave feedback that:
Additionally, the Feedback you leave should not contain:
You should not leave feedback if:
you are connected to the Mechanic, including but not limited to:
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:
Feedback should be factual, relevant, and constructive, even if this is negative for the Mechanic. We will not accept the following as factual, relevant or constructive feedback:
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 may 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 it does 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.
Once you have accepted the quote of the Mechanic, and had the work done by the Mechanic, you can leave Feedback on that work. You will be sent reminders regarding this Feedback, if you have not submitted any.
Once you have completed the Feedback, including giving the Mechanic a rating, indicating if you would recommend them and adding comments, the feedback will be locked 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 do 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.
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.
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:
You may also wish to consider asking the Mechanic the following:
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). You may also contact WCFMC via email at [email protected], solely to make us aware of the matter.
We may decide to 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.
We may 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 or other legal constraints, may be 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 Mechanics 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.
As mentioned above, We have a limited ability to resolve complaints between Drivers and Mechanics that arise out of their own contractual relationships and engagements.
We will typically:
What We won’t do:
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 (e.g. 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, communication or regarding the repair itself. Everyone can, and many do receive negative feedback from time to time, bet it verbally or through online channels. 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 through the Website is:
As a Mechanic you have the ability and opportunity to reply to the Feedback that is left on the Website. You should try and respond to both good and bad Feedback alike. You can reply to each Feedback left via the Website.
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:
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:
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.
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.
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 may 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.
Drivers who have selected your quote can leave Feedback on the work or service you provided them. We do not censor or moderate Feedback 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.
We expect that the Feedback left by Drivers will meet our Feedback Policy standard. If you highlight Feedback that you believe does not meet this standard, then please contact us.
We will not:
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 respond to Feedback, and We encourage both parties to ensure that Feedback should be factual and considered.
We believe Feedback is integral to the WCFMC Website, and users who meet our standards have the right to leave this Feedback.
We log the complaints we receive within our systems to monitor usage of the Website and adherence to its terms and conditions, amongst other reasons. Depending on the nature of the complaint and what a Driver would like us to do we may do the following:
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 any investigation into a complaint 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.
We would always encourage you to work with the Driver to resolve any complaint you receive and understand their issues before you make any judgement. We would 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 27 July 2020.