Before you book

1. Your warranty is a separate agreement

Your third-party warranty policy is a contract between you and your warranty provider. PW Auto Repairs is not affiliated with any warranty company and has no influence over their policies, decisions or authorisation process.

 

We are an independent repairer instructed by you to diagnose and repair your vehicle. Our contract for the diagnosis and repair of your vehicle is with you, not your warranty provider.

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2. Booking your vehicle and starting a warranty claim

Please let us know when making your booking if you intend to make a warranty claim.

Many warranty providers require notification and/or authorisation before any repairs are carried out. Failure to follow your warranty provider's claims procedure may affect your claim, so we recommend contacting them as soon as you become aware of a potential fault.

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In many cases, warranty providers will expect the customer to authorise and pay for the initial diagnosis and any further investigation or strip-down work required to identify the cause of the fault. The extent of any investigation required will depend on the symptoms presented and the direction the diagnosis takes. Once sufficient evidence has been gathered, the warranty provider will usually decide whether they wish to authorise further repairs or contribute towards the costs in accordance with the terms of the policy.

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Regardless of the warranty provider's decision, all diagnostic and investigative work authorised by the customer remains chargeable. If a warranty claim is declined, only partially approved, or the customer chooses not to proceed with the recommended repairs, the customer remains responsible for all authorised costs incurred up to that point. Any further repairs will only be carried out with the customer's approval. If repairs are not authorised, the vehicle must be collected or recovered in its current state following payment of the outstanding charges.

Where a vehicle has been partially dismantled as part of an authorised investigation, it will only be reassembled where this forms part of the agreed repair or where separate authorisation and payment have been agreed for the reassembly.

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To assist with your warranty claim, we may require:

• Your warranty provider's name

• Policy number

• Your contact details

• Your address

• The vehicle's service history (many providers ask to see evidence that the vehicle has been maintained in accordance with their policy conditions)

• Details of any claim reference or pre-authorisation number (if already issued)

• Any other information requested by your warranty provider​

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3. Follow your warranty provider's instructions

When you first become aware of a fault, you should check your policy documents or contact your warranty provider for advice.

Depending on the nature of the fault, they may require you to stop driving the vehicle, arrange recovery or obtain authorisation before diagnosis or repairs begin.

Failure to follow your warranty provider's requirements may affect your claim.

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4. Choosing how your claim is managed

You have two options when making a warranty claim:

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Option 1 - You deal directly with your warranty provider (Recommended)

We will:

• Diagnose the fault and report our findings to you

• Provide estimates where required

• Provide factual technical findings

• Supply invoices and supporting documentation where reasonably requested

 

You are responsible for liaising with your warranty provider regarding authorisation, claims and any reimbursement due under your policy.

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PW Auto Repairs will not communicate directly with your warranty provider under this option. All communication regarding your claim, including requests for further information or authorisation, remains your responsibility.

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Option 2 - PW Auto Repairs administers your claim (£50.00 inc VAT)

Where requested, PW Auto Repairs can assist with the administration of your warranty claim where reasonably practical. This is a chargeable service.

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The Warranty Administration Charge covers up to one hour of warranty administration and associated support reasonably required to facilitate the claims process.

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In addition to keeping you updated, we will communicate directly with your warranty provider where reasonably required. This may include:

• Telephone calls

• Emails

• Live chats

• Uploading technical reports

• Providing photographs and videos

• Completing online claim portals

• Supplying additional technical information

• Providing supplementary evidence following requests from the warranty provider

• Live video calls with warranty representatives or engineers*

• Facilitating an in-person inspection by the warranty provider's representative or appointed engineer, where requested*

• Monitoring and awaiting authorisation decisions

• Providing supplementary technical evidence requested by the warranty provider

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*Facilitating an in-person or live video inspection of the vehicle by the warranty provider or their appointed engineer may include arranging access to the vehicle and discussing our technical findings where reasonably required.

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Please note that some warranty providers require information to be supplied in stages as the diagnosis progresses. This may increase the amount of administration required before a decision can be made.

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PW Auto Repairs cannot guarantee that any costs incurred will be recoverable under your warranty policy.

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Warranty Administration Charge

Where PW Auto Repairs administers your claim on your behalf, a Warranty Administration Charge of £50.00 (including VAT) will apply.

This charge covers up to one hour of warranty claim administration and associated support required to facilitate the claims process.

If the warranty provider's requirements exceed one hour of administration/support, additional administration/support time may be charged in accordance with our current labour rate.

Whilst we will make reasonable efforts to administer your claim, we reserve the right to ask the customer to liaise directly with their warranty provider if the claim becomes excessively time-consuming, delayed or falls outside the normal claims process.

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Please note that warranty providers do not normally reimburse administration charges.

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The Warranty Administration Charge applies regardless of whether the warranty provider approves or declines the claim, as it relates to the time spent administering the claim rather than its outcome.

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Changing how your claim is administered

You may change how your warranty claim is administered at any stage. However, this will not affect any administration charges already incurred.

If PW Auto Repairs has carried out warranty administration on your behalf, the appropriate administration charges remain payable even if you later choose to deal directly with your warranty provider.

Likewise, if you initially deal directly with your warranty provider but subsequently ask PW Auto Repairs to administer the claim on your behalf, the Warranty Administration Charge will apply from that point onwards. Any additional administration time beyond the first hour may also be charged where applicable.

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