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Complaints Procedure
At ClickMechanic, we always strive for a ‘Right first time’ approach. We have designed the website to be super-easy to use, so even if you’re flummoxed by your vehicle, you won’t be by our platform!
As we know, things can - and unfortunately, do - go wrong occasionally. However, our friendly and knowledgeable support team are here to help.
We have our own in-house Resolution Centre where customers and mechanics can communicate in writing and where we can oversee, or get involved, as required.
In the event of any subsequent dispute between customer and mechanic, we are here in a mediatory capacity, to help bring the matter towards swift and amicable resolution, wherever possible - just 'escalate' the case to us for review.
If your complaint relates to a dispute with the independent mechanic (e.g. the amount charged, parts fitted or the quality of a repair) then please open a resolution case within your ClickMechanic account via the web link below, where you can message both the independent mechanic and ClickMechanic.
https://www.clickmechanic.com/resolution-centre
If you have purchased a pre-purchase Inspection, please be advised these are not offered with any form of warranty or guarantee. Please refer to the disclaimer within the individual inspection report itself.
Please be advised, ClickMechanic is a third party marketplace platform only. All mechanics trading on our platform are independent and not employed by us. They trade under their own business names and manage their own work schedules.
Your contract of works, payment, warranty (if applicable) and ultimately, any decision to refund, lies with the independent mechanic and not ClickMechanic, as the booking platform.
If your complaint relates to the browsing, booking or payment of services, please
contact us at: support@clickmechanic.com
We will always endeavour to help resolve your complaint as soon as possible, however, due to the complex nature of vehicle mechanics, some complaints will require a longer period of time in which to investigate and resolve. If this is the case, we'll provide you with updates and look to work with you and the independent mechanic to endeavour to reach a satisfactory resolution.
If you have had defective work fixed elsewhere for whatever reason, you should always provide your mechanic and ourselves with a verifiable report and/or invoice from the third-party garage (or similar) who carried out the remedial work, as evidence to support any complaint made - without such evidence, we would regard your complaint as unsubstantiated and therefore, unfortunately we would be unable to support your side of things with your mechanic. ClickMechanic cannot be held responsible for any associated costs.
Please also be aware that getting a repair fixed elsewhere before the independent mechanic has been offered reasonable opportunity to inspect/rectify it may invalidate their warranty.
If you're unhappy with our response/s - then you can request your complaint be further reviewed by our Customer Service Manager for final response.