We look at Andrew's complaint about the time taken to repair his car and the quality of the repair. 

What happened

Andrew was unhappy with the time taken to repair his car and the quality of the repair. 

We reviewed the claim notes and found that his insurer had made several mistakes which meant the repairs were severely delayed. They’d also forgotten to order parts until Andrew chased them.

After the repairs were done, Andrew had to take his car back four more times as it wasn’t fully fixed. He had an independent report carried out which supported his views on the workmanship.

Our decision

We upheld this complaint as we agreed that the repair work was substandard. Understandably, Andrew didn’t want to take the car back to the insurer’s garage anymore. So we told his insurer to pay him a reasonable amount to get the remaining work carried out at a garage of his choice.