FAQ's

We repair cars of all makes and models and light commercials vehicles up to a weight limit of 7.5 Tonne, which are no bigger than a standard long wheelbase, high roofline van.

It depends on the severity of the damage and who was at fault. If you are unsure then contact us first and our Customer Service Advisors can advise you potentially saving you a great deal of money & stress. If your vehicle is mobile you may want to get a free of charge quote first – once you know the repair costs you can decide on the best option. If the accident wasn’t you fault, why not use our non-fault service? non-fault service?

Yes. Your insurance company may prefer you to use a repairer from their approved network, but ultimately you are free to choose where your vehicle is repaired. So don’t settle for second best and contact your local Alton Cars repair centre.

If we are an approved repairer for your insurance company and you have courtesy car cover then you will be entitled to a courtesy car. If we are not an approved repairer for your insurer or it is a private job then we can still provide a courtesy car subject to availability. If the accident wasn’t your fault, you might be entitled to a free like-for-like hire vehicle upgrade, just contact our non-fault specialists for more details on 01226 209615.

You do. In most cases your insurance will automatically transfer onto our courtesy vehicle. If we are not an approved repairer for your insurer or it’s a private job then it’s your responsibility to arrange suitable insurance cover.

Please ensure you bring driving license photo card ID. This applies to any other named drivers on the policy that intend driving the courtesy vehicle. If you are self-insuring the vehicle then we will need to see a cover note prior to releasing the vehicle.

Yes, we do offer a free of charge collection & delivery service (and deliver or collect a courtesy cars where applicable) for insurance customers, up to a 30 mile radius dependent on your policy entitlement. This service is subject to a first-come-first served policy whilst immobile vehicles also take priority.

Yes, it is possible. This is usually due to limited courtesy car availability, limited collection or delivery facilities or parts being on back order. On the rare occasion that we do have to change a booking in date, we will advise you at the earliest opportunity and suggest alternative arrangements.

Repair durations vary as every job is different. In most cases, our engineers have to obtain authority from your insurer prior to carrying out repairs. If and once repairs are authorised, we can then order the parts required. Delays can be experienced in both these areas, should the vehicle need a physical inspection or if parts are on back order, and whilst we have little control over these factors, we will manage the situation as best we can. Once repairs have been authorised and we have parts onsite our Customer Service Advisors will then provide you with an Estimated Completion Date – this is the date we will aim to have repairs completed by. Unfortunately we cannot guarantee this & it’s not a delivery date.

Our Customer Service Advisors will contact you when vehicle repairs are complete. Where possible, we’ll make collection or delivery arrangements with you too. If we cannot get hold of you, we will leave a voice mail or send a text. Please ensure you respond within 24 hours to ensure you avoid any loan vehicle charges.

Your vehicle is washed & vacuumed inside.

It depends on several factors. If it’s a private job then you will be liable for the full cost of repairs, which will have been agreed upfront. If it’s an insurance claim, then your insurer will cover all repair costs. However, an excess may apply and if you are VAT registered, VAT on the full repair cost is charged. Payment methods include cash, card (2% charge for credit card) or BACS payment, but we do not accept cheques. It’s our company policy not to release the vehicle until after payment has been received.