Complaints Procedure.

Last updated: 14 September 2026

At Rescue Tyres LTD we want every job to be done properly. If something has not gone right, please tell us. We will listen, look into it fairly and put things right where we can. Making a complaint does not affect your statutory rights.

1. How to make a complaint

You can complain in whichever way suits you:

• Email: rescuetyresltd@outlook.com. Email gives both of us a clear written record.
• Phone or WhatsApp: 07473 720871
• Post: Rescue Tyres LTD, Unit G, 41 Warwick Road, Solihull, B92 7HS

If you complain by phone, we will make a note of what you tell us and confirm the main points back to you in writing, for example by text message, WhatsApp or email.

2. What to include

To help us look into your complaint quickly, please include as much of the following as you can:

• your name and the best way to contact you;
• the date of the work and where it was carried out;
• the vehicle registration;
• what happened and what you are unhappy about;
• what you would like us to do to put it right; and
• any photos, receipts, messages or other information that may help.

Where it is safe and practical, please keep any tyre or part you are complaining about, as it helps us to investigate. This does not affect your rights if you need to get your vehicle back on the road first.

3. What happens next

• Acknowledgement. We aim to acknowledge your complaint within 2 working days and tell you who is dealing with it.
• Investigation. We will look at the job record and any messages or photos, speak to the technician who carried out the work and, if needed, ask to inspect the tyre or vehicle.
• Our response. We aim to send you a full written response within 10 working days of receiving your complaint. It will explain what we found and what we will do to put things right. If we need more time, we will tell you why and when you can expect to hear from us.

4. If you are not happy with our response

Tell us why, and your complaint will be reviewed by our founder, Hiwad Yarkhil. We aim to send you our final written response within 10 working days of your request for a review. Our final response will confirm that our internal complaints procedure has been completed.

5. Getting independent help

If we have not been able to resolve your complaint, you can get free, impartial advice:

• Citizens Advice consumer helpline (England and Wales): 0808 223 1133, or visit citizensadvice.org.uk/consumer
• Advice Direct Scotland (Scotland): consumeradvice.scot
• Consumerline (Northern Ireland): nidirect.gov.uk/consumerline

Alternative dispute resolution (ADR). ADR is a way of settling a dispute with the help of an independent third party, without going to court. [Name and website of ADR provider, and whether Rescue Tyres LTD agrees to use it, to be confirmed.]

Going to court. You also have the right to take a claim to court. For smaller claims in England and Wales, see GOV.UK: make a court claim for money.

6. Complaints about your personal information

If your complaint is about how we handle your personal information, please see our privacy policy. You can also complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint.

7. Your statutory rights

This complaints procedure does not affect your statutory rights, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can read more about how we deal with problems in our terms and conditions.

We keep a record of complaints for six years from the date the matter is closed, as explained in our privacy policy.

8. Contact details

Rescue Tyres LTD
Registered in England and Wales, company number 15075776
Registered office: Unit G, 41 Warwick Road, Solihull, B92 7HS
Phone and WhatsApp: 07473 720871
Email: rescuetyresltd@outlook.com