Customer Charter

Who we are and what we do

  • Slater Gordon Solutions Motor is a market leading provider of claims management and mobility solutions to insurers, insurance brokers, vehicle manufacturers, bodyshops and direct customers.
  • We offer a tailored service to help drive down the cost of motor claims, maximise opportunities and deliver exemplary customer service, underpinned by 24/7 operations.

Our service standards

  • We measure the quality of our performance through your feedback in order to continually improve the service we deliver to you.
  • We conduct all our business in an honest and professional manner. We treat our customers with dignity and respect and inform you about decisions that may affect you.

What we will do for our customers

  • We will get a suitable hire vehicle to you within 4 hours, depending on vehicle type and your location.
  • We will get your car repaired by a British Standard Kitemark approved, professionally accredited repairer in your location.
  • We will use all our resources to put you back into the position you were in before you had your accident.
  • We will assist you with any legal or personal injury claims.
  • We are committed to dealing with customer claims as quickly and professionally as possible
  • We will listen to you and act in your best interests.
  • We need your help to do this, so always tell us everything that may impact your claim.
  • We will keep you updated on developments with your claim.
  • We will liaise with interested third parties on your behalf.
  • We will keep your information safe – we never sell your data to anybody for any purpose.
  • We will deliver on our promises
  • We will never say we will do anything that we can’t.
  • We will always tell you what’s going on.
  • We will always act in your best interests.
  • We will always deal with you honestly and fairly.

If we get things wrong

  • We will do all we reasonably can to put things right.
  • We learn from our mistakes and deal with complaints fairly.
  • We will always tell you it like it is!

Your feedback

  • We value and appreciate your feedback and use it to monitor and improve our performance.
  • We would be pleased to know if:
  • You are happy with our service
  • You feel we are not meeting our service commitments to you, and/or.
  • You have ideas on how we can improve our service to you.