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When your car has arrived at the designated North East Accident Repair Centres' site and its repair cost has been estimated (this normally takes place within 24 hours), you will receive a call from one of our estimators or customer service personnel.

Our Customer Charter?

Email1. Once we have received your claim from your insurance company, we will endeavour to contact you within 1 hour (during normal working hours). If you are unavailable by phone, we will text or email.

Car2. We will arrange to book your car in to one of our sites at your convenience. Once the vehicle is on site it will be stripped for assessment and a full assessment will be completed within 48 hours.

Tick3. The completed assessment will be sent to your insurers for authorisation and depending on your insurers, this can take up to 3 working days. Please note that your insurers will only authorise damage sustained during the accident and reported on your claim.

Phone4. Once authorised, our estimator will then contact you to discuss the repairs to your vehicle. At this point they will also advise you on the Estimated Completion Date (ECD) for your vehicle which will be subject to parts availability. (Please note, some manufacturers can take up to 5 days to supply parts and we have no control over parts availability.)

Trolley5. The ECD date is subject to many factors. Once we know of your parts delivery date, we can schedule the work through our workshops. The ECD date can fluctuate particularly with parts supply or finding additional damage during the repair process. We will commit to keep you informed and update you on any delays.

Phone6. We will keep you updated during repairs, and will call you at least 24 hours before the ECD to update you on progress.

Standards7. Once your vehicle has passed our rigorous quality control standards, we will contact you to arrange the return of your vehicle.

Happy8. On return of your vehicle, we will provide you one of our lifetime guarantee certificates.

They will be able to answer any questions you may have and advise the estimated completion date of your vehicle's repair.

At North East Accident Repair Centres the customer is at the heart of everything we do. We want you to feel secure that we will repair your vehicle to the highest standards and that we will keep you informed of what is happening at all times.

We are a locally owned business, with all three sites strategically placed in the North East. We have a combined 150 years of experience repairing cars for the North East public. Our aim is to repair your car to the highest standards and all three sites are British Standard Approved. All our work is fully guaranteed and comes with a lifetime guarantee. Check our website for more details and why not follow us on Facebook and Twitter.

Are there likely to be any delays?

We take great care to minimise the inconvenience that inevitably results from a vehicle accident and vital to this is ensuring we meet our estimated completion date wherever possible.

There are occasions where factors beyond our control result in a delays and some likely examples follow. On some occasions manufacturer's parts may not be available straight away and may need to be specially ordered, or in some cases go on back order. We will endeavour to communicate any parts delays too you, however we are limited by the information we get from vehicle manufacturers.

Delays may also result from awaiting authorisation from your insurers or if they want to physically inspect your vehicle.

Today's motor vehicles feature highly complex and advanced electronic systems and we continually invest in the latest technology to ensure that we can repair all makes and models. Occasionally during the repair of your vehicle additional parts may be required which may result in additional time for them to be identified and obtained. The final stage of every vehicle repair undertaken by North East Accident Repair Centres is cleaning and a comprehensive Quality Control Inspection. It is only after the Quality Control Inspection has been completed that we are able to arrange the return of your vehicle.

What guarantees do I receive?

We guarantee your car is reinstated back to the original manufacturer's specifications. All repairs carry a lifetime guarantee see details here

What and when do I need to pay?

On completion of repairs we require payment in full, either before we return your vehicle or at the point of return. In most cases this will be your excess and/or any additional agreed repairs.

If you are a business or are VAT registered you will be required to pay the cost of the VAT on the whole repairs. We will provide you with a VAT invoice that will enable you to claim back the VAT on your next VAT return.

We do not accept cheques and payment can only be made with cash or credit/debit cards. 

Further Questions

Should you have further questions about your vehicle's repair, or require any information about our other services, please contact the North East Accident Repair Centres where your vehicle is being repaired.

The largest locally owned bodyshop group in the North East

Newcatle Centre

Wesley Drive, Benton Square Industrial Estate, Newcastle, NE12 9UP.

Sunderland Centre

Unit 94/4 Carrmere Road, Leechmere Industrial Estate, Sunderland, SR2 9TW.

Darlington Centre

Lesro House, Banks Road, Darlington, DL1 1YF.