Our Staff will always aim to:


  • Be welcoming, polite and respectful to all our customers.

  • Listen to customers and treat them according to their needs.

  • Be helpful and knowledgeable in advising our customers.

  • Get everything right first time.

  • Make appointments at times that suit our customers.

  • Tell customers as early as possible should we be unable to keep an appointment.

  • Answer telephone calls within 5 rings.

  • Respond to telephone messages within 2 hours.

  • Take (and ensure delivery of) messages for colleagues who are not available.

  • Keep customers informed and provide timely updates on progress of work and orders.

  • Resolve all complaints within a reasonable time period or explain why we have been unable to do so.

  • Monitor all complaints and learn from our mistakes.

  • Follow up suggestions and use them where we can.

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