Ask for a written quote, how the paint will be matched, what parts will be used, when the car will be ready, and who deals with the insurer. A good shop will answer plainly. Ask us any of these when you ring.
Handing over your keys is a small act of trust. The shop will have your car for days, perhaps longer, and you cannot see what is going on. A few questions beforehand take five minutes and cover most of what goes wrong. This list works for any body shop, including us. It is general information, so use the bits that fit your job.
Can I have the quote in writing?
Start here. Pembrokeshire County Council's consumer guidance says you can ask for a written fixed-price quotation, or a written estimate if a fixed price cannot be given. Which? says to check the quote covers parts, labour and VAT. Our page on what a repair quote should include has a checklist.
Then ask the follow-up: "What happens if you find more damage once the panel is off?" You want to hear that they will ring you before doing extra work. The Motor Ombudsman says additional work that raises the price should not be done without your authorisation.
How will the paint be matched?
Paint colour is the first thing you will notice when the car comes back, so ask about it. Useful questions:
- Is the paint mixed to match my car's colour, using the colour code?
- Will the new paint be blended into the next panel?
- Is the work done in a spray booth?
- Will the car be polished at the end?
Cars fade slightly in daylight, which is why a straight match on a single panel can show a join. Blending means spreading the new colour out into the neighbouring panel so the eye cannot find the edge. Our page on how paint colour matching works explains it in plain terms. For bigger jobs, see our respray page.
What parts will be used?
Not every repair needs a new part. Many bumpers can be mended by plastic welding and filling, and a lot of dents come out without any new panel. Where a part has to be replaced, ask:
- Is it a new part, a used one or an aftermarket one?
- Who supplies it, and how long will it take to arrive?
- Does it come with any warranty from the supplier?
Which? also suggests checking that the garage uses suitable parts so that any remaining manufacturer warranty on a newer car is not affected. If you want the old part back, tell the shop before work starts. Pembrokeshire's guidance says a trader should hand old parts back on request.
How long will it take?
Ask for a date, and ask what could move it. Paint needs time to cure, parts can be delayed and a bigger job can reveal more damage. No honest shop can promise an exact timing on a car it has not yet opened up, so a range with the reasons is better than a flat promise. Ask whether they will ring you if the date slips.
For small jobs the answer can be short. Headlight restoration, for example, is often done in under an hour. For accident damage, the shop should be able to tell you what the main steps are. Our page on how a body shop repair works lays out the stages.
Can you collect or deliver the car?
If you cannot do without your car during the day, or it is not safe to drive, ask whether the shop can collect it. We can arrange collection and delivery in nearby areas, so ask us when you ring. Also ask about courtesy cars and whether there is a charge. Which? advises asking what a courtesy car costs and checking your insurance excess and policy terms.
What do you need from my insurer?
If the repair is going through insurance, ask:
- Who contacts the insurer, you or the shop?
- What does the shop need from the insurer before starting, such as an approved estimate or an authority number?
- What happens if the insurer's figure differs from the shop's quote?
- Will you send photos of the damage if the insurer asks?
Some policies treat a repairer you have chosen differently from one the insurer picked, so read your policy first. We cover that in choosing your own repairer. If you are unsure about the claim itself, see should you claim for a scratch or dent.
What happens if I am not happy with the work?
Ask this before you book, not after. How do they want to hear about a problem? Who do you speak to? Is there a time limit? The Motor Ombudsman suggests keeping the original estimate, the itemised invoice and any messages about what was agreed, and raising a problem promptly. Check what the shop offers in writing, and keep it with the paperwork. We make no claims about guarantees on this page. Ask us what we do when you ring.
Can I see the car and the work?
A reasonable shop will let you look at the car before you leave it and when you collect it. Walk around it in daylight. Check the panel gaps, the paint colour against the next panel, and that bumper clips, lights and sensors are all back. Photographs taken at drop-off help everyone. Pembrokeshire County Council also notes you can ask for photos or video of the finished work.
Do I get a receipt I can understand?
Ask for an itemised invoice. The Motor Ombudsman says that if an invoice is not itemised, you can ask the garage for a clearer breakdown, and that unclear charges are a common reason for a dispute.
Getting a price from us
We are in Smallfield, near Horley and Gatwick. Send photos on WhatsApp 07724 146 809, ring 01342 649 362 or email info@ericraft.co.uk. The quote is free, with no obligation and no pressure. You are welcome to ask us any of the questions on this page when you ring. Our accident repair and scratch repair pages show what we do, and our contact page has opening times.
Questions people ask
How many body shops should I ask for a price?
Two or three is plenty for most jobs. Compare like with like: same panels, same paint work, same parts, and whether VAT is included.
Is it rude to ask a body shop lots of questions?
No. A good shop expects them, and answers are usually quick. If someone gets cross when you ask for a written quote, that tells you something.
Should I take photos before I leave the car?
Yes. Photos of all sides, taken in daylight, show the condition of the car at drop-off and help if anything is queried later.
Can I ask for my old parts back?
Yes, if you ask before the work starts. Pembrokeshire County Council's guidance says a trader should give old parts back on request.
Do I have to deal with my insurer or does the shop?
It depends on the claim and your policy. Ask both your insurer and the shop who does what, and write down the answers.
Sources and further reading
- How to find a good car garage, Which?
- Can you dispute a car repair bill?, The Motor Ombudsman
- Vehicle repairs and servicing: your rights, Pembrokeshire County Council
This page gives general information, not legal or insurance advice. Check your own policy and the official pages above.