We're committed to excellent Customer Service

This charter is our promise to you about the levels of customer service you can expect from every member of staff here at Fleetline. It sets out our customer service principles and the service standards that we aim to meet for all of our customers


5 star rated customer service

We're very proud of The Customer Service Experience at Fleetline. We really invest in our customers and pay particular attention to making sure that each and every valued customer gets the best experience that we can manage. Listen to Jess our front of house manager in the video above...

Our pick up and delivery service

We are pleased to offer a vehicle collection and delivery service, right to your door.  Using one of our full lift recovery trucks where necessary. Don't want to come to us? Then we'll come to you, picking up your car and dropping your courtesy car (if applicable) whilst we're there
Then we'll deliver your car back to you after the repair process, simply call us on 020 8680 8888 and we'll take care of that for you...

Our Customer Service principles

We will demonstrate our commitment to excellent customer services by:


  • Dealing with your enquiries professionally and efficiently
  • Treating your enquiries seriously, aiming for the right answer the first time
  • Being polite, courteous and clear about what can and cannot be done
  • Treating all people fairly and recognising your point of view
  • Actively seeking your views to help us improve the service
  • Promoting equal opportunities in all areas of service delivery
  • Providing an accessible service

    • We only use genuine parts, and all our repairs are covered by a repair guarantee, and for you our customer you can be sure that:

  • Our Team are Manufacturer trained technicians
  • We use genuine parts and materials
  • We follow factory repair methods to ensure vehicles are returned to factory approved standards
  • We have state of the art, Manufacturer approved equipment
  • We use Manufacturer’s diagnostic equipment to ensure that all systems are set correctly after repair
  • We are regularly audited by all the Manufacturers we are approved by to ensure that we work to the highest standards in everything we do

    • We pride ourselves on the quality of the work that we carry out and the levels of service that we offer to our customers. Fleetline Coachworks are proud to have been awarded a BSI Kitemark 10125 which governs all aspects of car bodywork repairs ensuring that all work that we undertake meets the highest standards in areas such as quality of the repairs, of the materials and repair methods used. We are also members of the good garage scheme and have recently been given a bronze award for our Eco Friendly Repair methods

    Volkswagen Vehicle Repair Authenticity Guarantee

    All of our repairs are carried out to exacting standards in line with Volkswagen factory repair methods, using Volkswagen trained Technicians and only Volkswagen genuine parts are used. The repairs to your vehicle are backed by the Volkswagen Repair Authenticity Guarantee to give you peace of mind that your car was repaired to the Volkswagen standards. Your Repair Authenticity Guarantee will be sent to you by email soon after the repairs are completed.

    We also offer a full range of additional services...

    ADAS - Amongst the many electronic systems vehicles are equipped with, increasing importance is given to the Advanced Driver Assistance Systems such as park assist, lane guidance and emergency braking assist. Fleetline are uniquely qualified to work on these vital systems

    4 Wheel alignment and geometry - By preventing premature tyre wear (and early tyre disposal), improving fuel economy and minimising carbon emissions, 4 wheel alignment not only reduces the cost of motoring, but will help the environment too!

    Tyres, keeping you on the road... - We sell and fit all major brands from Pirelli, Goodyear and Dunlop to Michelin, Continental and Bridgestone. Plus we offer a huge range of quality brands to suit your budget and your precious vehicle