Last updated: 2026

Our Complaints Philosophy

Autowin Panel Beating is committed to treating clients honestly, fairly and with respect. We aim to deliver professional service, quality workmanship and clear communication in all customer interactions.

If you are dissatisfied with any aspect of our service, communication, repair process, quotation process or customer experience, we encourage you to let us know as soon as possible so that we can review the matter and respond appropriately.

What You Need To Do

• Inform us of your complaint as soon as possible.
• Email your complaint to complaints@autowin.co.za.
• Provide your full name, contact details and vehicle details.
• Include any relevant dates, reference numbers, quotation details, repair details or claim information where applicable.
• Attach any supporting documentation, photographs, reports or correspondence that may help us review the matter.
• Explain clearly what happened and what outcome you are requesting.

Our Complaints Process

What We Will Do For You

• Acknowledge receipt of your complaint as soon as reasonably possible.
• Inform you of the steps we will follow during the review process.
• Review the information provided and request further information if required.
• Investigate the complaint in a fair, transparent and professional manner.
• Keep communication clear and practical during the complaint review process.
• Provide a response once the matter has been reviewed.
• Where applicable, explain the reasons for the decision or outcome.
• Keep a record of complaints in line with internal business and legal requirements.

Internal Review & Dispute Resolution

If you are not satisfied with the initial response or outcome, you may request that the matter be reviewed further internally.

Where appropriate, the complaint may be escalated to a senior person within Autowin Panel Beating for further consideration. We may request additional information, documentation or clarification to properly assess the matter.

If a matter remains unresolved after the internal review process, customers may consider approaching the relevant independent dispute resolution or consumer protection bodies where applicable.

Depending on the nature of the matter, this may include:

• Motor Industry Ombudsman of South Africa (MIOSA).
• Consumer Protection Bodies.
• National Consumer Commission.
• Relevant industry dispute resolution structures.

Autowin Panel Beating will cooperate reasonably with dispute resolution processes where appropriate.

Important Notes

Autowin Panel Beating is a motor body repair business. Where a complaint relates to an insurance claim, insurer decision, policy wording, claim rejection, authorisation delay or insurance-related outcome, the final decision may rest with the relevant insurer, assessor, administrator or authorised financial services provider.

Where applicable, we will guide you on which party may need to assist further, but Autowin Panel Beating cannot override insurer decisions or policy terms.

Conclusion

We value our clients and take service concerns seriously. Our goal is to handle complaints with fairness, professionalism and transparency while working toward a practical outcome wherever possible.