Complaints Procedure & Warranty Terms

This procedure outlines the process for raising and resolving complaints relating to products or services supplied by W Drake (Bradford) Ltd. It is designed to ensure concerns are handled fairly, consistently, and in accordance with applicable UK consumer legislation, including the Consumer Rights Act 2015.

Warranty Coverage

All applicable services supplied by W Drake are covered by a 12-month warranty from the date of supply, subject to the terms and conditions provided at the point of sale. This warranty covers faults arising from defective materials or workmanship under normal use.

All warranties for goods supplied by W Drake are subject to compliance with any warranty period provided by our wholesalers and/or suppliers, and is subject to warranty in line with our terms and conditions provided at the point of sale. If a product is rejected and returned within 30 days a full refund will be issued in line with the Consumer Rights Act 2015.

Raising a Complaint

Customers must raise any concerns:

• In writing (via email or letter)
• Within a reasonable timeframe following identification of a potential issue

The complaint must clearly include:

• A detailed description of the issue
• How and when the issue was identified
• Who identified the issue (e.g. customer, mechanic, engineer)
• Any supporting evidence (e.g. photographs, reports, invoices)

Failure to provide sufficient detail may delay the assessment and resolution process.

Initial Assessment and Return of Goods

Upon receipt of a complaint, W Drake will conduct an initial review. Where necessary:

• The customer may be required to return the goods to W Drake for inspection
• The initial cost of return is the responsibility of the customer
• If a fault is subsequently confirmed, reasonable return costs may be reimbursed

Returned items must not be tampered with or dismantled unless agreed in writing beforehand, as this may affect warranty eligibility.

Inspection Outcome

Following inspection, W Drake will determine whether a fault is present and covered under warranty:

• If a fault is confirmed, W Drake will, at its discretion:
  — Repair or rectify the issue, where appropriate; or
  — Provide a full or partial refund
• If no fault is found, or the issue falls outside warranty terms, the customer will be  informed with supporting findings.

Disputed Claims and Independent Reports

If the nature or cause of the issue is disputed:

• The customer may be required to obtain an independent engineer’s report
• The report must be prepared by a qualified and impartial professional
• It must clearly state:
  — The identified fault
  — The method used to reach that conclusion
• The cost of this report is initially borne by the customer
• If the report supports that W Drake is liable, reasonable costs may be reimbursed

W Drake reserves the right to review and challenge the findings where appropriate.

Consumer Rights

This complaints procedure operates in accordance with UK law, including the Consumer Rights Act 2015, which provides that goods must be:

• Of satisfactory quality
• Fit for purpose
• As described

Nothing in this procedure limits or excludes statutory consumer rights.

Escalation and Dispute Resolution

If a resolution cannot be reached:

• The matter may be escalated for independent review
• Customers may seek further guidance or dispute resolution through the Federation of Engine Remanufacturers (FER)

This provides an additional layer of impartial support and industry oversight.

Contact Details

All complaints and correspondence should be directed to W Drake using the contact details provided on their official website.

Review of Procedure

W Drake reserves the right to update this procedure to reflect changes in legislation
or business practices. The latest version will always apply.