Audi Repair Dubai · Customer Resolution
Customer Complaints and Resolution Policy
How service concerns, invoice questions, workmanship complaints, warranty claims, privacy issues, and website corrections are reviewed.
A complaint should be handled on evidence, not defensiveness. Our aim is to identify the exact issue, review the records, inspect the vehicle where necessary, and explain the next step without unnecessary delay.
How to raise a concern
Contact the workshop with enough information for us to identify the matter. Depending on the issue, useful details can include your name, vehicle, invoice or job reference, service date, the symptom or concern, and relevant photographs or messages.
For a website issue, send the page URL and identify the statement or section you want reviewed. Please do not send unrelated identity documents or other sensitive information that is not needed to investigate the complaint.
Service and workmanship concerns
We review the approved scope, diagnosis, parts supplied, workshop records, invoice, communications, and the condition currently presented. A return inspection may be needed to determine whether the concern is connected with the original work.
Estimate and invoice questions
If the issue is price or scope, we compare the final invoice with the work that was approved and any additional work that was subsequently authorized. If the paperwork or explanation is unclear, the customer should receive a clear account of what was charged and why.
Warranty claims
A repeat symptom is not automatically proof that the original repair failed, because different faults can create similar symptoms. Where reasonably possible, we inspect the vehicle, compare the present fault with the original repair, and decide whether the issue falls within the relevant commercial warranty or another remedy.
The workshop’s commercial warranty terms do not remove any mandatory consumer right or remedy available under applicable UAE law.
Privacy complaints
If the complaint concerns personal information, explain what data or processing you want reviewed. We will assess the request under the privacy policy and applicable legal requirements, while retaining records that must or may lawfully be kept for service, accounting, security, warranty, or dispute purposes.
Website content complaints
Technical, pricing, legal, business-information, or safety claims are reviewed under our corrections process. We do not leave a material error in place merely because the page is old, ranks well, or would be inconvenient to change.
Possible outcomes
The correct outcome depends on the evidence and the type of complaint. It can include clarification, a document correction, a return inspection, re-performance of work, a warranty decision, a content correction, a privacy response, or another remedy required or agreed in the circumstances.
We do not use this page to promise an outcome before the facts are known.
External consumer rights
Using our internal complaint process does not prevent a consumer from contacting the competent consumer-protection authority or using another complaint or legal remedy available under UAE law. We do not require a customer to waive statutory rights in order to ask us to review a complaint.
For a Dubai-licensed retailer or service provider, the Dubai Department of Economy and Tourism provides a consumer complaint channel. The appropriate authority and procedure can depend on the business licence, type of complaint, and subject matter.
Official channels can change, so use the authority’s current instructions and eligibility requirements when submitting a complaint.