Complaints & Customer Charter

Complaints & Customer Care Charter – M4 Car Removal

At M4 Car Removal, we aim to provide fair, honest, and reliable service to every customer. Your experience matters to us, and we take all feedback—positive or negative—seriously.

This Customer Care Charter explains your rights, our responsibilities, and how we handle any concerns in a prompt and professional way.

How to Make a Complaint

If at any stage you’re unhappy with our service—whether it’s about a quote, pickup, payment, staff behavior, or communication—you can contact us using any of the options below:

Phone

Speak directly with our team and explain your concern:
📞 0492 222 111

Email

Send us an email outlining your issue, along with your name, contact number, and vehicle details:
📧 info@m4carremoval.com.au

Online Form

You can also get in touch via our website contact form:
🌐 Contact Form: Available on our Contact Us page at m4carremoval.com.au/contact-us

Postal Mail

If you prefer to write to us, you can send a letter to:

📍 M4 Car Removal
3 Warrior Place
St Marys NSW 2760

The more detail you provide (dates, times, location, staff names, and what went wrong), the easier it is for us to investigate and resolve your concern quickly.

Our Complaint Handling Process

We follow a clear, fair, and transparent process for all complaints.

Step 1 – Acknowledgement

We aim to acknowledge your complaint within 1 business day (24 business hours) from when we receive it.

Step 2 – Review

We’ll review all relevant information, which may include:

• Previous phone calls, emails, or messages
• Booking details and pickup records
• Vehicle and payment information
• Internal notes or reports from the team involved

Step 3 – Investigation

A senior team member or manager will look into the issue in detail. We may contact you for further information or clarification so we fully understand what happened.

Step 4 – Resolution

We aim to resolve most complaints within 3–5 business days, depending on the complexity of the matter. Possible outcomes may include:

• Providing a clear explanation or clarification
• Fixing any errors or misunderstandings
• Offering an apology where appropriate
• Taking corrective action or adjusting internal processes
• Escalating the matter to higher management if necessary

Step 5 – Final Response

You will receive a clear response—by phone, SMS, or email—setting out:

• What we found
• Any action taken
• Any next steps (if required)

 

Our Customer Charter

M4 Car Removal is committed to high standards of professionalism, honesty, and customer care.

We commit to:

• ✔ Providing fair, transparent, and competitive offers for vehicles
• ✔ Treating every customer with respect, courtesy, and integrity
• ✔ Offering free, no-obligation quotes
• ✔ Operating in a legal, safe, and fully compliant manner in NSW
• ✔ Ensuring payments are processed securely and promptly
• ✔ Handling complaints fairly, respectfully, and without bias
• ✔ Using customer feedback to continually improve our services

 

Escalation Options

If you feel your concern has not been handled properly or you’re not satisfied with the outcome, you can:

• Request that your complaint be reviewed by senior management at M4 Car Removal; and/or
• Contact NSW Fair Trading, the state consumer protection agency, for independent advice or to lodge a complaint externally.

We fully cooperate with any external review or investigation by the relevant authorities.

 

Our Commitment to You

M4 Car Removal stands behind the services we provide across Sydney and surrounding suburbs. We want every customer to feel informed, respected, and treated fairly—from the first quote to the final vehicle pickup.

Your feedback—whether it’s a compliment, suggestion, or complaint—helps us improve and remain a trusted cash-for-cars and car removal service in New South Wales