Terms & complaints
How this site works, and how to raise a concern. Last updated 18 July 2026.
In plain English: this page covers using our website, how estimates work, and the steps to take if you're ever unhappy with a repair. It doesn't affect your statutory rights.
Using this website
You're welcome to browse and use this site to learn about our services and get in touch. The content, images and branding belong to MSL Customs and shouldn't be copied or reused without permission. We keep the information as accurate as we can, but we can't guarantee everything is complete or up to date at all times.
Estimates and quotes
Any figure we give online or over the phone before we've seen the car is an indication, not a fixed price. We'll only confirm a proper quote once the vehicle has been inspected, and we'll always talk you through it before any work starts. There's no obligation and no cost to ask.
Our work
The repairs and services we carry out are covered by the agreement we make with you for that job, and by our written guarantee. On an insurance claim, the claim itself is between you and the relevant insurer; we handle it on your behalf and keep you updated.
If something isn't right (complaints)
We want every customer to drive away happy, and if that's not the case we'd genuinely rather know. Here's how to raise it:
- Tell us. Call 0121 766 6669 or email info@mslcustoms.com and explain what's happened. If it's about a repair, let us know your registration and when the work was done.
- We'll look into it. We'll acknowledge your complaint promptly, look into what went wrong, and come back to you with how we'll put it right.
- We'll make it good. Where a repair we've carried out isn't up to standard, we'll correct it under our guarantee.
Most things are sorted quickly with a conversation. If your complaint relates to an insurance claim and can't be resolved with us directly, you may also be able to raise it with your insurer or the relevant ombudsman.
Contact
MSL Customs, Old BSA Building, 1 Armoury Road, Birmingham B11 2PP. Phone 0121 766 6669, email info@mslcustoms.com.