This is correct.
We adhere to BVRLA guidelines in terms of fair wear and tear and it’s their rules we follow when it comes to damage.
We also fix any damage at cost with no mark up so customers get a better price than if they just walked into a garage.
The reason it’s sometimes slightly more expensive than say an independent garage is because we use OEM (manufacturer) approved parts to ensure our cars are repaired to the highest standard possible due to another customer potentially driving the vehicle after it’s been repaired.
We do have a disputes process too which we’ve just recently streamlined even further so if a customer feels the vehicle is within fair wear and tear or that they didn’t cause the damage, they can dispute it and we can investigate it further.
If we decide damage stands, we will provide all evidence (pick up photos, damage reports etc) to the customer to evidence this and should they still not be happy we advise to contact the BVRLA who will investigate it and mediate between onto and our customer to determine if they deem the charge acceptable with it being their policy we’re following.
Hope this helps all!