FMG Avis 

A windscreen company crashed my car in their carpark and referred me to FMG to get it repaired and provide a car when it was in the garage. They forst sent me to a garage over 150 miles away. The second garage never got back to me, even after two follow up calls. The repair was booked for three weeks later and I was assured they would provide a replacement vehicle. I checked a week before the repair but nothing had been arranged. On the day of the repair I had to make 4 further calls and was promised a car would be arranged. I have now been on the phone to them 10 times, have 3 unanswered emails and recevied an email they cannot find a car and suggested I use my own insurance ( even though full responsibilty was admitted). I found a car with one phone call but they have not responded whether they would pay, despite 8 calls and 4 emails. 4 days later I am without transport though it is required for my work (on call surgeon). Their complete failure to address the issues raised (which they have admitted is totally their fault) is totally unacceptable, made worse by their failure to respond on numerous times. Their customer service is always friendly, but that does not negate the complete lack of action

My car was recently returned to me following a repair, and I was extremely concerned by the condition in which it was handed back.

Immediately on receiving the vehicle, all four tyres were showing low-pressure warnings on the dashboard. The tyre that had been replaced as part of the repair was showing a red warning, while the other three were showing yellow. The vehicle was also displaying a warning that the Active Brake function was limited.

What concerns me most is the apparent lack of a proper final check before returning the vehicle. Regardless of the underlying cause of the warnings, I cannot understand how a car can be handed back to a customer after repair with multiple visible safety-related warnings on the dashboard and without any explanation.

I immediately contacted both the branch and the company's central customer service team by phone and email, providing photographs of the warnings. Two days later, I have received no response, explanation or reassurance that the vehicle is going to be fixed

Issues can happen, and I would have been happy for this to be investigated and resolved promptly. What has made the experience particularly disappointing is the combination of the condition in which the vehicle was returned and the complete lack of follow-up after I raised what I consider to be a legitimate safety concern.

At this point, I am still waiting for someone to take ownership, explain what happened and arrange for the vehicle to be properly checked.

Good repair, took much longer and more work than I anticipated
Damage assessor very professional
Customer Services excellent when I could get through!

Very satisfied with whole experience,would recommend to anyone.

Did a fantastic job on both offside doors after being hit by a teenage driver.. Even tho car gone for a month v happy with courtesy car and perfect colour match of metallic orange paint.. That side looks like new!

Awful.
Customer service is rubbish.
0 stars.

My experience with FMG has been incredibly frustrating.

FMG managed an insurance claim relating to vandalism damage to my leased vehicle. After Octopus EV advised that the damage fell within the contractual damage waiver, I explicitly asked FMG to cancel the insurance claim. FMG confirmed that this had been actioned and the claim was closed.
After I returned the vehicle, the damage was reassessed and the claim proceeded through insurance. Nobody clearly told me that the claim FMG had confirmed was closed had been reopened or that it would result in a paid fault claim against my insurance history.

When I subsequently received communication from FMG, I specifically asked whether the claim was closed. Instead of answering, they asked whether repairs had been completed. I explained that I didn't know because I was no longer the keeper of the vehicle.

Months later, a Subject Access Request revealed that FMG had recorded this exchange internally as "customer wasn't interested." I was clearly interested – I had literally asked them whether the claim was closed. They simply didn't answer the question or tell me it had been reopened.

I eventually discovered the fault claim myself when trying to renew my car insurance. FMG never told me.
I complained in January 2026. FMG took nearly five months to issue a final response and initially tried to rely on Intact Insurance's response instead of providing their own. I contacted Intact directly, who confirmed in writing that their response covered Intact only and that FMG had to answer for its own handling.

FMG's eventual final response still failed to answer my substantive questions, including why I wasn't informed the claim had reopened, why I wasn't involved before decisions affecting my insurance record were made, why I wasn't offered the opportunity to pay privately, why no insurance excess was ever collected, and why I was recorded as "not interested."

FMG declined to uphold my complaint. Yet after I challenged their response, senior management subsequently acknowledged that communication "could have been clearer" and referred to the clearer communication I "should have received from FMG." They then offered £150 to resolve the complaint without escalation to the Financial Ombudsman. I declined; my questions were still unanswered and the complaint was already with FOS.

Even my Subject Access Request was mishandled. I submitted it on 10 March. The deadline passed without a response. After I chased, FMG admitted it had been "accidentally misfiled as a completed request rather than an in progress one." I have since formally complained about their handling of the SAR and, as of 29 July, have received no response.
I was also a vulnerable customer, having recently lost my husband and then my job. I have seen little evidence that this resulted in any greater care being taken.

Mistakes happen. My issue is the pattern: unclear communication, poor administration, missed deadlines, inaccurate internal notes, unanswered questions and responsibility repeatedly being passed elsewhere. I have had to investigate and piece together what happened myself.

The matter is now with the Financial Ombudsman Service.

Not having the need to make a claim for a damaged car for more than twenty years,yes twenty years, the procedure was surprisingly simple........without the help from Anna at FMG Norwich in filling in forms ,finding DVLA check codes and arranging collection/returning of our car we would have struggled !!!........of course,not forgetting John ,who collected and returned our car with utmost care..........both myself and my wife are car fanatics, and ensure our vehicles are spotless to the point of OCD !!!.
The condition of our car upon return was immaculate in every way and having a white pearlized paint finish we took the advise of the FMG advisor to have the full side repainted so we had no issues with " blending in"......he even noticed some damage I had not seen to the door glass and roof trim.well done !!
Would most highly recommend FMG Norwich to anyone needing car repairs.....well done all at FMG Norwich..thanks

These guys really know their stuff. Workmanship to be proud of and a process that keeps the customer in the loop. Being a former engineer, I can spot good craft and attention to the details which can spoil an experience. Giving credit where credit is due when experienced is so important. Especially when they actually exceeded my expectations throughout. I promise you that I have no connection whatsoever with the company or its staff. Just in case you’re thinking this is too good to be true!
Thank you very much FMG Kingsteignton,

Contacted insurance and fmg did the rest excellent service

Their collection and drop off service was a huge help. The repairs seem very good. I would recommend them to anyone who needs their vehicle repairing

Great service I used FMG via a third parties insurance who ran into my car. Repairs were done timely and to an excellent standard. Car was collected and delivered back to our home address and the hire car was on a par with our own. Highly recommended.

Excellent communication, service and repair

Seamless from start to finish with work done completed to a very high standard.

Car collected from my house. At a time that suited me, courtesy car left great service my car was in excellent condition when returned home by garage returned again at a time that fitted in with my schedule

Fantastic service from all the team at FMG. From the first call to the last everything went without issue

Speed of quote from investigation was great.
Given a weeks notice of repairs start date and collection of courtesy car which was fantastic.
Courtesy car and collection of mine was due to be at my place of work but due to changing work commitments it was necessary for me to drop mine in and collect the courtesy car. Couldn’t have been easier.

Regular updates to keep me informed of the progress.

Quality of the work carried out was excellent.
The service team are second to none, always having time to talk, regardless of how busy they were, with a friendly and professional manner.

Could rate them higher

I had not heard about FMG before this and pleased that the finished repairs were totally spot on with collection and return exactly on time.

The company were prompt, efficient and kept me fully informed of progress. All the people I dealt with were kind and helpful and the pick up of my vehicle and delivery of a courtesy car was perfect, as was the return of my car and collection of the courtesy car.