While the car is in your care: workshop responsibility essentials

The moment a customer hands over their keys, their car is in your care. Over the next hours or days it may be moved around the site, put on a ramp, road tested and parked outside overnight. Each of those steps carries risk: a scrape, a knock, theft, vandalism. And if damage happens, the first question will be whether the workshop is responsible.

This article sets out the general principles in plain terms, and focuses on the practical habits that reduce your exposure. It is not a substitute for advice from a legal adviser or your insurer.

The basic expectation

When a customer leaves a car with you, there are really two things going on: an agreement to carry out work, and the fact that you are looking after someone else's property. In general, a business that takes care of a customer's vehicle is expected to take reasonable care of it and to hand it back in the condition it was received, apart from the work requested. How far that responsibility goes in a particular case depends on the circumstances, so take advice from a legal professional when a specific situation arises.

The practical consequence is simple: if damage is found at handover and you cannot show it was already there on arrival, you are in a very uncomfortable position. That is why a precise check-in record matters so much, as covered in how to protect your workshop from bodywork disputes.

When does your care start and end?

It starts when you take control of the car: keys handed over at the desk, dropped in a key box, or the car collected by your own driver. It ends when the customer takes it back.

Both ends need recording:

On arrival, with a condition record, ideally photographic.
On departure, with a handover in person, or a departure record if the customer collects out of hours.

Key drops and out-of-hours collections are the weakest points, because nobody else is there. Do the full walkaround before moving the car, send the record to the customer, and record the car again in the same way when it is left ready for collection.

The risky moments

Moving cars around the site

The short drives between customer bays, holding area, ramp and handover area cause a steady trickle of minor damage: bollards, other cars, doors opened against walls. Simple rules help: walking pace, someone guiding in tight spots, bays wide enough to open doors.

Lifting and working on the car

Correct lifting points, wing covers, seat covers, floor mats. These exist for a reason, and using them should be routine, not optional.

Road tests

A road test should be justified by the job. Tell the customer one may happen, note the mileage before and after, and only let authorised staff drive.

Overnight and outdoor parking

Theft, vandalism and weather: cars left outside overnight are exposed. Fencing, lighting, secure key handling and a check of your insurance cover all deserve attention.

Keys

Keys left in the ignition or on an open board are an invitation. A locked key cabinet and a simple sign-out log cut the risk considerably.

Belongings left in the car

Customers leave things behind: sunglasses, laptops, child seats, paperwork. If something goes missing, the conversation is awkward. A simple habit helps: ask the customer at check-in to take valuables with them, and note on the record anything that stays in the car.

Cars that are not collected

A finished car that nobody collects takes up space and keeps you exposed. Storage charges may be possible, provided the customer was told in advance, for example on the job card or in your terms. The details depend on your contractual set-up, so get them checked.

Insurance: know what you are covered for

Most workshops carry trade insurance that covers customers' vehicles while in their care. Cover varies widely: moving cars on site, road tests, outdoor parking, theft, excesses, limits. Go through your policy with your broker or insurer against what you actually do day to day. A photographic check-in record is also useful to your insurer if you ever need to claim.

Handover: closing the loop

Your care ends when the customer drives away, so treat handover with the same care as check-in. Walk the customer to the car rather than handing keys across the desk, give them a moment to look it over, and note anything they raise there and then. If the car is collected out of hours, photograph it in the collection bay before leaving it, so you have a record of its condition at the moment your care ended.

Common mistakes

No condition record on arrival, especially for key drops.
Moving the car before recording it.
Road testing without telling the customer or noting the mileage.
Keys in open access.
No storage terms for uncollected vehicles.
Not knowing the limits of your own insurance.

Vehicle care checklist

Condition recorded on arrival, before the car is moved
Valuables removed or listed
Covers used during work (wing covers, seat covers)
Road test agreed, mileage noted before and after
Keys in a locked cabinet, sign-outs logged
Secure overnight parking
Storage terms explained to the customer
Departure record for out-of-hours collections
Insurance policy checked against real practice

While a car is in your care, your workshop carries real risk. A disciplined check-in, built on a fixed walkaround routine and active reception, makes it clear what is down to you and what was already there. To see one way of equipping your team, see how CheckAuto works.

This article provides general information only and does not constitute legal advice. For a specific situation, speak to a qualified adviser, your insurer or your trade association.