Making a complaint
If something has gone wrong, we want to know. This page explains where to take a complaint and what happens next.
Step 1 — Talk to the Approved Centre first
Treatments are carried out by independent businesses, not by RPNI. If your complaint is about the workmanship, the price, the booking or the vehicle itself, raise it directly with the Approved Centre that did the work. Most issues are resolved fastest this way, and the centre has your vehicle record and photographs.
Your statutory rights against the Approved Centre under Irish consumer law are unaffected by anything on this page or by taking part in the RPNI programme.
Step 2 — Bring it to RPNI
Contact us if the Approved Centre has not resolved the matter, or if your complaint is about RPNI itself — the certificate, the treatment record, the verification service, the conduct of a centre, or how we have handled your information.
Email info@rpni.ie or write to Rust Protection Network Ireland, N5 Garage, Horsepark, Castlebar, Co. Mayo, F23 NX50.
Please include:
- your name and how to contact you;
- the vehicle registration and, if you have one, the certificate number;
- which Approved Centre was involved and when;
- what happened and what you would like done about it.
What we do with it
- We acknowledge your complaint within five working days.
- We look at the treatment record, the photographs and the inspection history, and we put the complaint to the Approved Centre.
- We aim to give you a written outcome within 30 days. If it needs longer — for example if the vehicle has to be inspected — we tell you why and when to expect an answer.
Where a complaint shows that an Approved Centre has not followed the RPNI process, RPNI may require corrective work, re-training, re-assessment, or removal from the network.
If you are still not satisfied
You may refer a consumer complaint to the Competition and Consumer Protection Commission (ccpc.ie), or take the matter to the courts. If your complaint is about how we handled your personal information, you may also complain to the Data Protection Commission (dataprotection.ie).