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Salvage Industry-first – e2e achieves certification to the BSI Customer Service Kitemark™

e2e Total Loss Vehicle Management [e2e], is proud to be the first and only organisation in the salvage and automotive recycling industry to achieve the BSI Customer Service  Kitemark™. The process to achieve certification took place over a seven month period, which concluded with a three-day audit and incorporated all aspects of customer service including strategy, culture, resources, people, technology, customer feedback and complaints handling.


Salvage Industry-first – e2e achieves certification to the BSI Customer Service Kitemark™ f
Jim Loughran

The UK’s only nationwide salvage and automotive recycling network, e2e is dedicated to raising industry standards and places customer service at the very heart of its proposition for clients. The company is committed to and audited against customer service standards and performance SLAs, ensuring a consistently exceptional customer experience. In a client survey undertaken in December 2021, when asked to rate their overall satisfaction with the service received from e2e, 100% of respondents stated they were satisfied or very satisfied with the service. In the same survey, 100% of clients reported that they found e2e to be very or extremely responsive when dealing with queries and requests for information.

Jim Loughran, CEO at e2e said:

“We are absolutely thrilled to be the first in the salvage industry to achieve the BSI Customer Service Kitemark™. We believe our focus on customer service is what sets us apart from our competition. Our network recovers 500,000+ vehicles per annum and customer service excellence is evidenced by a justified complaints ratio of <0.1%.  We know that we represent our insurer clients’ brands when dealing with their policyholders and that their reputation is in our hands. We take that responsibility very seriously and as a network, we are committed to customer care and removing friction from the total loss claims experience. We regularly seek customer feedback at an insurer and policyholder level, using it to benchmark our performance and achieve continual improvement.”

Natasha Bambridge, Global Consumer Promise Practice Director at BSI said:

“Congratulations to e2e Total Loss Vehicle Management for demonstrating that it is an organisation that puts customers first – the team should be very proud. Externally, achieving certification to the Kitemark™ will prove the organisation’s commitment to service excellence and internally it will help to embed a customer-first culture. We look forward to working with e2e again in the future so that the organisation can continually improve on the service it provides to its customers.”


Salvage Industry-first – e2e achieves certification to the BSI Customer Service Kitemark™ p


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Owain Griffiths

Owain Griffiths

Head of Circular Economy at Volvo Cars

Owain joined Volvo Cars in June 2021 to lead Circular Economy in the Global Sustainability Team. The company has committed to being a circular business by 2040 and has financial, recycled content and CO2 based targets for 2025, all of which Owain is working across the company to make happen. Owain previously worked for circular economy consultancy Oakdene Hollins where he advised businesses on evidence led circular economy implementation. 

Turning into a circular business and the importance of vehicle reuse and recycling.

The presentation will cover the work Volvo Cars is doing to achieve 2025 but mainly focus on the transformational work towards 2040 and the business and value chain changes being considered. Attention will be paid to the way vehicles are being dealt with at the end of life and the complexities of closing material and component loops. Opportunities and challenges which Volvo Cars is facing will be presented including engagement with 3rd parties and increasing pressure from stakeholders.

e2e awards logo

e2e Total Loss Vehicle Management [e2e] is the UK’s only salvage and automotive recycling network with nationwide, environmentally compliant sites delivering performance resilience and service reliability to the insurance and fleet markets.  The network’s online salvage auction drives strong salvage resale values and faster sales.  e2e’s salvage clients have access to the network’s stocks of over 5 million quality graded, warranty assured reclaimed parts. 

The power of the network model means e2e has the ability to influence industry standards and is committed to continually raising the bar whilst redefining the role and perceived value of the salvage operator.  Network members adhere to robust service level agreements, against which they are audited, in order to ensure performance consistency and a market leading customer experience.  

The salvage and recycling operating environment is evolving rapidly, and e2e is anticipating, listening and responding to changing market needs.  Regulatory compliance, ESG, reclaimed parts, customer experience, EVs, new vehicle technologies, data and reputation risk are just some of many considerations linked to the procurement of salvage services.  e2e will drive further added value to clients and members through the adoption and application of emerging technologies, continuing to differentiate its proposition and position salvage services as a professional partnership. 

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