Complaints Procedure

Step 1 — Contact Us

Get in touch by phone on 020 8317 4672, through our contact form, or by visiting the shop.

Please tell us:

• your name
• the device concerned
• your job or reference number, if you have it
• a description of the problem
• the resolution you are looking for

Step 2 — We Review the Complaint

On receipt of your complaint we aim to respond within 5 days.

We look at the job history for your device, including what was reported, what was diagnosed, what was approved and what work was carried out, along with any messages exchanged with you.

Step 3 — Device Inspection

Where the complaint concerns a repair, we will arrange a convenient date to view and, where appropriate, remedy the situation within 28 days. We may ask you to bring the device back so we can inspect the reported problem ourselves, as seeing the fault is usually the fastest route to putting it right.

Step 4 — Our Response

We will respond to you with our findings and a proposed resolution, which may include re-inspecting or redoing the work, a refund or partial refund where appropriate, or an explanation of what we found and why.

Step 5 — If a Complaint Is Not Resolved

If you are not satisfied with our response, tell us and we will look at it again. We will always make every reasonable effort to resolve the issue directly with you first.

In the unlikely event that we are unable to resolve your complaint having exhausted our complaints procedure, it may be necessary to use another complaint service. Where we cannot resolve the complaint to your satisfaction and/or agree the final resolution requested, and both parties agree a 'deadlock' has been reached, you can then escalate your complaint. We have access to an Alternative Dispute Resolution (ADR) service for our service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to, you can refer your complaint to Which? Trusted Traders' Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040, who can explain if you are eligible to use their Alternative Dispute Resolution.

You can also get free, impartial advice from Citizens Advice, who can refer matters to Trading Standards where appropriate.

Your statutory rights under the Consumer Rights Act 2015 are not affected by this complaints procedure.

Our Complaints Record

Every complaint we receive is written down in our complaints log, along with the date it was received, what the concern was, the steps we took, the outcome and the date it was closed. Keeping that record helps us respond consistently and learn from anything that goes wrong.