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

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 may ask you to bring the device back so we can inspect the reported problem ourselves. 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.

Where an applicable independent dispute resolution process is available to you, we will cooperate with that process. 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.