Complaints Handling Policy

Overview

At Repair Simply Limited, we are committed to providing exceptional service to our customers. We understand that occasionally issues may arise, and we are dedicated to resolving any complaints promptly and effectively. This Complaints Handling Policy outlines our procedures for addressing and resolving customer complaints to ensure they are handled with professionalism, fairness, and efficiency.

Complaints may be received directly from clients or from any third-party representatives. In the event of a complaint, the matter must be immediately referred to the Compliance Officer. Every expression of dissatisfaction is treated as a complaint, and if a client expresses concern about our service, we take steps to address it promptly.

Any complaint received from a client, third-party representative, or regulatory body such as Trading Standards, Citizens Advice Bureau, OFCOM, Ombudsman, or ICO will be immediately referred to the Compliance Officer.

Public Complaints and Data Protection Complaints

The following complaints procedure is available to every client upon request and is published on our company’s website.

We aim to ensure there is no cause for complaints regarding our service. However, if you wish to raise a complaint or have concerns, you may submit a formal complaint. This procedure outlines the process to follow.

Under the General Data Protection Regulations 2018, you have the right to:

• Prevent your information from being used in a way that causes damage or distress.
• Have inaccurate or misleading information corrected or deleted.
• Obtain a copy of your personal data (subject access rights).

If you wish to exercise any of these rights, please see below for details on how to contact us.

How to Make a Complaint

Complaints may be submitted in writing, by email, phone, or in any form regarding services we have provided. Please direct your complaint to the Complaints Department:

• Email: compliance@repairsimply.com
• Phone: 0800 710 1071 (Monday to Friday, 10 am to 5 pm)
• Post: Repair Simply Limited, 27 Old Gloucester Street, London, WC1N 3AX

We reserve the right to decline to consider a complaint made more than six months after the issue arose. However, we may waive this requirement at our discretion. If a complaint is submitted beyond this time limit, we will confirm in writing if we agree to consider it.

Complaint Handling Process

• Acknowledgement: Within five business days of receiving a complaint, we will send you a written or electronic acknowledgment. This will include the name of the person handling the complaint, who, whenever possible, will not have been directly involved in the matter and will have the authority to settle it.

• Response Timeline:

  • Within four weeks of receiving a complaint, we will send you either:
    • A final response that addresses the complaint fully, or
    • A holding response explaining why we are not yet able to resolve the complaint and indicating when we will make further contact.
  • Within eight weeks of receiving a complaint, we will send you either:
    • A final response that adequately addresses the complaint, or
    • A response that:
      • Explains why we are still not in a position to provide a final response, giving reasons for the further delay and an estimated timeframe for resolution.
      • Informs you of your right to refer the handling of the complaint to the Ombudsman or ICO if you are dissatisfied with the delay.

Resolution and Redress

If we find that redress is appropriate, we will provide fair compensation for any acts or omissions for which we are responsible and comply with any offer of redress that you accept. Redress may not always involve financial compensation.

If you are not satisfied with our response, or if a complaint remains unresolved after eight weeks, you may refer the complaint to the Information Commissioner’s Office (ICO).

• ICO Contact Information:
  • Post: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, SK9 5AF
  • Phone: 0303 123 1113 / 01625 545 745
  • Fax: 01625 524 510
  • Email: casework@ico.org.uk
  • Website: www.ico.org.uk

The ICO will review the complaint handling and provide guidance on further steps if needed.

The Role of the Compliance Officer

The Compliance Officer is responsible for investigating complaints. If needed, they will seek input from other team members. The Compliance Officer will maintain a log of all complaints, documenting communication with complainants, actions taken, findings, and a copy of the final response. Each complaint will have a dedicated file for detailed record-keeping.

This policy ensures that complaints are handled promptly, fairly, and professionally, with a clear and structured process for resolution. Please reach out to us if you need further assistance.

Let me know if there are specific adjustments or additional details you’d like included. This version provides a structured, customer-friendly approach to handling complaints.