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Complaints Policy

Last Updated: Jul 2025

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Introduction

We are committed to providing a high-quality service to all our customers. When something goes wrong, we need you to tell us about it. This will allow us to put things right for you and to help improve our service for others in the future. We take all complaints seriously and view them as an opportunity to improve our services. We treat all complaints in confidence.

Please note that where your complaint involves third-party hardware or software (including products or services supplied, installed, or supported by third parties), our ability to resolve issues may be limited. However, we will assist you as far as reasonably possible within our scope of service.

How You Can Make a Complaint

If you are unhappy with any aspect of our service, you can submit a complaint through the following methods:

  • Email: Send your complaint to hello@itfixio.co.uk .

  • Post: Write to us at ITFixio Ltd, 1-2, Grafton Court, Kettering Pkwy, Kettering, NN15 6XR.

  • Telephone: Call us at 01536 218 409 . Please note, we may ask you to follow up with additional details in writing for clarity.

How We Handle Complaints

We aim to handle complaints quickly, effectively, and in a fair and honest manner. Upon receiving your complaint:

1. Acknowledgment: We will acknowledge your complaint within 5 working days and provide a reference number for your complaint. This will allow you to easily track the status of your complaint.

2. Investigation: A Senior Manager will review the complaint and may contact you for additional information if necessary. We will keep you informed about the progress of the investigation.

3. Third-Party Products or Services: If your complaint relates to third-party hardware or software, we will investigate and support resolution where possible. However, please understand that our ability to resolve issues with third-party products may be restricted by the policies, warranties, and support frameworks of the third-party providers. Where appropriate, we may direct you to contact the third-party supplier or manufacturer directly.

4. Resolution: We aim to resolve complaints within 28 working days, unless we agree on a different timeline with you due to the complexity of the issue.

Time Limits for Making a Complaint

To ensure your complaint can be investigated effectively, we encourage you to submit it as soon as possible. If you complain more than 12 months after the incident, we may not be able to investigate properly. However, we will consider whether there are exceptional reasons for the delay and whether it is still possible to investigate effectively.

If You Are Dissatisfied with the Outcome

If you are not satisfied with our initial response, you can request a review by a Director who has not been involved in the original decision. The Director will conduct a formal review of the complaint and we will notify you of the final decision within 28 days of receiving your request.

If You Are Still Dissatisfied

If you are still unhappy with the outcome after the Director’s review, you can escalate your complaint to the following:

  • Trading Standards: You can contact Trading Standards for further assistance. The Trading Standards website is available: https://www.tradingstandards.uk .

  • Information Commissioner’s Office (ICO): If your complaint is related to data protection or privacy, you may contact the ICO at https://ico.org.uk .

Data Protection and Confidentiality

We take your privacy seriously. Any personal information you provide as part of the complaints process will be handled in accordance with our Privacy Policy and in full compliance with GDPR regulations. We ensure that your data is stored securely and used only for the purpose of investigating and resolving your complaint.

Feedback and Continuous Improvement

We value your feedback and use it to continually improve our services. After resolving your complaint, we may contact you to ask for your feedback on the complaints process to help us identify areas for improvement.

Contact Us

If you have any questions about this Complaints Policy or if you need assistance with submitting a complaint, please contact us at:

Phone: 01536 218 409 Email: hello@itfixio.co.uk Address: ITFixio Ltd, 1-2, Grafton Court, Kettering Pkwy, Kettering, NN15 6XR (function() { // Phone var phoneDisplay = "01536 218 409"; var phoneFull = "01536218409"; var phoneLink = document.getElementById("obfuscated-phone"); phoneLink.href = "tel:" + phoneFull; phoneLink.textContent = phoneDisplay + " "; phoneLink.insertAdjacentHTML('beforeend', ''); // Email var user = "hello"; var domain = "itfixio.co.uk"; var emailLink = document.getElementById("obfuscated-email"); emailLink.href = "mailto:" + user + "@" + domain; emailLink.textContent = user + "@" + domain + " "; emailLink.insertAdjacentHTML('beforeend', ''); // Address (Google Maps link) var address = "ITFixio Ltd, 1-2, Grafton Court, Kettering Pkwy, Kettering, NN15 6XR"; var mapsQuery = encodeURIComponent(address); var addressLink = document.getElementById("obfuscated-address"); addressLink.href = "https://www.google.com/maps/search/?api=1&query=" + mapsQuery; addressLink.textContent = address + " "; addressLink.insertAdjacentHTML('beforeend', ''); })();