COMPLAINTS POLICY

Last updated: 21 August 2026

Our Commitment

Fox Tech Repairs Ltd aims to provide professional diagnostic and repair services and to resolve concerns fairly when something goes wrong.

Making a complaint will not affect your statutory consumer rights.

How to Make a Complaint

Please email:

foxtechrepairs@outlook.com

Use Complaint – [your repair reference] as the subject where possible.

Please provide:

your name;
repair or booking reference;
device details;
a description of the issue;
relevant photographs or documents where appropriate; and
what you would like us to do to resolve the matter.

You can also write to:

Fox Tech Repairs Ltd, 2 Clearmount Park, The Hill, Ashford, United Kingdom, TN27 0LU

What Happens Next

We will aim to acknowledge your complaint within 3 working days.

We will review your booking, correspondence, diagnostic notes and any relevant repair information.

We aim to provide a substantive response within 14 calendar days.

If a complaint is particularly complex and we need longer, we will explain the reason and provide an update rather than leaving the matter unanswered.

Resolving Complaints

Depending on the circumstances, appropriate resolution may include:

explaining our findings;
re-inspecting the device;
re-performing relevant repair work;
offering an appropriate refund or price reduction;
resolving a shipping issue; or
another remedy required by law.

Consumer repair services must be performed with reasonable care and skill.

If We Cannot Resolve Your Complaint

If we have completed our internal complaints procedure and cannot reach an agreement, we will provide information about an appropriate accredited Alternative Dispute Resolution (ADR) provider where required and tell you whether we are obliged or prepared to participate in the relevant ADR process.

You may also obtain independent consumer advice through the Citizens Advice Consumer Service.

Nothing in our complaints procedure prevents you from exercising any right you have to pursue a claim through the courts.

Complaints About Personal Data

If your complaint relates specifically to our use of personal information, please identify this when contacting us.

You also have the right to complain to the Information Commissioner's Office about data-protection matters.

COMPLAINTS POLICY

Our Commitment

Fox Tech Repairs Ltd aims to provide professional diagnostic and repair services and to resolve concerns fairly when something goes wrong.

Making a complaint will not affect your statutory consumer rights.

How to Make a Complaint

Please email:

foxtechrepairs@outlook.com

Use Complaint – [your repair reference] as the subject where possible.

Please provide:

your name;

repair or booking reference;

device details;

a description of the issue;

relevant photographs or documents where appropriate; and

what you would like us to do to resolve the matter.

You can also write to:

Fox Tech Repairs Ltd, 2 Clearmount Park, The Hill, Ashford, United Kingdom, TN27 0LU

What Happens Next

We will aim to acknowledge your complaint within 3 working days.

We will review your booking, correspondence, diagnostic notes and any relevant repair information.

We aim to provide a substantive response within 14 calendar days.

If a complaint is particularly complex and we need longer, we will explain the reason and provide an update rather than leaving the matter unanswered.

Resolving Complaints

Depending on the circumstances, appropriate resolution may include:

explaining our findings;

re-inspecting the device;

re-performing relevant repair work;

offering an appropriate refund or price reduction;

resolving a shipping issue; or

another remedy required by law.

Consumer repair services must be performed with reasonable care and skill.

If We Cannot Resolve Your Complaint

If we have completed our internal complaints procedure and cannot reach an agreement, we will provide information about an appropriate accredited Alternative Dispute Resolution (ADR) provider where required and tell you whether we are obliged or prepared to participate in the relevant ADR process.

You may also obtain independent consumer advice through the Citizens Advice Consumer Service.

Nothing in our complaints procedure prevents you from exercising any right you have to pursue a claim through the courts.

Complaints About Personal Data

If your complaint relates specifically to our use of personal information, please identify this when contacting us.

You also have the right to complain to the Information Commissioner's Office about data-protection matters.