How customers can raise a concern and what information helps us investigate it fairly.
Reviewed 4 August 2026. This page states the current website policy and avoids claims that have not been verified by business records.
Contact us with your name, telephone number, service address, appliance details, appointment date and a clear explanation of the concern. Include the quotation, invoice or booking reference where available. Photographs, videos and error messages may help establish what changed after the visit.
We compare the original reported symptom, diagnosis, authorised repair, parts fitted, technician notes and the current condition. A repeated symptom does not automatically prove the same cause, so the appliance may need to be checked again before responsibility is determined.
Where a physical reassessment is required, the appliance should remain available and should not be dismantled by another party before the review unless an urgent safety issue requires intervention. Tell us immediately if another technician has worked on the machine.
Depending on the verified circumstances, resolution may include an explanation, correction of records, return assessment, completion of authorised work, a remedy under applicable workmanship or parts terms, or a new quotation where the condition is unrelated.
If the first response does not resolve the issue, ask for the concern to be escalated to management. Keep communication factual and preserve supporting records. We should acknowledge the issue, explain what information is needed and avoid promising an outcome before the facts are reviewed.
Complaint information is used to investigate the service concern and improve operations. Personal details should be handled according to the Privacy Policy. Customers and staff are expected to communicate respectfully throughout the process.
Contact us with the appliance type, location and the specific policy or service question you want clarified.
