Complaints

We want you to receive the best service possible and if something is not right we do want to know about it.  It is unlikely you will need to complain to us, but if you do here is our policy.

You can always email us at info@repairnotreplace.co.uk any time. Please do get in touch if you are not happy as we want you to be delighted.

With our repairs we only cover the parts that we have changed, not the whole device. In the same way if you have the tyres on your car fitted then your brakes go this would not be covered by the person who fitted the tyres. There are many different parts in electronic devices and some will go at the same time, we will always let you know what we have found once your device is opened up. We cannot also take responsibility for things that we cannot see, for example in a small number of cases home button or face id flex cables can be severed but together under your screen, the movement of taking off the screen causes the wires to separate displaying a problem. We do not warranty the face or home buttons on iPhones and iPads for this reason, only when we have opened it up are we able to see what damage there is. You can read our full terms and conditions here – repairnotreplace.co.uk/legal

COMPLAINTS POLICY

The business always endeavours to provide the best service for every customer. However, on rare occasions, there may be times where a customer may not be completely satisfied.  To ensure the business is able to put things right as soon as possible, please read our complaints procedure below.  The business will then be able to respond promptly to ensure complete satisfaction. We log all complaints and keep records for 2 years on what resolution we offered. Our complaints policy is always delivered in conjunction with our terms and conditions, which can be read here – repairnotreplace.co.uk/legal.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and the high standards the business aims to achieve.

In the unlikely event there is anything you are not completely satisfied with, please contact us so the problems can be rectified as soon as possible.

Our Procedure

Either call, email or write* to us. We aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised. Call us on 0800 047 2047 or email us info@repairnotreplace.co.uk.

*if writing, you may want to request a receipt of proof of posting