Complaints & Service Issues

Last updated: 31 August 2026

We aim to get your IT infrastructure right the first time. If something isn't working as expected — a hardware issue, a support delay, an installation problem — here's how to raise it and what to expect from us.

1. How to Raise a Complaint

Please include your name, company/client name, a description of the issue, and any relevant invoice or order reference so we can act quickly.

2. What to Expect

48-hour acknowledgement

We aim to acknowledge every complaint or service issue within 48 hours of receiving it. Depending on the nature of the issue, we will either resolve it directly, schedule a site visit, or provide a clear timeline for resolution.

3. Equipment & Installation Issues

For issues with rented or supplied equipment, networking installs, CCTV setups, or printing hardware, we will assess the issue and arrange a repair, replacement, or on-site fix as appropriate, based on the terms agreed in your service quotation or AMC agreement.

4. Escalation

If you're not satisfied with the initial response, you can request escalation by replying to your original complaint email or contacting us directly, and we'll ensure it's reviewed at a senior level.

5. Payments & Refunds

We do not currently process payments through this website — all commercial terms, including any payment or refund matters, are handled directly as part of your quotation, invoice, or service agreement with us.

6. Changes to This Policy

We may update this policy from time to time to reflect how we handle complaints and service issues.