1. How to raise a complaint
Email [email protected] with your name, the job or invoice concerned, what went wrong and what outcome you think would put it right. You do not need to use legal or technical language.
If the issue involves data security or privacy, say so clearly so it can be prioritised and handled under the appropriate procedure.
2. What happens next
WIT aims to acknowledge a complaint within 2 working days and to provide a substantive response within 10 working days. If a complaint is unusually complex or depends on information from a supplier or third party, WIT will explain the delay and provide an update rather than leave the complaint unanswered.
The review may include the agreed scope, messages or emails, job notes, test results, parts supplied, invoices and any information you provide.
3. Possible remedies
Depending on the circumstances, an appropriate outcome might be an explanation, correction of an administrative error, repeat performance, further troubleshooting, replacement of a WIT-supplied part where applicable, a price reduction, refund, goodwill adjustment or referral to a relevant supplier or specialist.
WIT will not make a customer accept a remedy that would unlawfully restrict statutory rights.
4. Refunds and the Fair-Fix principle
The Fair-Fix principle means an unresolved troubleshooting job is not automatically treated as though the main outcome was successfully delivered. Any charge should reasonably reflect diagnosis, travel, call-out time, completed work, parts and third-party costs that were actually supplied and properly chargeable.
Where a refund is due, WIT will arrange it without unreasonable delay using an appropriate payment method. A refund is not the only possible remedy; consumer law may instead require or permit repeat performance or a price reduction depending on the circumstances.
5. Consumer rights
This policy does not replace rights under consumer law. Services supplied to consumers must be carried out with reasonable care and skill. Where the legal conditions are met, a consumer may have rights to repeat performance or a price reduction.
Separate statutory cancellation rights may apply to some distance or off-premises contracts. See Cancellation rights.
6. If a consumer complaint remains unresolved
If WIT reaches a final position and a consumer remains dissatisfied, the final response will explain any alternative dispute resolution or other complaint-resolution arrangement that is available and that WIT is required or prepared to use at that time.
Consumers can also seek independent guidance from the Citizens Advice consumer service. Nothing in this complaints process prevents a customer from exercising legal rights or using the courts where appropriate.
Last updated: 1 October 2026. Keep copies of relevant emails, quotes, invoices and evidence while a complaint is being considered.