Legal
Complaints Procedure.
How to raise a complaint with BritServe about a repair, a plan or a member of staff, and what happens at each stage.
Last updated: 1 January 2026
1. Raise it with us first
Email hello@britserve.store with the heading “Complaint”, your name, address, plan reference and a description of what went wrong. We acknowledge every complaint within two working days.
2. Investigation
A service manager reviews the engineer notes, appointment history and any photographs, and may contact you for more detail. We aim to give a full written response within ten working days.
3. Resolution
Where we are at fault we will put it right: a return visit at no cost, a repair by a different engineer, a goodwill credit, or a refund in line with our Refund Terms.
4. Escalation
If you are not satisfied with the response, reply asking for escalation and a director will review the case within a further ten working days. You retain your statutory rights and may seek independent advice from Citizens Advice at any point.
5. Records
Complaint records are kept for six years and reviewed quarterly so recurring issues are fixed at source rather than case by case.
Contact
Questions about this document can be sent to hello@britserve.store or by post to BritServe, 56 South Clark Street, Edinburgh, Scotland, EH8 9PS.