If a repair has gone wrong, this is exactly what happens and how long each step takes.

Tell us first

Call 07450 416233 or email info@fastfixappliances.co.uk. Most complaints about an appliance repair are quicker to put right than to argue about, and a telephone call on the same day often ends the matter. If you would rather have it in writing from the start, email is fine and we treat it exactly the same.

What to tell us

Your job reference — it is on your confirmation email and on your invoice, and it starts with FFA-.
The date of the visit and the appliance we came out to.
What happened, in your own words, and what you were told at the time.
What you would like us to do about it — a return visit, a refund, an explanation.
Photographs, if there is something to see. They usually save a visit.

What we do, and when

We acknowledge your complaint within two working days. That is a real reply from a person, telling you who is dealing with it — not an automated receipt.
We give you a substantive answer within ten working days. That means we have looked at the job record, the invoice, the notes from the visit and, where it helps, spoken to the engineer who attended. You get our conclusion and our reasons.
If we need longer, we tell you why and give you a date. Some things wait on a part, or on a return visit to see the appliance again. We do not go quiet.
If our answer does not satisfy you, ask for it to be reviewed. The business owner looks at it again, without the person who handled it first, and replies within a further ten working days. That is our final response.

We keep a written record of every complaint and what came of it. That record is how a recurring problem gets fixed properly instead of being handled four times.

Your statutory rights

Complaining to us does not replace your rights in law, and nothing on this page limits them. Under the Consumer Rights Act 2015 the service we provide must be carried out with reasonable care and skill, within a reasonable time, and any part we supply must be of satisfactory quality, fit for purpose and as described.

If the service falls short you can require us to do it again at our cost, or ask for a reduction in price where doing it again is impossible or would take too long. If a part we supplied was faulty you can require a repair or a replacement. Our 3-month guarantee sits on top of those rights, and our terms set out the position in full.

You can get free, independent advice on where you stand from the Citizens Advice consumer service at citizensadvice.org.uk/consumer. They advise and they can pass a report to Trading Standards; they do not decide disputes between us.

Your card provider or bank

Where you paid by card, your card provider may be able to help you recover the payment if the work was not done or was not done properly. Ask them about raising a dispute, or a chargeback, and do it promptly — these schemes have their own time limits, which are shorter than the ones the law gives you against us. The same applies to a payment made through your bank. We would rather you came to us first, but the route exists and you are entitled to use it.

Going to court

You can bring a claim in the courts of England and Wales whatever else has happened, and for smaller claims the process is designed to be used without a solicitor. If you live in Scotland or Northern Ireland you may bring proceedings in the courts of the country you live in.

Who we are

Fast Fix Appliances is a trading name of K I LOGISTICS LTD, a company registered in England and Wales with company number 13356137.

Contact us on 07450 416233 or at info@fastfixappliances.co.uk. We are a mobile service and we do not publish a trading address.

Complaints & ADR