01929 554692

Complaints Procedure

1. Introduction
We always aim to provide a high standard in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

2. Making a suggestion
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.
First you should speak to the Manager.

3. Making a complaint
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.

4. Who can complain
Anyone affected by the way Repairline provides services can make a complaint.

A representative may complain for the affected person if they:

• cannot make a complaint themselves, or
• have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.

5. How you can make a complaint
You can complain:
• in person
• by telephone
• through a member of our staff
• through an advocate or representative
• by letter
• by email

6. Anonymous complaints
We do not deal with anonymous complaints.

7. How we handle complaints
The Owner of Repairline may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 14 working days and give you the name and contact details of the person investigating it.

We will write to you with:
• details of the findings;
• any action we have taken; and
• our proposals to resolve your complaint.

8. Time limits
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.

9. Further steps
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact Mr K Collins The Business Owner at:

10 Gore Hill Wareham BH20 7AN
Tel : 01929 554692

Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Trading Standards or Citizens Advice CS.

You can contact Trading Standards at:


You can contact Citizens advice CS at:

Mill Lane, Wareham, Dorset, BH20 4RA