Complaints Policy

OnPoint Fixer -Complaints Policy

OnPoint Fixer is a trading name of Code Fact Solutions Ltd

A clear process for raising and resolving service complaints.

1. Our commitment

We aim to provide a fast, professional and reliable service. If you are unhappy with how a request, booking, charge, provider or complaint has been handled, we want to know so that we can investigate fairly and, where appropriate, put matters right.

2. How to complain

lease contact OnPoint Fixer using the email address, telephone number or contact method published on our website. Tell us that you are making a complaint and provide enough information for us to identify the matter.

3. Information that helps us investigate

Your name and preferred contact details.
Booking, job or reference number, if applicable.
The date and location of the service.
A clear description of what happened.
What outcome you would like us to consider.
Relevant photographs, invoices, quotations, messages or other evidence.

4. Acknowledgement and response

We aim to acknowledge a complaint within 3 working days. We will then investigate and aim to provide a substantive response within 14 working days.

More complex matters may take longer, particularly where we need information from an independent provider or another party. If so, we will aim to keep you informed of material delays.

5. Complaints involving independent providers

Where a complaint concerns an independent provider, we will establish the nature of the arrangement. We may obtain information from the provider, facilitate communication and explain whether the complaint should also be pursued directly with that provider.

The involvement of an independent provider does not remove any responsibility OnPoint Fixer may itself have under applicable law.

6. Possible outcomes

An explanation or clarification.
Correction of an administrative error.
Further investigation or review.
Liaison with the relevant provider.
Appropriate remedial action.
A full or partial refund or price adjustment where appropriate.
Internal action concerning a provider or process.
A reasoned explanation where we do not uphold the complaint.

7. Urgent safety matters

A complaint procedure is not a substitute for emergency assistance. If there is an immediate danger to life, serious injury, fire, crime in progress or another emergency, contact the appropriate emergency service or authority.

8. Data protection complaints

If your complaint is specifically about the use of your personal information, contact us so we can investigate. You also have the right to raise a data-protection complaint with the Information Commissioner’s Office.

9. Your legal rights

Using this complaints procedure does not affect your statutory or other legal rights. You remain free to seek independent advice or pursue any remedy available to you.

10. Contact and company details

OnPoint Fixer is a trading name of Code Fact Solutions Ltd. Contact us using the details published on the OnPoint Fixer website.

Registered office: Office 19, Kent Street Mill, Kent Street, Blackburn, England, BB1 1DE. Company number: 15211294. ICO registration reference: ZC012299.