How to raise a complaint
Email hello@wrexhamtechsupport.co.uk with the subject Formal complaint, or call 01978 365 365. Please include:
- Your name and preferred contact details.
- The relevant date, device, service, invoice or quote reference.
- What happened and how it affected you.
- What you believe would put the matter right.
Do not email passwords, one-time security codes or unnecessary sensitive information.
What happens next
- Acknowledgement. We normally acknowledge a formal complaint within two working days.
- Investigation. We review the relevant communications, service notes and technical evidence and may ask for further information.
- Response. We aim to provide a clear outcome or meaningful progress update within 10 working days. Complex third-party or security matters may take longer, in which case we will explain why and keep you informed.
- Resolution. Where appropriate, this may include an explanation, corrective work, a service improvement, repeat performance, a price adjustment or another fair remedy.
Urgent incidents
If your complaint relates to an active cyber incident, suspected fraud or a live outage, use the emergency support route first so immediate harm can be reduced. The complaint can then be reviewed separately.
If we cannot agree
We will provide our final position in plain English. Consumers can obtain independent guidance from the Citizens Advice consumer service. Your statutory rights remain unaffected.
For a concern specifically about personal information, read the Privacy notice. You have the right to complain to the Information Commissioner's Office.