Complaints Procedure

How to complain

Use the contact form and select “Complaint”. You may instead write to Kim Kitch Care, 10 Grainger Park Road, Newcastle Upon Tyne.

Please provide your name and contact details, any membership or repair reference, the relevant dates, a clear account of the issue and the outcome you would like.

What we do next

We acknowledge the complaint within three working days. We then review the available records, investigate fairly and ask for any missing information that is reasonably necessary. We keep you informed if the matter needs more time and aim to issue a final written response within 15 working days.

If our response does not resolve the matter

Kim Kitch Care does not currently subscribe to a named alternative dispute-resolution provider. If that position changes, this page will identify the applicable scheme accurately.

Your legal options remain available

This procedure does not reduce statutory rights or prevent you from obtaining independent advice, raising a data-protection complaint with the Information Commissioner’s Office, or using a court or another lawful route.