Published policy
Complaints & Putting Things Right
How to tell MrBearIT when something has not gone as expected.
Version 2026.09 · effective 14/08/2026
Tell us promptly
If you think work has not been completed correctly, tell MrBearIT and give us a reasonable opportunity to investigate.
What we will do
We will review the original scope, site-visit record, approvals, testing and any relevant equipment history. Where appropriate we may offer repeat performance, corrective work or another remedy consistent with your legal rights.
Recurring faults
A symptom returning does not automatically prove the earlier work was defective. We will distinguish the same unresolved fault from a new or unrelated problem and explain the outcome.
Escalation
Complaints can be raised through BearOS or [email protected] and will be recorded against the customer history.