Formal Complaint to Remtek Systems Ltd Regarding Repair Delays and Service Standards

Hi, I wondered if anyone has been in a simmilar situation to me when dealing with Remtek Systems. I am wanting compensation over the fact on how long they have taken (56 days) to repair my desktop and poor service, I have written a letter am am sending soon. I have attatached it below. Does any have any advice, anything would be greatly appreciated as I have not been in a situation like this before.
"Dear Mr Mark Farrar
07 April 2025
Formal Complaint Regarding Repair Delays and Service Standards – Order Ref: *********
I am writing to raise a formal complaint regarding the repair of my desktop PC (Reference: ********), originally purchased on 25th January 2024 under the terms of my DSA2 approval. As outlined in Upgrade Quote 2, the total amount paid was £4,279.25. While I understand the recent repair has now been completed and the device is due to be returned to on 08th April 2025, the overall service I have received has fallen significantly short of the standards expected under the Consumer Rights Act 2015, and I am seeking a resolution for the distress and disruption caused by these extended delays.
Summary of Issues
1. Initial Repair Request - December 2024: On 13th December 2024, I returned the PC due to significant performance issues. It was returned to me on 23rd December with no fault found. Communication during this time was minimal, and I was left unclear on the process or outcome. As this device is essential to my university studies and was provided through the Disabled Students’ Allowance (DSA), this caused unnecessary stress and disruption.
2. Second Repair Request - February 2025: After continued issues, I submitted another repair request on 4th February 2025. Following multiple live support sessions, the fault was finally acknowledged as severe enough to render the device unusable, and a collection for repair was arranged.
3. Lack of Functional Device - December to February: From 23rd December 2024 to 28th February 2025, I had no working device. A loan laptop was eventually provided, but not in time to prevent the negative impact on my academic work and mental health.
4. Excessive Repair Delay: The desktop was received by your team on 11th February 2025. As of 7th April 2025, after finalising and sending this letter, it has still not been returned so exceeding the originally quoted 10-day repair timeframe by 45 days. While I understand it is now being returned, this delay has already had serious consequences and should have simply not taken 56 days in total before I receive it back to me.
5. Misdiagnosis and Mishandling: The original diagnosis (GPU/SSD) was incorrect, and the actual issue was later believed to be the CPU. The device was sent back and forth between your team and PC Specialist with no official repair documentation provided. Additionally, on both occasions of collection, my concerns about safe packaging were ignored. The device was transported in inadequate and makeshift packaging despite repeated requests to handle it with appropriate care.
6. Poor Communication and Missed Promises: Despite regular contact on my part, communication was inconsistent. I was repeatedly assured that I would receive personal updates on the repair status, including when the device was shipped to or from the manufacturer, but these promises were not upheld. I retain a full record of all communications and am prepared to provide evidence if needed.
Breach of Consumer Rights Act
Under Section 23 of the Consumer Rights Act 2015, repairs must be carried out within a reasonable timeframe and without causing significant inconvenience. I believe this situation breaches that standard. The prolonged delays, lack of communication, and inadequate support have caused considerable stress and academic disruption, particularly during a critical time in my university studies.
While I appreciate that the repair may now be complete and the device is being returned, this does not undo the impact the significant delay has had. I therefore request appropriate compensation for the disruption, inconvenience, and hardship caused, particularly given the DSA-related context of this equipment.
I request the following:
1. A formal written response within 14 days, by 21st April 2025, outlining how you intend to resolve this matter.
2. An offer of reasonable compensation for the prolonged delay and the academic and personal hardship, which has been caused as outlined above.
If I do not receive a satisfactory response within the given timeframe, I will consider escalating the matter further, including seeking support from my university.
I remain hopeful that we can resolve this matter promptly and amicably.
Yours faithfully,
Jonathan *****"
Sorry for the lengthy read, I hope somone can advise or have been in a simmilar situation that can give me some insight on what I might be able to get from them as a result from their terrible service.