Sorry if this is long.
Just under a month ago my hard drive failed on a laptop. We didn't have a recent backup 
and there is some important data on it. So I contacted a data recovery company on the internet. They advertise that you don't pay anything until after they have run diagnostics and have supplied a list of recoverable files.
After about a week they called to say that they had to order some parts as the controller and heads on the hard drive were knackered. So I paid just over £200 inc VAT for parts and labour.
Anyway, they have now said that the parts they ordered were incorrect and that they will have to reorder the parts (no extra cost) OR I could have a refund as it's taken so long. I opted for a refund as since using this company I have heard some comments about them being a con. They have now sent me a complaint form which they say I need to complete in order to get a refund and that the claim will be independently assessed to see whether I can actually get a refund.
Does anyone know if I have to follow this formal complaints procedure in order to get the refund and also what are my consumer rights in getting my hard drive and a refund. I don't know if this makes a difference but as some of my DH work was on it we paid for the parts with my DH company's debit card.
I really think I've been scammed and feel like an idiot. The Hard drive had photo's of my DS's 1st birthday so I just really want it all sorted. Please Help!