Complaints

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Our Complaints Policy

 

We are committed to providing a high-quality service to all our clients. We need you to tell us if you think that something may have gone wrong. This will help us to maintain and improve our standards.

 
Our Complaints Procedure
 

Informal stage

If you have any concerns about the quality of our service or the way in which your installation, repair or maintenance is being handled or with regard to an invoice you have received then please contact the Accounts Managers staff concerned or their supervisor/Senior Accounts Manager by telephone, letter or email. 

If the issue raised is not promptly resolved to your satisfaction, or if you wish to make a formal complaint then please proceed as set out below.

Please write email to complaints@guardsys.co.uk or by mail to:-

Guard Security Systems LTD

F.A.O: Complaints Officer
1 Skylines Village
London
E14 9TS
 

Formal Stage

Within 5 working days of receiving your complaint we will:

  • Log your complaint. We may also request further information in order to consider your complaint.
  • Start to investigate your concerns by:
    • Thorough review of your file
    • Detailed discussion with the members of staff who acted for you

Within 10-21 days of receiving your complaint we will:

  • Have completed the steps detailed above
  • Write to you with a detailed response to your complaint and suggest how this may be resolved

If you are still not satisfied

  • If you are still not satisfied with our written response and we have not suggested a resolution then you may contact the National Security Inspectorate
 

Contacts for NSI :-
Telephone 01628 637512
Email:nsi@nsi.org.uk
Postal address: National Security Inspectorate, 5 Reform Road, Maidenhead. SL6 8BY

 

If we have to change any of the time scales above, we will let you know and explain why.

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