Complaints Policy

How to complain

Call 01245 904 022 and ask to raise a complaint, or email contact@cctvinstalleressex.co.uk with "Complaint" in the subject line. Please include your name, contact details, the address the work relates to, roughly when it took place, and what has gone wrong.

What happens next

• Within 3 working days. We acknowledge your complaint and tell you who is handling it.
• Within 14 working days. We investigate and give you a written response setting out what we found and what we propose to do. If we need to inspect the installation we will arrange a visit within this period.
• If it is more complicated. We tell you why, and give you a revised date. We will not simply let it go quiet.

If you are not satisfied

Ask for the matter to be reviewed by the business owner, who will look at it afresh and respond within a further 14 working days. That is our final response.

Taking it further

If you remain unhappy after our final response, you can seek independent help. Citizens Advice offers free consumer guidance on 0808 223 1133. Depending on the circumstances you may also be able to refer the matter to an alternative dispute resolution scheme or pursue a claim through the county court. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Data protection complaints

Complaints about how we have handled personal data are covered by our Privacy Policy, and can be escalated to the Information Commissioner's Office.