If you are unhappy or have any concerns, then please contact us. You can make a complaint in person, in writing, by email or over the telephone. We wish to resolve any queries quickly and satisfactorily.
At Secpro Limited, good customer service is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. This procedure is designed to resolve our clients’ concerns quickly and efficiently.
If you have a complaint please submit this in writing to the following address, or by telephone using the telephone number provided below. Complaints may also be made via email or by visiting us at the following address:
For the Attention of the Managing Director
What happens next?
You will receive a written or electronic acknowledgment of your complaint within five working days.
Within eight weeks of receiving the complaint;
We will send you either;
a) A final response which adequately addresses the complaint.
b) A holding response which explains why we are still not in a position to make a final response, give reasons for the further delay
c) A letter to inform you that you may refer the handling of the complaint to the Legal Ombudsman including the contact details for the Legal Ombudsman.
Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
If we do not hear from you within 14 days of receiving our final response we will assume that your complaint has been resolved.
What to do if you are not satisfied with our response.
If you are not satisfied with our response or if a complaint is not resolved after eight weeks, you may refer the complaint to:
PO Box 6804
Tel: 0300 555 0333
The Regulator will only intervene once all steps of the company’s ‘in house’ complaints procedure have been followed. The Regulator can review the handling of the complaint and give a direction on further handling of the complaint. However, the Regulator cannot determine a complaint or award compensation.
We reserve the right not to consider a complaint which is more than six months old. We will confirm to you in writing whether a complaint has been made outside the time limit.