Complaints Policy

We treat a complaint as any expression of dissatisfaction made to anyone in the company, relating to the systems we install and maintain or the support services we provide around them, where a response or resolution is expected. A complaint may be made in writing, by email or by telephone, and may come from any party.

How to complain

You can raise a complaint with any member of our staff, who will direct it to the right person, or you can contact us directly. All of our staff are briefed on how to receive a complaint and who to pass it to, so it reaches a single central point rather than being dealt with in isolation.

What we will do

• We will deal with your complaint promptly, and acknowledge it so you know the matter is receiving attention.
• If you complain in writing or by email, we will always respond in writing. If you complain verbally, we will keep the matter informal and respond verbally, unless you ask otherwise or the circumstances mean a written record is needed.
• We will investigate and identify the root cause, so that the action we take is effective in preventing the problem recurring.
• We will record the decision on the appropriate course of action, and keep a register of complaints which is reviewed by the Managing Director.

Records of complaints are retained for the life of the contract and for a minimum of two years thereafter. Complaints are reviewed for trends within our Integrated Management System, and our approach is aligned to BS ISO 10002, the international standard for complaint handling.

Mr James Leventhal
Managing Director
5th January 2026