Although we are confident in the quality of our service this document tells you what you can do if you are unhappy with any aspect of the service we have provided to you. If you have concerns / issues with any part of our service please let us know as we want to be able to put things right if we have made a mistake. We learn by our mistakes and we need to be informed when we have made them so that we can improve our service and ensure they do not re-occur in the future.
When to complain
If you are unhappy with our service please let us know as soon as possible as we can usually put things right quickly. The sooner we are aware of the problem the sooner we can work towards a satisfactory conclusion.
How to complain
Initially please contact the office main telephone number 01547 560022, as this is monitored 24 hours a day, 7 days a week. If you know the name of the person dealing with your account ask to speak to them directly. If they are not available you can have them call you back or you can speak to anybody in the office who will be able to help you.
Most minor complaints can be handled quickly and efficiently over the telephone with one phone call, but on some occasions, or for more serious complaints, you will be asked to provide the complaint in writing; this can be sent to an email address, which will be given to you at the time of the phone call or in a letter to the office correspondence address: HG Security, Patton Court, Horseyard House, Evenjobb, LD8 2SA.
The information we will need:
To help us understand and investigate your complaint, please include as much information as possible.
What went wrong When it happened,
Names of all persons involved What effect it has had on you
How you would like us to put things right
What we will do
We take complaints very seriously and will treat your complaint with the highest priority and our aim is to have a satisfactory conclusion within 24 hours of the complaint being made.
When you make a complaint, we will:
Investigate your complaint thoroughly
Act swiftly to find a satisfactory outcome
Monitor the situation to ensure there are no re-occurrences.
Making a complaint does not affect your statutory rights nor will it affect the way we treat you in the future