Complaints procedure

How to contact us

Contact the Director at info@safesystem.co.uk, telephone 07774 772575, or write to Lower Woodfield, Llangarron, Ross-on-Wye, Herefordshire HR9 6PN.

Please explain what happened, the relevant service or date, and the outcome you would like. No special form is required and we do not charge for considering complaints. Tell us if you need an alternative or accessible way to communicate.

Service complaints

We aim to acknowledge service complaints within five working days and provide a substantive response within 20 working days. These are our service targets.

The Director will consider the available evidence fairly, request clarification where necessary and explain the findings and proposed action. If more time is needed, we will explain why and provide an updated timescale.

If you remain dissatisfied, please identify the points you would like reconsidered. We will review those points and explain our final position. As a sole-director consultancy, we do not describe this internal reconsideration as an independent review.

Where a complaint raises an insurance matter, we will involve the insurer or broker as required. This procedure does not affect your legal rights.

Data protection complaints

You can raise concerns about personal information using the same contact details. We acknowledge these complaints within 30 days, take appropriate steps to investigate, provide appropriate updates and explain the outcome without undue delay.

The 30-day period concerns acknowledgement, not necessarily resolution. Requests to exercise data protection rights are subject to their own applicable response requirements.

You may also complain to the Information Commissioner's Office at https://ico.org.uk/make-a-complaint/ or telephone 0303 123 1113.

If your complaint concerns both service and personal information issues, we will address both under the relevant requirements.

Complaint records

We keep a proportionate record of the complaint, correspondence, findings and action. Retention is explained in our Privacy notice. We restrict access and preserve relevant evidence where a claim, investigation or legal obligation requires it.