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Existing Customers: Customer Care: Complaints


We are committed to providing a high standard of service to all of our customers - we always try to do the best we can with the resources we have available, but sometimes mistakes may occur in spite of our best endeavours.

However, we aim to learn from those mistakes and the complaints procedure is seen as a very important part of our continuous improvement programme. We would like to know about any instances where our service has not been satisfactory and you may rest assured that we are committed to resolving any such problems as soon as possible.

First Step

The first step in dealing with a complaint is for you to contact us by telephone in the first instance. We would hope to be able to resolve most queries or complaints informally at that stage.

Next Steps

In the unlikely event that the matter cannot be resolved then, or if you otherwise remain dissatisfied, then we would ask you to send us details utilising our Formal Complaints Procedure. As set out in that procedure, we will aim to send a response to you within five working days of receiving your complaint.

We are members of FIA, the Fire Industry Association (formerly FETA and the BFPSA). Click here to find out more. We've over 70 years experience with parts of our group having been trading since 1947! Click here to find out more. We are BS EN ISO 9001:2015 certified by the UKAS-accredited independent third party, BSI. Click here to find out more. We are registered with BAFE, the British Approvals for Fire Equipment. Click here to find out more. We are members of the IFE, the Institution of Fire Engineers. Click here to find out more. We carry comprehensive Public & Product Liability and/or Professional Indemnity Insurance up to the value of a staggering 5m! Click here to find out more. We are members of IFEDA, the Independent Fire Engineering & Distributors Association. Click here to find out more.