Our Complaints Procedure

The information below outlines our complaints code of practice, which summarises our processes for resolving complaints.

If you’d like to make a complaint, please contact us:

  • By telephone on 0844 669 1099 or Freephone 0800 085 9692.
  • By email info@salamandergroup.biz
  • By post to Salamander Fire & Security Ltd, Unit 16 Walkers Road, Manorside Industrial Estate, Redditch, Worcestershire, B98 9HE

What can you expect once you have registered your complaint?

As one of our valued customers we want to ensure that you are completely satisfied with our service however if you feel we haven’t met your expectations then we would like to hear from you. We will do everything we can to provide you with the most suitable response for your complaint and ensure, where possible, that it is resolved to your satisfaction.

When you call us or write to us, our staff will look at all of the details of your complaint. We will consider all the points you raise, along with the details we hold in our records, and seek to resolve the problem within 10 working days. We will update you on a regular basis by phone and will confirm the agreed resolution in writing.

Some complaints could take longer to resolve, if we’ve been unable to agree a resolution for your complaint within our stated timeframe we will keep you informed and work with you until you complaint is resolved to your satisfaction.

Alternate Dispute Resolution

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/