Salamander Security Systems 

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 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 

Top Rated Reviews from Which See Which Trusted Traders reviews. 

Like the Best Buy logo, the Which Trusted Trader logo is a sign of quality, helping consumers choose the right trader and giving good traders the recognition they deserve. 

Different Types of Alarm Monitoring So how does monitoring work? 

In the event of a confirmed alarm activation your external siren will trigger and a signal will be sent to the Alarm Receiving Centre, via your telephone line or GPRS, informing them of the activation. 

24/7 Technical Helpline Here for you 24 hours a day, 7 days a week. 

Our permanently manned helpline is there for you 24/7, including Bank Holidays, Christmas, and New Year. Friendly, experienced staff will provide you with technical assistance and guidance just when you need it. Call us on 03300 889153 

Complete DBS Checked Staff Staff are Police checked and fully DBS checked. 

All of our members of staff are fully DBS checked so that we can work with schools, nurseries, and other delicate areas that require a professional, trustworthy company. 
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