Complaints Procedure for Monks Security Systems Limited

Introduction

1. At Monks Security Systems Limited, we are committed to providing high-quality services and ensuring customer satisfaction. If you are dissatisfied with our services or have any concerns, please follow this complaints procedure to ensure your issues are addressed promptly and effectively.
2. How to Make a Complaint  
In Writing: Submit a detailed complaint via email to info@monkssecurity.co.uk or by mailing to our head office at: -
 
Innovation House
Wortley Moor Lane
Leeds
LS12 4JD.

Phone: Call our customer service team at 0113 2310 848.
 
3. Receiving and Acknowledging Complaints  
All complaints received in writing will be acknowledged within [3] working days.
Complaints received by phone or in person will be acknowledged immediately or within [1] working day.
 
4. Investigation  
Your complaint will be thoroughly investigated by a designated staff member.
You may be asked for additional information or clarification to assist with the investigation.
 
5. Resolution and Response  
We aim to resolve all complaints within [10] working days.
You will be informed of the outcome of our investigation and any actions we will take to address your concerns.
If further time is required, you will be notified of the delay and the expected timeframe.
 
6. Further Steps  
If you are dissatisfied with our response, you may request a review or escalate your complaint to a senior manager.
Alternatively, you may contact an external body such as [insert relevant regulator or ombudsman, e.g., the Security Industry Authority].
 
7. Record Keeping  
All complaints and subsequent actions will be documented and reviewed regularly to improve our services.
 
8. Contact Details
 
Customer Service Manager
 
 
Phone: 0113 2310 848
 
Address:
 
Innovation House
Wortley Moor Lane
Leeds
LS12 4JD