Customer Complaints Procedure

Customer Complaints Procedure

It’s our goal to keep security simple by delivering honest, up-front and jargon-free technical solutions.

Our verified 4.9* Trustpilot rating demonstrates that we get things right most of the time, but in the event, we do get things wrong, please let us know.

If you feel uncomfortable raising issues with the team member that you are dealing with, or feel that an issue requires escalating, you can raise a complaint by emailing [email protected] or calling +44(0)1684 252 770.

The most appropriate member of the management team will get in touch with you promptly.

Often, we will be able to deal with the issue straight away. When the matter is more complicated, we will give you an initial response within five working days. 

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If you have been through the formal complaint process and you are still not happy with the outcome, you can ask for the Appeal Panel to review your complaint. If you choose this course of action, you must contact Assure Technical within 28 days of receiving the initial Complaint outcome.

The Appeal Panel will make a final decision on any complaints and write to you with any recommendations or solutions within 28 days.