Complaints Policy

01. Our approach

We aim to handle customer concerns professionally, consistently and within reasonable timeframes. We take complaints seriously and use the information provided to understand what happened and identify an appropriate response.

When reviewing a complaint, we aim to:

• Listen carefully and understand the issue raised.
• Review relevant order details and correspondence.
• Assess the matter fairly and on the available information.
• Explain our findings and any proposed next steps clearly.
• Keep customer information confidential and handle it appropriately.

02. What this policy covers

You may use this policy to raise concerns about:

• The quality, condition or apparent damage of a product received.
• Product descriptions, specifications or information displayed on our website.
• An order that appears incomplete, incorrect or different from what was purchased.
• Order confirmation, payment or checkout-related issues.
• Delivery arrangements, delays or delivery-related concerns.
• Communication or assistance provided by our customer support team.
• The handling of a return, refund or cancellation request.

This policy relates to our online retail activities. It does not establish a complaints process for installation, servicing, maintenance, inspection, certification, fire risk assessment, training or consultancy services, which are not represented as services offered through this website.

03. How to make a complaint

Please contact us by email or telephone using the details provided below. You may also use the contact form on our website and select the most relevant enquiry category.

For a written record of your complaint, we recommend contacting us by email at: sales@extinguishfirecontrol.services .

If you contact us by telephone, we may ask you to provide the relevant details in writing so that the complaint can be reviewed accurately.

04. Information to provide

To help us investigate the matter, please provide as much relevant information as reasonably possible:

• Your full name and preferred contact details.
• Your order number, if applicable.
• The product name or item concerned.
• A clear description of the issue and when it occurred.
• Any relevant communication already exchanged with us.
• Photographs or other supporting information, where relevant and safe to provide.
• The outcome you are seeking, if you have a preferred resolution.

Please do not send unnecessary personal information or payment card details when submitting a complaint. We will only request information reasonably needed to review the issue.

05. How we handle complaints

Step 1 — Acknowledgement

We will review your message and acknowledge receipt of a complaint within 3 working days where reasonably practicable. If we need additional information before we can investigate, we will explain what is required.

Step 2 — Review and investigation

We will examine the information available, which may include order records, product details, delivery information, photographs and relevant communications. Where necessary, we may contact you for clarification.

Step 3 — Response and proposed resolution

Once the review is complete, we will explain our findings and outline any appropriate action. If further investigation is needed, we will let you know why and provide an updated expected response timeframe.

06. Response times

We aim to handle complaints promptly and keep you informed if additional time is needed.

These are our target customer service timeframes, not a restriction on any statutory rights or legal deadlines that may apply to your purchase.

07. Possible outcomes

The appropriate outcome will depend on the circumstances, the evidence available and applicable consumer law. Depending on the complaint, possible actions may include:

• Providing an explanation or correcting inaccurate information.
• Arranging an appropriate replacement where justified.
• Providing a refund where required or otherwise agreed.
• Reviewing a delivery issue with the relevant carrier.
• Correcting an order or resolving an administrative issue.
• Explaining why a requested outcome cannot be agreed, together with the reasons.

Where a product is faulty, not as described or otherwise does not meet the applicable legal requirements, we will consider the remedies available under relevant consumer protection legislation.

Any return, replacement or refund arrangement will be handled in accordance with our Returns & Refunds Policy and applicable statutory rights.

08. If you remain dissatisfied

If you are unhappy with our response, please reply to the original complaint correspondence and explain which part of the outcome you disagree with. We will review any additional information provided and reconsider the matter where appropriate.

You may also seek independent guidance from Citizens Advice. Their consumer service can explain possible next steps and, where appropriate, refer relevant matters to Trading Standards.

Citizens Advice: www.citizensadvice.org.uk/consumer/

You are not required to use our internal complaints process before exercising any statutory rights or pursuing an available legal remedy.

09. Your statutory rights

This policy does not affect or limit your rights under applicable consumer protection law, including the Consumer Rights Act 2015 where it applies.

Depending on the circumstances, your rights may include remedies where goods are not of satisfactory quality, are not fit for purpose or are not as described.

Nothing in this policy is intended to exclude, restrict or replace any consumer rights that cannot lawfully be excluded or restricted.

Further information about consumer rights is available from GOV.UK — Consumer protection rights .

10. Contact details

Please use the following contact details for complaints relating to purchases, products, orders or customer support.