Complaints Procedure

A complaint is an expression of dissatisfaction concerning Eagle Security Systems Limited’s product or service.  Eagle Security Systems Limited take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention. 

Our complaints procedure is as follows.

1. Submission:

If you feel we have not reached the standards expected then - 

Call: 01159445563

 mailto:admin@eaglesecuritysystems.co.uk

Write to: Eagle Security Systems Limited, Galtee House, 1 Heanor Road, Ilkeston, Derbyshire DE7 8DY 

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

• A full description of your complaint (including the subject matter and dates and times if known);
• Any names of the people you have dealt with so far; and
• Copies of any papers or letters to do with the complaint.

2. Acknowledgment:

We aim to acknowledge receipt of your complaint within 2 working days of receipt of complaint.

3. Investigation:

Our office team will thoroughly investigate the issue, aiming to provide a resolution within 14 working days.

4. Resolution:

Once the investigation is complete, we will communicate the resolution to you via your preferred contact method.

5. Escalation:

In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to a manager.  Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far.  A member of senior management will investigate in full and respond to you within 14 working days. 

A manager can be contacted on:

• Call: 01159445563
• mailto:admin@eaglesecuritysystems.co.uk
• Write to: Eagle Security Systems Limited, Galtee House, 1 Heanor Road, Ilkeston, Derbyshire DE7 8DY 

Should you feel that your complaint is still outstanding and not resolved then you may escalate your complaint further by contacting an independent industry inspectorate.

You can contact the NSi or National Security Inspectorate by writing to them at – 

National Security Inspectorate
Sentinel House
5 Reform Road
Maidenhead
SL6 8BY

Email to - customercare@nsi.org.uk  

Tel - 01628 764886

6. Feedback:

We value your feedback on our complaints procedure. Please let us know how we can improve by emailing mailto:admin@eaglesecuritysystems.co.uk

7. Timeframes:

We adhere to the following timeframes: acknowledgment within 2 working days, resolution within 14 working days.

8. Confidentiality:

Rest assured, your complaint will be handled with the utmost confidentiality, respecting your privacy throughout the process.

9. Accessibility:

Our complaints procedure is available on this website and in alternative formats upon request. Please contact our customer service for assistance.

10. Review and Update:

We regularly review and update our complaints procedure to better serve our customers. The latest version is always available on our website and was reviewed 16/11/2023.