Customer Complaints Procedure

Our Commitment

At JDM Security Ltd, we are committed to providing high-quality security system installations and excellent customer service. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can investigate your concerns, put things right where possible, and improve our services.

How to Make a Complaint

Please contact us as soon as possible with the details of your complaint.

You can contact us by:

• Email: jay@jdmsecurity.com
• Telephone: 01634 966998
• Post: 37 Ladywood Road, Cuxton, Kent, ME2 1EW

To help us investigate your complaint efficiently, please provide:

• Your full name and contact details.
• Your installation address (if different from your contact address).
• Your invoice or job reference number (if available).
• A clear description of your complaint.
• Relevant dates and times.
• Any photographs or supporting documents, where applicable.
• The outcome you would like us to achieve.

Our Complaints Process

Stage 1 – Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

If we require additional information, we will contact you during this period.

Stage 2 – Investigation

A manager or senior member of staff will investigate your complaint by reviewing the relevant documentation and, where necessary, speaking with our engineers or arranging a site visit.

We aim to complete our investigation within 10 working days.

If the investigation is likely to take longer, we will keep you informed and explain the reasons for the delay.

Stage 3 – Our Response

Once our investigation is complete, we will provide a written response explaining:

• Our findings.
• Any action we will take to resolve the matter.
• Any timescales for completing the agreed actions.

Where appropriate, this may include:

• Returning to rectify installation issues.
• Repairing faulty workmanship.
• Replacing defective equipment (subject to warranty terms).
• Offering another appropriate resolution where justified.

If You Remain Dissatisfied

If you are unhappy with our response, you may request that your complaint is reviewed by a company director or senior manager.

Please submit your request within 14 days of receiving our final response, explaining why you remain dissatisfied and providing any additional information.

We will aim to provide a final decision within 10 working days.

Alternative Resolution

If we are unable to resolve your complaint directly, you may wish to seek independent advice or consider Alternative Dispute Resolution (ADR), where appropriate.

Nothing in this procedure affects your statutory rights under UK consumer protection legislation, including the Consumer Rights Act 2015.

Emergency Faults

If your complaint relates to an urgent fault affecting the operation of your security or fire protection system, please contact our service department immediately using our emergency contact number rather than waiting for the complaints process.

Continuous Improvement

We record and review all complaints to help improve our products, installation standards and customer service. All complaints are handled fairly, confidentially and in accordance with applicable UK data protection legislation.

Thank you for giving us the opportunity to resolve your concerns.