1. Our Commitment to Getting It Right
We aim to deliver a reliable, professional service on every site we monitor, install or guard. When something falls short of that standard, we want to know. As an ISO 9001:2015 certified business, we treat every complaint as valuable feedback that helps us improve, and we handle each one fairly, promptly and in confidence.
2. How to Make a Complaint
You can raise a complaint with us in whichever way suits you best:
By email: hello@empressasm.uk
By telephone: 0161 877 6612
In writing: Empress Monitoring ASM Limited, Unit 7, The Generation Centre, Church Street, Rochdale, OL12 6XB
3. What to Include
To help us investigate quickly, please tell us:
- Your name, company (if applicable) and the best way to contact you.
- The site or service the complaint relates to.
- What happened, including relevant dates and times.
- Any reference numbers you have (for example a quote, job or invoice number).
- What you would like us to do to put things right.
4. How We Handle Your Complaint
Our process follows clear, documented steps:
- Acknowledgement — we will acknowledge your complaint within three (3) working days of receiving it.
- Investigation — a member of our management team will review the matter, gather the relevant facts and, where needed, speak to the staff or subcontractors involved.
- Response — we aim to provide a full written response within ten (10) working days. If a complaint is complex and needs longer, we will tell you why and give you a revised timescale.
- Resolution — we will explain our findings, any action we are taking, and any steps we will take to prevent a recurrence.
5. If You Are Not Satisfied
If you feel your complaint has not been resolved to your satisfaction, you may ask for it to be escalated to a Director, who will carry out a final review. We will always aim to reach a fair outcome directly with you.
Where a complaint concerns how we have handled your personal data, you also have the right to contact the Information Commissioner's Office (ICO) at ico.org.uk. Our ICO registration reference is ZB816112.
6. Learning From Complaints
Every complaint is logged and reviewed as part of our ISO 9001:2015 quality management system. We use this information to identify trends, take corrective action, and continually improve the service we provide to all of our clients.