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Complaints  Policy

Policy Statement

Passive Fire Group Ltd is committed to delivering a high standard of service. We value all feedback and treat complaints as an opportunity to improve.

If something goes wrong, we encourage you to tell us so we can put it right as quickly as possible.

 

Our Commitment

We will:

  • Make it easy to raise a complaint

  • Treat all complaints fairly and seriously

  • Acknowledge complaints within 2 working days

  • Aim to resolve complaints promptly (normally within 28 days)

  • Treat all information confidentially in line with GDPR

 

How to Make a Complaint

You can contact us using the following methods:

 

Please include as much detail as possible so we can deal with your complaint efficiently.

 

What to do if you are not happy with our response

If you are not satisfied with our response, you can request a review by a senior manager. Where appropriate, we will also provide details of any external escalation routes.

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Contact

Complaints Manager: Lisa McIntosh

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