Complaints Policy

If something has gone wrong, we would rather hear it from you than not hear it at all.

Last updated: 27 August 2026

Our approach

Most problems get solved quickly if they are raised early. If you are unhappy with the work, the equipment, the timescale, the price or the way you have been treated, tell us and we will look at it properly.

How to complain

• By phone: 01622 534 669
• By email: contact@cctvinstallerkent.co.uk

It helps if you can give us the address the work was carried out at, roughly when it happened, what the problem is, and what you would like us to do about it.

What happens then

1. We acknowledge it within 3 working daysSo you know it has reached the right person and is not sitting in an inbox.
2. We investigateWhich usually means speaking to the engineer who did the work, and often revisiting the property.
3. We respond in full within 14 working daysWith what we found and what we propose to do. If it is genuinely going to take longer, we will tell you why and give you a revised date.
4. If you are still not satisfiedAsk for it to be reviewed again. It will be looked at by someone who was not involved the first time.

Putting things right

Where we have got something wrong, we will put it right at our cost. That might mean returning to adjust or refit equipment, replacing a faulty component, or refunding part of the work. Your rights under the Consumer Rights Act 2015 apply in full and nothing in this policy limits them.

If we cannot agree

We are an SSAIB certificated company. If we reach the end of our process and you remain unhappy with work covered by our certification, SSAIB operates a complaints procedure for certificated companies — details are at ssaib.org. You may also take the matter through an alternative dispute resolution scheme or the courts. Consumers can also get free, independent advice from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

Learning from complaints

We keep a record of complaints and what caused them. It is the cheapest way we have of finding out what needs changing.