Swift Fire & Security Group Complaints Procedure

If you believe that you have not received the standard of service you expect, the complaints procedure will help us maintain and improve the high standard of services provided by Swift Fire & Security.

We value any comments and your views are important to us. We aim to resolve all complaints quickly and efficiently. To enable us to do this, we offer the following services to ensure your complaint is dealt with professionally and thoroughly.

Making a complaint verbally

If you are unhappy with any aspects of the service provided to you by Swift Fire & Security, the easiest way to raise this with us is by calling our Customer Care department. If you are unable to speak with someone at the time of your call, we have a voicemail facility to allow you to leave your details to ensure that a call back is completed within one working day of your contact.

You can call us on

0161 872 6262 extension 02013 - Monday to Friday 8.30am-5.00pm (voicemail facility at all other times)

Alternatively you can submit your complaint in writing

If you have been unsuccessful in reaching a resolution verbally or you would rather put your complaint in writing then please send it to the following address:

Swift Fire & Security Group
Customer Care Department
Matthew Elliott House
64 Broadway
Salford Quays
Manchester
M50 2TS

Or you can email it to us at customercare@swiftfireandsecurity.com

Or you can fax your correspondence to us on
0161 877 2424.

We commit to issuing a response to you within 48 hours of receipt of your complaint. If we need to investigate your concerns and are unable to issue a final response within 48 hours of receipt of your complaint, we will send you an acknowledgment letter advising you of this and we will then commit to issuing a response within 7 days from the date we received your original complaint.

If we are unable to issue a final response within 14 days of receipt of your complaint, we will again issue a letter explaining our reasons for this and we will advise of a date that we would expect to issue a final response to you. This date with not exceed 28 days from the date when we received your original complaint. at Swift Fire & Security pride ourselves in not only meeting our customers’ service expectations but consistently exceeding them. We work very closely with our customers in order to gain constant feedback, positive or otherwise. This enables us to succeed in our aim of continuous improvement of the products and services that we provide.

The Customer Care team is an integral part of that continuous improvement process; we are here solely to ensure that the customers of Swift Fire & Security are getting the service they deserve. It is therefore vitally important that you, as our customers, are willing to communicate with us. We would like to hear from you whether it is to praise the way we have handled your requirements or to inform us of any complaints you have experienced with our organisation.

For that reason there are some simple feedback forms linked on the left hand side of this page.