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Complaints Procedure

Effective Date: 6 April 2025
Last Reviewed: 1 May 2026

Our Commitment

Safeguard Technologies Ltd is committed to providing a professional, respectful and supportive service at all times.

We recognise the importance of listening to feedback and responding appropriately where concerns or complaints are raised.

We view complaints as an opportunity to:

  • resolve concerns fairly

  • improve our services

  • learn from feedback

  • maintain trust with customers, families, carers and professional partners

We aim to handle complaints sensitively, proportionately and without unnecessary delay.

 

What Is a Complaint?

A complaint may relate to any aspect of our services, including:

  • device performance

  • installation or setup

  • customer service

  • communication

  • billing or subscriptions

  • delivery or collections

  • monitoring arrangements

  • staff conduct

  • safeguarding or welfare concerns

  • website or accessibility issues

Complaints may be raised by:

  • customers

  • family members

  • carers

  • advocates

  • professional partners

  • authorised representatives

 

How to Make a Complaint

Complaints can be submitted by:

Email: info@safeguardtechnologies.co.uk
Telephone: 01983 666416

Or by writing to:

Safeguard Technologies Ltd
Westbrook
Brook
Newport
England
PO30 4EJ

To help us investigate efficiently, please provide:

  • your name and contact details

  • details of the complaint

  • relevant dates or information

  • any supporting evidence where appropriate

Where a complaint is raised on behalf of another individual, we may require confirmation of authority to discuss personal information.

 

Acknowledgement of Complaints

We aim to acknowledge complaints within:

  • 2 working days

Acknowledgement may be provided by:

  • email

  • telephone

  • written correspondence

 

Investigation Process

Complaints will be reviewed fairly and appropriately based on the nature and seriousness of the concern.

This may include:

  • reviewing records or communications

  • speaking with relevant staff or providers

  • reviewing device or service information

  • seeking further clarification where required

We aim to handle complaints respectfully and objectively at all times.

 

Response Times

We aim to provide a full response within:

  • 10 working days

Where additional time is required due to complexity or third party involvement, we will aim to keep the complainant informed of progress.

 

Outcomes

Following investigation, outcomes may include:

  • clarification or explanation

  • apology where appropriate

  • corrective action

  • service improvement

  • replacement or repair arrangements

  • escalation to relevant partners where necessary

We will always aim to resolve complaints fairly and proportionately.

 

Safeguarding & Welfare Concerns

Where a complaint raises safeguarding or welfare concerns involving a vulnerable individual, Safeguard Technologies may take additional action where appropriate.

This may include:

  • escalation internally

  • contacting emergency contacts

  • contacting safeguarding authorities

  • contacting emergency services where immediate risk is identified

Safeguarding concerns will always be treated seriously and handled sensitively.

 

Confidentiality

Complaints will be handled confidentially and information will only be shared where reasonably necessary to investigate or resolve the concern.

Personal information will be processed in accordance with our Privacy Policy.

Privacy Policy

 

Continuous Improvement

Safeguard Technologies aims to learn from complaints and feedback in order to improve our services, systems and customer experience.

Where appropriate, complaints may contribute to:

  • staff training

  • operational improvements

  • process reviews

  • safeguarding reviews

  • service development

 

Escalation

If a complainant remains dissatisfied following our response, they may request that the complaint is reviewed further internally.

Where appropriate, complainants may also seek independent advice or contact relevant regulatory or consumer bodies.

 

Review of This Procedure

This Complaints Procedure will be reviewed periodically to ensure it remains appropriate, effective and aligned with our services and responsibilities.

 

Contact Information

Safeguard Technologies Ltd
Westbrook, Brook, Newport, England, PO30 4EJ
Email: info@safeguardtechnologies.co.uk
Telephone: 01983 666416