Equilibrium Security’s Customer Complaints Procedure

Please submit email complaints to: enquiries@equilibrium-security.co.uk or call our main office on 0121 663 0055, and we will provide further contact details of the person required.

Equilibrium Security always aims to provide high quality services which meet your needs. We believe we achieve this most of the time. But if we are not getting it right, please let us know.

To keep our services at a high and improving standard, we want to ensure you know how to inform us if you are not satisfied with your dealings with Equilibrium.

If you are not happy with the service you have received from us, please raise this with the relevant team member you have been in contact with.

If you are unhappy with an individual in Equilibrium Security sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate, then speak to the staff member’s manager or the Director.

Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within five working days. The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If you have been through the formal complaint process and you are still not happy with the outcome, you can ask for the Appeal Panel to review your complaint. If you choose this course of action, you must contact Equilibrium Security within 28 days of receiving the Complaints Panel outcome.

The Appeal Panel will write to you within fifteen working days to let you know:

  • That your complaint is being reviewed
  • Approximately how long it will take to carry out the review
  • When we will send out a written reply

Where the Appeal Panel upholds a complaint, we will make recommendations about actions required to put things right and to reduce the likelihood of similar problems occurring in future. Any recommendations made will be included in the written reply made to the complainant. We will review any such recommendations within six weeks. Where a recommendation is accepted, we will set a date by which we intend to carry it out. Where a recommendation is not accepted, we will explain why.