Complaince Procedure

Our customers are important to us at SECURE COVER SERVICES LIMITED. We aim to exceed our customer’s expectations every time; however, there may be occasions where we fall short in some way. If this does happen, we want to know.

SECURE COVER SERVICES LIMITED can reassure you that every complaint is taken very seriously and dealt in accordance with the GDPR legislation and Data Protection Act 2018, and with our internal complaint’s procedure, which are designed to resolve your concerns quickly and efficiently.

How Can I Make a Complaint?

By Email

You can email your complaint to us 24 hours a day. You should include your account number, or any reference number given by us for example the order number shown on your document if you have ordered a product, please include your landline phone number. You should state your full name and address and give full details of what the problem is. Please do not generalize; we need as much detail as possible in order to investigate your complaint. Email us at contact@securecoverservices.co.uk

By Telephone

+44 7414614689 call between 10.00 AM to 5.00 PM Monday to Friday. We are closed on Saturdays/Sundays. This call is free from your landline.

By Letter

By letter It takes longer to reply by letter but, if you prefer to write, please send your letter to the appropriate address below. Make sure you include the account number and the telephone number of the service you’re complaining about. Compliance Manager,SECURE COVER SERVICES LIMITED, Melrose House, 42 Dingwall Road, Croydon, United Kingdom, CR0 2NE

What Happens Next?

Your complaint will be logged on our compliance system and allocated to a member of the Compliance Team to investigate. You will receive an acknowledgment either in writing or by e-mail within 3 working days of receipt.

Depending on the nature of your complaint: Within 2 weeks, after receipt of a complaint, we will send to you either:

A written reply to your complaint, what we have done to resolve it and what to do if you are not happy with the outcome.

An update to your complaint, what we are doing to try and resolve it and what the timescales are likely to be.

A decision that we have not upheld your complaint and what you can do to escalate it if you are not happy.

Under the GDPR regulations we must complete your subject access requests within 30 days. We always aim to complete any complaints within this timescale too.

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