Customer Complaints Procedure
Infinitas Security believes in its high standard and endeavours to provide excellent customer service. Please do not hesitate to contact us on the above details in relation to any complaints you wish to make.
The complaint will be acknowledged within 4 hours of receipt of the email or completion of form during normal office hours*. Our senior management will take up the matter personally and investigate thoroughly in accordance with our recognised Company procedures.
We aim to respond within 24 hours to update you with progress and once your complaint has been resolved we will check back with you to ensure you are satisfied with the resolution.
*In receipt of a written letter, a reply will be sent to the complainant within five working days.
We always welcome any feedback you may have on how Infinitas Security is performing and will use this to review and improve how we deliver our services. You may leave any feedback by contacting us as in the options below or by filling out either the Consumer Feedback Questionnaire (for site managers) or the Customer Satisfaction Questionnaire (Client Head Office). In all cases we will thankfully accept your feedback and update you on the improvement it has made to our organisation.
We will adopt the following principles to help us meet this commitment:
- Seek to identify and understand the views and opinions of all our stakeholders
- Provide opportunities for engagement wherever possible including our staff, clients and their consumers and wider stakeholders
- Endeavour to enable constructive debate to take place, creating open and two way communication processes
- Provide feedback on how views expressed have been considered and the outcomes of any engagement process
You may contact us using the following options:
Write to us at: 1st Floor, 13-17 high Beech Road, Loughton, IG10 4BN
Call: +44 (0) 208 508 2500
Alternatively, please fill out our Contact Us Form below.
How to Find us
We are a 10 minute walk from Loughton Underground station (Central Line).
The nearest bus stop is The Crown which is a 6-7 min walk away.