J7 Fire Ltd · Service standards
Complaints Policy
J7 Fire Ltd aims to provide clear, professional and proportionate services. If something has gone wrong, raise it promptly so that the facts and an appropriate remedy can be considered.
How to complain
State the client and premises, relevant quotation or report reference, what happened, when it happened, the outcome sought and any supporting document. Please mark the message “Complaint” so it can be identified promptly.
What J7 will do
- Acknowledge the complaint and identify any information needed to investigate it.
- Review the quotation, scope, correspondence, evidence and deliverable relevant to the issue.
- Keep you informed if the matter requires specialist, insurer or legal input.
- Provide a reasoned response and explain any corrective action, limitation or further route available.
Timescales depend on the complexity and availability of evidence. J7 will explain the expected timetable rather than promise an arbitrary deadline that prevents a proper investigation.
Fairness and records
Making a complaint will not affect the professional consideration of the issue. J7 records complaints and outcomes for service improvement, insurance and legal purposes in accordance with the Privacy Notice.
Rights unaffected
This procedure does not remove any statutory, contractual or consumer right. Where another body, insurer or formal dispute process is relevant, J7 will identify that route when responding.
