Complaints Policy Statement

Introduction.

Tin Lid Protection (TLP) Ltd. (the ‘Company’) values complaints as an opportunity to improve the way we serve our clients and community. This policy explains:

  • What the Company means by a complaint.
  • How you can make a complaint.
  • How the Company will deal with your complaint.
  • What you can do if you remain unhappy with our response.

What is a complaint?

Tin Lid Protection (TLP) Ltd. considers a complaint to mean:

An expression of dissatisfaction: about the standard of service, actions or lack of action, by our staff, contractors or volunteers that requires a response.

For example, this could include complaints involving:

  • Allegations regarding delays in service, operations, or response to communication.
  • Misconduct by the Company staff, including sub-contractors, and volunteers.
  • Unreasonable behaviour by a person associated with the Company.
  • Where you feel there has been a poor delivery of service.

What is not a complaint under this policy?

People contact Tin Lid Protection (TLP) Ltd. for a number of reasons. However, some things can be more appropriately dealt with outside this complaints policy and there may be cases where other, more specific ways of resolving your concerns are appropriate. Specifically, with regard to Subject Access Request; questions for the Company Data Protection Officer; or serious complaints for the Information Commissioner’s Office ( https://ico.org.uk/make-a-complaint/ )

In general, the following issues will be treated as part of the Company’ normal business rather than as complaints:

  • Queries and or comments.
  • Initial requests for services.
  • Suggestions for improvements.

How can you make a complaint?

We want to make it easy for you to complain to us. You can make your complaints using whichever of the following methods is most convenient to you:

By Phone:       01380 609 383

By Email:        team@tlpdronesecurity.com

By Post:          Office 10, Aura Business Centre, Heath Rd, Skegness PE25 3SJ

Anyone who receives or is seeking to receive a service from Tin Lid Protection (TLP) Ltd. can make a complaint.

How will we deal with your complaint?

The Company recognises that every complaint is different and we want to investigate your concerns appropriately and we will do so proportionately having regard to the Company’ resources.

The following stages will normally be followed:

Initial Review

On receiving your complaint we will acknowledge it in writing within five working days and say how we propose to resolve it. After investigating your complaint we will normally give you a response within 10 working days of our acknowledgement.

Further Review.

If you are not satisfied with the outcome after the Initial Review, you should let us know why within 28 days. As with the Initial Review we will acknowledge your concerns within five working days. We will then make a further investigation and reply, normally within 20 working days of our acknowledgement. If we don’t hear from you within 28 days, we’ll consider your complaint closed.

If the Company receives multiple complaints about the same issue, then in the interests of efficiency, we might consider them as if they are a single complaint. Also, in the interests of operational efficiency, Tin Lid Protection (TLP) Ltd. reserves the right not to pursue a complaint if it is frivolously made or deliberately repetitious.

Data Protection and GDPR.

For all enquiries regarding data protection; GDPR; and Subject Access Requests; these should be addressed to the Company’ Data Protection Officer, Chris Flannagan ( chris_f@tlpdronesecurity.com ).