Firesurv Group

Complaints Procedure

Last updated: February 2026

Need to Make a Complaint?

We take all complaints seriously and aim to resolve them promptly and fairly.

survey@oecltd.uk

1. Introduction

Firesurv Group is committed to providing high-quality fire safety services and maintaining excellent standards of customer care. However, we recognise that occasionally things may go wrong. When this happens, we want to hear about it so that we can put things right and improve our services.

This Complaints Procedure explains how you can make a complaint, what you can expect from us, and how we will handle your concerns. We treat all complaints confidentially and without prejudice to any ongoing or future services.

2. What is a Complaint?

A complaint is any expression of dissatisfaction about our services, staff, or the way we have handled a matter. This may include concerns about:

  • The quality of our fire safety assessments, inspections, or reports
  • The conduct or professionalism of our staff
  • Delays in service delivery or report completion
  • Communication issues or failure to respond
  • Billing or payment disputes
  • Any other aspect of our service that has not met your expectations

3. How to Make a Complaint

You can submit a complaint through any of the following channels:

Primary Contact (Recommended)

survey@oecltd.uk

Email is our preferred method as it provides a clear written record and allows us to respond thoroughly.

Alternative Contact Methods

Telephone

03456 868 868

Monday to Friday, 9am - 5pm

Post

Complaints Department
Firesurv Group
Suite 1A, Unit 5 Wickham Business Park
Basildon, Essex
SS14 3EQ

4. Information to Include

To help us investigate and resolve your complaint efficiently, please provide:

  • Your full name and contact details
  • The address or site where services were provided
  • The date(s) of the service or incident
  • The name of any staff member involved (if known)
  • A clear description of your complaint
  • Any relevant documentation, reference numbers, or evidence
  • What outcome or resolution you are seeking

5. Our Complaints Process

1

Acknowledgement

We will acknowledge receipt of your complaint within 2 working days. You will receive confirmation that your complaint has been logged and assigned to an appropriate member of our team.

2

Investigation

A senior member of staff will investigate your complaint thoroughly. This may involve reviewing documentation, speaking with relevant staff members, and examining our records. We may contact you for additional information if required.

3

Response

We aim to provide a full written response within 10 working days of receiving your complaint. If the matter is complex and requires additional time, we will inform you of the expected timescale and keep you updated on progress.

4

Resolution

Our response will include our findings, any action we have taken or propose to take, and an explanation of our decision. Where appropriate, we will offer a suitable remedy which may include an apology, correction of errors, or other appropriate action.

6. Escalation Process

If you are not satisfied with our initial response, you may request an escalation review:

Stage 2: Management Review

If you remain dissatisfied with our response, you may request a review by a Director within 14 days of receiving our initial response. Please email survey@oecltd.uk with "Escalation Request" in the subject line, explaining why you are dissatisfied with the outcome.

The Director will conduct an independent review and provide a final response within 15 working days.

7. External Resolution

If you have exhausted our internal complaints process and remain dissatisfied, you may have the right to refer your complaint to external bodies, depending on the nature of your concern:

  • Trading Standards: For matters relating to consumer rights and fair trading
  • Relevant Professional Bodies: If your complaint relates to professional standards or conduct
  • Information Commissioner's Office (ICO): For complaints about data protection or privacy
  • Small Claims Court: For contractual disputes that cannot be resolved

8. Confidentiality

All complaints are treated in strict confidence. Information will only be shared with those who need to know in order to investigate and resolve the complaint. We will not disclose your personal information to third parties without your consent, except where required by law.

9. Recording and Learning

We maintain records of all complaints received and their outcomes. This information is reviewed regularly by management to identify trends, improve our services, and prevent similar issues from recurring. Complaints data is anonymised when used for training and service improvement purposes.

10. Unreasonable or Vexatious Complaints

While we are committed to dealing with all genuine complaints fairly, we reserve the right to decline to investigate complaints that are clearly vexatious, repetitive without new information, or abusive in nature. In such cases, we will explain our reasons in writing.

11. Your Rights

Throughout the complaints process, you have the right to:

  • Be treated with courtesy and respect
  • Have your complaint dealt with promptly and fairly
  • Receive clear explanations and be kept informed of progress
  • Have someone accompany or represent you
  • Request escalation if you are not satisfied
  • Access external resolution options

12. Contact Us

For all complaints, please contact:

Complaints Department
Firesurv Group
Suite 1A, Unit 5 Wickham Business Park
Basildon, Essex
SS14 3EQ

Email: survey@oecltd.uk
Phone: 03456 868 868

Response Time Summary

Acknowledgement

Within 2 working days

Initial Response

Within 10 working days

Escalation Request

Within 14 days of response

Director Review

Within 15 working days