Complaint Procedure


Isec Security & Facilities Management Ltd is committed to providing an efficient and reliable service for its clients. In order to achieve this, ISEC FM GROUP keeps up-to-date with technology and employs well-trained, dedicated staff.

On the rare occasions that any part of our service does not meet your full expectations, we have implemented a procedure designed to minimise the inconvenience to our clients and to resolve any complaint in a speedy and satisfactory manner.

  • Please send all complaints to┬áconcerns@issfm.com
  • A complaints handler will then be allocated to the complaint and will fully investigate the issues raised
  • When the investigation is complete the complaint will be closed with a letter

Service Level Agreement (SLA)

Every complaint received by Isec Security & Facilities Management Ltd or any of its group is dealt with in the most serious of manners. Complaints are dealt with in a professional way and our policy ensures that the client receives acknowledgement from the recipient of the complaint within two working days.

Escalation & Satisfactory Resolution

You will be informed and updated on the progress of all complaints. If you are not satisfied with the resolution of any complaints, you can contact your account manager. It is the policy of ISEC FM GROUP that all complaints are taken seriously and are dealt with in a uniform way and that the client receives acknowledgement from the recipient of the complaint within 2 working days.

A proposed resolution to the complaint should be issued to the client within 7 calendar days or 28 calendar days for a technical response. If for any reason there is an unavoidable delay in issuing a response to the complaint the client must be informed and a new deadline issued/agreed. All complaints will be dealt with by Client Experience and a designated person will be allocated so they have a definite point of contact. All clients can contact this designated person if they have any questions or queries, or if they wish to inquire about the progress of a complaint.

In line with the rules stipulated by the Financial Conduct Authority, any insurance/indemnity complaint will be referred to ISEC FM GROUP Compliance Manager to acknowledge and respond.

Should any client be dissatisfied with the handling of a complaint at any time, they should inform their designated contact who can determine the most appropriate person to respond; technical complaints may be appealed to nominated individuals within the Consultancy departments.

If you are dissatisfied having followed all the stages of the above, please write to:

Directors Office

ISEC FM GROUP
ISEC Security & Facilities Management Ltd
1 Bank Terrace
Luddenden
Halifax
HX2 6PJ