Complaints Policy

Last Updated: 3 July 2026

1. Our Commitment

At Security Direct Products Ltd, we are committed to providing high-quality products and excellent customer service.

We understand that, occasionally, things may not go as expected. If you are dissatisfied with any aspect of our products, services or customer experience, we want to hear from you so that we can investigate the matter and work towards a fair and timely resolution.

We value customer feedback and use it to help improve our products, services and processes.

2. How to Make a Complaint

If you wish to make a complaint, please contact us as soon as possible.

You can contact us by:

Telephone

0800 046 6380

Email

sales@securitydirectuk.com

Post

Security Direct Products Ltd

Suite A
Annie Reed Court
Annie Reed Road
Beverley
East Yorkshire
HU17 0LF

To help us investigate your complaint, please provide:

• Your name and contact details
• Order or quotation number (if applicable)
• Product details
• A description of the issue
• The date the issue occurred
• Photographs or videos where appropriate

Providing as much information as possible will help us resolve your complaint more quickly.

3. What Happens Next?

Once we receive your complaint, we will:

• Acknowledge receipt as soon as reasonably practicable.
• Review the information provided.
• Contact you if further information is required.
• Investigate the matter with the relevant department, supplier or manufacturer where necessary.
• Keep you informed of progress where appropriate.
• Provide a response once our investigation has been completed.

Our aim is to resolve complaints promptly and fairly.

4. Response Times

We aim to:

• Acknowledge complaints within 2 working days.
• Respond to straightforward complaints within 10 working days.
• Keep you informed if additional investigation is required.

Some complaints, particularly those involving bespoke products, manufacturers, transport providers or site inspections, may take longer to investigate. Where this happens, we will explain the reason for the delay and provide updates on progress.

5. Product-Related Complaints

Where your complaint relates to a product, we may ask you to provide:

• Photographs
• Videos
• Serial numbers
• Product labels
• Delivery information
• Installation details

In some cases, it may be necessary for us or the manufacturer to inspect the product before a decision can be made.

6. Delivery Complaints

If your complaint relates to delivery, please contact us as soon as possible.

If goods arrive damaged, incomplete or incorrect, we recommend notifying us within 72 hours of delivery wherever possible so that we can investigate with the delivery provider.

This request does not affect your statutory rights.

7. Installation Complaints

If your complaint relates to installation work carried out by Security Direct, we may arrange for an engineer or representative to inspect the installation before determining the appropriate course of action.

Where appropriate, we will work with you to rectify any issues covered by our contractual obligations.

8. Warranty Claims

Where a complaint relates to a possible manufacturing fault, it may be handled in accordance with our Warranty Policy.

Please refer to our Warranty Policy for further information.

9. Our Commitment to Resolution

Where a complaint is upheld, we will work with you to agree an appropriate solution.

Depending on the circumstances, this may include:

• Technical advice
• Repair
• Replacement
• Refund
• Credit
• Corrective works
• Another appropriate remedy

The solution offered will depend on the nature of the issue, the product supplied and your statutory rights.

10. Your Statutory Rights

Nothing in this Complaints Policy affects your legal rights under the Consumer Rights Act 2015 or any other applicable legislation.

11. Continuous Improvement

We review customer feedback and complaints regularly to help us:

• Improve our products
• Improve our installation services
• Improve delivery performance
• Improve customer service
• Enhance our website and online ordering experience

We appreciate all feedback, whether positive or negative, as it helps us continually improve our business.

12. Contact Us

If you have any questions regarding this Complaints Policy or would like to discuss a concern, please contact our Sales Team.

Security Direct Products Ltd

Suite A
Annie Reed Court
Annie Reed Road
Beverley
East Yorkshire
HU17 0LF

Telephone: 0800 046 6380

Email: sales@securitydirectuk.com

Website: www.securitydirectuk.com