Feedback & Complaints Procedure

At Pembrokeshire PC Ltd we strive to excel and want to provide you with the best possible equipment, installation and ongoing service. We appreciate that you may sometimes wish to provide feedback from the service we have provided and here is your platform to do so. If you're not happy with our service it's important that we're here to do everything we can to put things right. Here you will find all the ways you can contact us to raise a complaint and what we'll do to handle such instances.


Please note:
This page (and website) are for Pembrokeshire PC Ltd who provide security systems and Wi-Fi as a service. Please ensure that you are seeking to contact Pembrokeshire PC Ltd before proceeding with the use of the content within this page or any other page within this website.

 

Get in touch

By email: complaints@pembrokeshirepc.co.uk

By telephone: 01646 610 191 (lines open 9am to 5pm Monday-Friday, except public holidays and seasonal closing times).

In writing (please note: this is a postal address only. Visits are by appointment only): Pembrokeshire PC Ltd, Sir Benfro House, Brunel Quay, Neyland, Pembrokeshire, SA73 1PY, (UK). Written correspondence should include your full name, address, customer number or account number (where applicable), details of the complaint including as much information as possible and please include your preferred correspondence method (phone, email or in writing). A contact telephone number and/or email address should be included if that is your preferred method for us to contact you.

 

Complaints: What we will do (and when)

Our aim is to solve complaints quickly and satisfactorily for you and for ourselves. We will communicate with you the best form of resolution within 14 days. If you agree to the resolution it shall be implemented within 14 days of the agreement. Where satisfactory the complaint shall be considered "resolved" and the matter shall be settled as-is.

In the unlikely instance that the matter cannot be resolved as above it shall be escalated to management who will seek to resolve the matter by following the same procedure as above and the escalated complaint shall be responded to by management within 14 days of escalation. If at this stage the matter cannot be resolved the matter shall be communicated to you and we will provide details of attempts of resolution provisioned. At this stage we might send you a ‘deadlock’ letter. This letter is to inform you that we do not reasonably believe there is anything more we can do. You can ask that we review the case at any time after the deadlock letter has been issued up to 6 months. In this case we will review the case in full. If we feel that we can offer any alternative method of resolution we will do so. If we cannot resolve the situation after the review you will be advised of the outcome and the original deadlock letter and it's contents will stand.

Submit your complaint online

Provide details below and we will process your complaint as per our procedure detailed above. 
Please provide as much detail as possible:

 

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    Terms & Conditions | Privacy Policy

    This does not affect your statutory rights. Your privacy is important to us and how we handle your data is outlined in our Privacy Policy and details about the use of this website can be found in our Terms & Conditions. To escalate your complaint to the ombudsman you will require a "letter of deadlock". We will issue a letter of deadlock if an agreed solution cannot be found (detailed above). See: Ofcom or Trading Standards.

    More information about complaining and escalating your complaint, as well as an explanation of what a deadlock letter is and when you'll need it can be found on the Citizens advice website here: Solving a consumer problem