COMPLAINTS POLICY             

Our Commitment to Customer Satisfaction

At MEP Fire, we are dedicated to providing top-quality fire suppression systems and services to our valued customers. We understand that occasionally, issues may arise, and we are committed to resolving them promptly and effectively. This Complaints Policy outlines our approach to handling and addressing any concerns or complaints you may have.

How to Reach Us

If you have a complaint or concern regarding our products or services, please don't hesitate to contact us. You can reach our Customer Support team through the following channels:

• Phone: 01628 963 415
• Email: hello@mepfire.com

Lodging a Complaint

To ensure a timely and efficient resolution of your complaint, please include the following details when you contact us:

• Your Name: Please provide your full name and contact information.
• Nature of the Complaint: Clearly describe the issue or concern you are facing.
• Order or Invoice Number: If applicable, please provide the relevant reference number.
• Supporting Documentation: Attach any relevant documents, images, or information that can help us understand and resolve the issue.

Complaint Handling Process

Upon receiving your complaint, our Customer Support team will acknowledge your communication within 24 hours. We will assign a dedicated representative to investigate and address your concern.

Our process involves:

• Assessment: Our team will carefully review all the details provided to understand the issue thoroughly.
• Resolution: We will work diligently to find a fair and effective solution to address your complaint.
• Communication: Throughout the process, we will keep you informed of the progress and expected resolution timeframes.
• Closure: Once the complaint is resolved to your satisfaction, we will confirm with you and consider the matter closed.

Escalation

If, for any reason, you are not satisfied with the resolution provided by our Customer Support team, you may escalate the matter to our senior management. We value your feedback and will take any escalated concerns seriously.

Feedback

At MEP Fire, your feedback is essential to helping us improve our products and services. We encourage you to share your experiences and suggestions, even if they are not related to a specific complaint.

Review and Updates

We continuously strive to enhance our Complaints Policy and procedures to ensure customer satisfaction. We may update this policy periodically, and any changes will be posted on our website.

Thank you for choosing MEP Fire. We appreciate your trust in our fire suppression systems and are committed to delivering outstanding service. If you have any questions or require further clarification about our Complaints Policy, please do not hesitate to contact us.