Last updated: 31 October 2026
If something has gone wrong, please tell us so we can understand the problem and work towards a resolution. This procedure covers our website, initial enquiries, service concerns, accessibility and the handling of personal information.
How to raise a concern
Use the contact form and choose “Complaint” or “Privacy request or complaint”, call 0161 355 6877, or write to Trident Electronics (U.K.) Ltd, Imperial House Atria, 79–81 Hornby Street, Bury, BL9 5BN.
Tell us what happened, any relevant dates or reference numbers, how it affected you and what outcome you would like. Include a safe way for us to reply. Please do not include alarm codes, passwords or payment card details. We can discuss a suitable way to supply any sensitive evidence if it is needed.
What happens next
We will acknowledge the concern, consider the relevant information and ask for clarification where needed. We will explain the outcome and any proposed action. If more investigation is needed, we will keep you informed rather than leave you without an update.
If you remain dissatisfied, ask for a further review and explain which points have not been resolved. You can also obtain independent advice about any statutory or contractual remedies. This procedure does not remove your legal rights or prevent you using the courts or a relevant regulator.
Data-protection complaints
We will acknowledge a complaint about personal information within 30 days of receipt. We will investigate without undue delay, keep you informed and explain the outcome. Requests to exercise data-protection rights, such as a request for a copy of your information, have their own applicable time limits; see our privacy notice.
You can also complain to the Information Commissioner’s Office: ico.org.uk/make-a-complaint, telephone 0303 123 1113. Raising a concern with us does not take away that right.
Accessibility and urgent issues
Let us know if you need help making a complaint or need a different communication format. You can complain by phone or post if the online form is unsuitable.
The enquiry form is not an emergency or alarm-monitoring channel. For an immediate emergency, contact the emergency services. For an existing system, use the support arrangements supplied with your service.