Complaints
How to raise it, and what happens next.
Last updated 28 July 2026.
How to complain
Contact us in whichever way suits you:
- Email info@flameshieldlondon.co.uk, which is the easiest to track
- Phone 020 3393 1661 during opening hours, Monday to Friday 9am to 7pm, Saturday 10am to 3pm
- Post 7A Cecil Road, London N14 5RH
It helps if you can tell us the address of the building, roughly when the work was done, what happened, and what you would like us to do about it. If you have photographs or a copy of the report, send those too. If you do not have any of that, complain anyway and we will find the job.
What happens then
We acknowledge it
Within five working days of receiving your complaint, we confirm we have it and tell you who is dealing with it.
We look into it
We review the job records, the engineer’s report and anything you have sent, and we speak to the engineer who attended. If we need to inspect the building again we arrange that with you.
We respond in writing
Within 21 days of acknowledging, we set out what we found, whether we accept the complaint, and what we propose to do. If the investigation genuinely needs longer, for example because access has to be arranged, we tell you before that deadline and give a new date.
We put it right
Where we got it wrong we fix it at our cost. Where we do not accept the complaint we explain why, in plain terms, and tell you what you can do next.
If you are not satisfied with our answer
Ask for the complaint to be reviewed. A director will look at it again, and respond within 21 days of your asking. That is the end of our internal process.
Questions about fire safety work?
You get an engineer on the phone, not a call centre. Free survey, written quote, no obligation.
Taking it further
Five routes that stay open to you whatever we say, and none of them depends on our agreement.
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Alternative dispute resolution
We are not a member of an ombudsman or certified alternative dispute resolution scheme, and we are not obliged to use one. We say so here because the ADR Regulations 2015 require the position to be stated once an internal complaint is exhausted, whichever way it falls. Every route below stays open to you regardless.
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Court
Nothing here affects your right to take a claim to court. If you are a consumer, the small claims track of the county court handles most disputes of this size without needing a solicitor.
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About our accreditations
If your complaint is about the standard of fire alarm work carried out under our BAFE registration, you can also raise it with BAFE. Our registration number is 303184 and it can be checked on the BAFE register.
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About fire safety in your building
Fire safety in non-domestic premises is enforced by the local fire and rescue authority, not by us. If your concern is that a building is unsafe rather than that our service was poor, contact the fire and rescue authority for the area directly. That route is open to you whatever we say.
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About your personal data
Complaints about how we have handled your data can go to the Information Commissioner’s Office at any time, and you do not have to come to us first. See our privacy policy for details.
What we will not do
We will not treat a complaint as a reason to stop maintaining a fire alarm system that people depend on. If a dispute is running and your system is under our care, servicing continues while it is resolved.