A clear route when something needs attention.

A practical complaints process.

This Complaints Policy applies to services provided by ORSA FIRE LIMITED, including fire safety assessments, reviews, advisory work, written findings and agreed follow-up services.

The purpose of the process is to give clients a clear opportunity to explain what has gone wrong, allow the matter to be reviewed properly, and provide an appropriate response based on the information available.

What may be included in a complaint?

A complaint may relate to the service received, communication, agreed scope, delivery arrangements, written information supplied, or another aspect of the service provided by ORSA FIRE LIMITED.

• Concerns about whether the agreed service was delivered as described.
• Concerns about communication or the handling of an enquiry.
• Concerns about the agreed scope or delivery arrangement.
• Concerns about information contained within an agreed written deliverable.
• Concerns about an agreed follow-up or administrative matter.

We encourage early contact.

Where appropriate, clients are encouraged to contact us as soon as an issue becomes apparent. Some matters may be resolved quickly by clarifying the agreed scope, correcting an administrative issue or providing additional relevant information.

Contacting us informally does not prevent a client from making a formal complaint if the matter remains unresolved.

Tell us what happened.

Complaints should normally be submitted by email so that the details can be recorded accurately and reviewed consistently.

Useful information to include

• Your name and organisation, where applicable.
• The service or enquiry concerned.
• A description of the issue and what happened.
• Relevant dates, documents or communications where available.
• The outcome or clarification you are seeking, if applicable.

Confirmation of receipt.

We aim to acknowledge a complaint within 3 working days of receiving it, where sufficient contact information is available.

The acknowledgement may confirm who is dealing with the matter, whether further information is required and the expected next step.

The matter is reviewed against the service provided.

We will consider the complaint in the context of the agreed service, relevant communications, information supplied by the client and any written deliverables connected with the matter.

Where clarification is required, we may ask the client for additional information before completing the review.

When you can expect a response.

We aim to provide a substantive response within 10 working days of receiving a complaint where the matter can reasonably be reviewed within that period.

If a complaint requires additional information, document review or further consideration, the response may take longer. Where this happens, we will explain the reason for the additional time and, where reasonably possible, provide an updated expected timeframe.

A response based on the circumstances.

Depending on the findings of the review, the response may include clarification, correction of an administrative or factual matter, an explanation of the service provided, a proposed practical action, or confirmation that no further action is considered necessary.

Where a correction or further action is appropriate within the agreed service scope, we will explain what will happen and, where relevant, the expected timeframe.

Complaints are considered within the agreed service.

ORSA FIRE LIMITED provides professional fire safety assessment and advisory services. The scope of an individual engagement is agreed according to the service selected and the circumstances discussed before work begins.

A complaint concerning matters outside the agreed scope may therefore require clarification of what was originally requested and agreed. Additional work is not automatically included simply because a related matter is raised through the complaints process.

Information used during the review.

Our review may rely on information supplied by the client, documents made available to us, communications concerning the service and observations or assessment information obtained as part of the agreed work.

If relevant information was unavailable, incomplete or supplied after the relevant assessment activity, this may be considered when reviewing the complaint.

Complaints are handled carefully.

Information provided as part of a complaint will be handled in accordance with our Privacy Policy and applicable data protection requirements.

Information may be reviewed by people within ORSA FIRE LIMITED who reasonably need access to consider the matter. Where appropriate, relevant professional or service providers may also be involved, subject to applicable confidentiality and data protection requirements.

If you remain dissatisfied.

If you remain dissatisfied after receiving our response, you may contact us again and explain which part of the response you would like us to reconsider.

Where appropriate, the matter may be reviewed again with reference to any additional information provided.

Nothing in this policy limits any statutory rights or other rights available under applicable law.

Your statutory rights remain unchanged.

This Complaints Policy operates alongside any rights available under applicable consumer, contract and data protection legislation.

Nothing in this policy is intended to exclude, restrict or replace a right that cannot lawfully be excluded or restricted.

ORSA FIRE LIMITED