Complaints

At Fire & Acoustic Seals (FAS) we put our customers at the very heart of all we do and are committed to providing a positive experience. However, occasionally our high standards are not met so feedback is extremely important to us to continuously improve our services and products.

Every customer has the right to complain, we welcome the opportunity to learn from any mistakes we have made.

Please contact us via any of the following methods.

Email us at [email protected]
Call us on 0121 521 2179

Our complaints policy is to:

Provide a complaints procedure that is clear, fair, and easy to use.
We will acknowledge your complaint within 24 hours, within usual working hours (except for weekends and bank holidays) of receiving it and advise who will respond to you via e-mail.
Treat every complaint we receive seriously and fully respond with a resolution within 10 working days.
Treat all customers fairly and with respect regarding their complaints.
Ensure that every complaint is investigated to establish the root cause and process it in a confidential, transparent, and timely manner.
Ensure all customer-facing staff at FAS are aware of what to do in the event of a complaint.
Use any feedback we receive because of a complaint as training for our internal teams.
Review any internal processes to improve how we interact with customers.
Log every official complaint/service issue.
Endeavour to resolve every complaint, where possible and repair any damage made to the relationship between FAS and the customer.
Make the management team at FAS aware of all official complaints received, ensuring these are discussed and clear corrective action is taken.