Our Commitment
At Fire Check Scotland, we are committed to providing a professional, reliable and high-quality service to all of our clients.
We recognise that, from time to time, concerns may arise. If you are dissatisfied with any aspect of our service, we welcome the opportunity to investigate the matter and resolve it fairly, promptly and professionally.
Our aim is to ensure that all complaints are handled consistently, transparently and with respect.
How to Make a Complaint
Complaints should be submitted in writing by email or post and should include:
- Your name and contact details
- The property address concerned (where applicable)
- The date of the inspection or service provided
- A description of the complaint
- Details of any supporting information or documentation
Complaints can be sent to:
Fire Check Scotland
A trading name of Archibald Marckay Limited
Email: info@firecheckscotland.co.uk
Telephone: 0131 381 8007
Registered Office: 3 Succoth Gardens, Edinburgh EH12 6BR
Complaint Timescale
To allow us to investigate matters effectively, complaints should normally be submitted within 30 days of the service being provided.
Complaints received after this period may still be considered at our discretion where reasonable circumstances exist.
Acknowledgement
We will acknowledge receipt of your complaint within five working days.
The acknowledgement will confirm:
- That the complaint has been received
- The name of the person responsible for investigating the matter
- The next steps in the process
Investigation
Your complaint will be investigated by a senior representative of Fire Check Scotland who was not directly involved in the matter wherever reasonably possible.
As part of our investigation, we may:
- Review inspection records and reports
- Review correspondence and documentation
- Contact you for additional information
- Speak with relevant staff or contractors
We will treat all information provided in confidence.
Response
We aim to provide a full written response within 14 working days of receiving all relevant information.
Where a complaint is particularly complex and requires additional investigation, we will keep you informed of progress and provide an updated timescale.
Possible Outcomes
Following investigation, we may:
- Provide an explanation or clarification
- Correct any factual inaccuracies
- Review and improve our internal procedures
- Offer an appropriate resolution where justified
- Confirm that no further action is required
Each complaint will be considered on its individual circumstances.
Continuous Improvement
All complaints are reviewed as part of our commitment to continuous improvement.
We use feedback to improve our services, procedures and customer experience wherever possible.
Professional Standards
Fire Check Scotland is committed to delivering professional fire safety consultancy services with integrity, competence and transparency.
We value customer feedback and view complaints as an opportunity to learn, improve and maintain the highest standards of service.
Contact Information
Fire Check Scotland
A trading name of Archibald Marckay Limited
Email: info@firecheckscotland.co.uk
Telephone: 0131 381 8007
Registered Office: 3 Succoth Gardens, Edinburgh EH12 6BR
Company Number: SC408733
Website: firecheckscotland.co.uk