Complaints Handling Procedure

 

At KeyVision Security Ltd, we aim to provide a reliable and professional service to all of our customers. If something goes wrong, we want to know about it so that we can investigate the issue and work with you to resolve it as quickly as possible.

This complaints procedure applies to customers using our broadband, internet and VoIP/telephone services.

 

How to make a complaint

You can make a complaint using any of the following methods:

 

Telephone: 01858 456469

 

Email: info@keyvisionsecurity.co.uk

 

Post:
KeyVision Security Ltd
4A Laing Street, Kirkwall, Orkney, Scotland, KW15 1NW

 

Please provide your name or business name, contact details, account or service details where applicable, and a clear description of the issue.

 

There is no charge for making a complaint.

 

How we will handle your complaint

 

When we receive a complaint, we will record it and review the circumstances surrounding the issue.

We may contact you for further information where this is required to investigate the complaint properly.

We will take prompt and active steps to investigate the matter and work towards a resolution. Where a complaint cannot be resolved immediately, we will keep you informed of our progress.

We aim to resolve complaints as quickly as possible and, wherever reasonably practicable, within 10 working days.

Once our investigation is complete, we will explain the outcome of your complaint and any action we propose to take.

 

If you are unhappy with our response

 

If you are unhappy with our proposed resolution, please let us know and we will review the matter again.

If we are unable to reach an agreed resolution, we may issue a deadlock letter confirming that we have been unable to resolve the complaint.

Eligible customers may then refer the complaint to our independent Alternative Dispute Resolution provider.

 

Alternative Dispute Resolution

 

KeyVision Security Ltd is registered with Communications Ombudsman, an Ofcom-approved Alternative Dispute Resolution scheme.

If we are unable to resolve a complaint, eligible customers may normally refer the matter to Communications Ombudsman once six weeks have passed from the date the complaint was first raised.

A complaint may also be referred earlier where we have reached deadlock and issued a deadlock letter.

Communications Ombudsman is independent of KeyVision Security Ltd and the service is free for eligible customers to use.

 

Accessibility

 

We want our complaints process to be accessible to everyone.

If you have a disability, communication difficulty, or circumstances which make it difficult for you to use our normal complaints process, please let us know and we will make reasonable adjustments to assist you.

We can also deal with an authorised third party acting on your behalf where appropriate.

 

Keeping this procedure up to date

 

We regularly review this complaints procedure to ensure it remains accurate and reflects our regulatory obligations.

 

KeyVision Security Ltd

Last updated: October 2026