Complaints Procedure
We hold ourselves to a high standard. If we fall short, we want to hear about it — and put it right.
Last updated · June 2026
Our commitment
Akton Fire Ltd is committed to providing a professional, high-quality service to every client. We take any concern about our work, our people or our conduct seriously, and we treat every complaint as an opportunity to put things right and to improve. Raising a complaint will never affect the way we deal with you.
How to raise a complaint
The quickest way to raise a concern is to complete the form at the bottom of this page. It comes straight to us at info@akton-fire.com. If you would rather, you can also contact us directly:
- Email info@akton-fire.com
- Phone 020 3727 9106
- Post Akton Fire Ltd, 66 Paul Street, London EC2A 4NA
What to tell us
To help us look into your complaint quickly and thoroughly, please include:
- your name and the best way to reach you;
- the building, project or report your complaint relates to, and any reference we have given you;
- a clear description of what has gone wrong; and
- what you would like us to do to put it right.
What happens next
We follow a simple, transparent process:
- Acknowledgement We will acknowledge your complaint in writing within one working day of receiving it, and let you know who is dealing with it.
- Investigation A senior member of the team, independent of the matter wherever possible, will review what happened. We may contact you for further detail.
- Full response We will give you a substantive written response within 20 working days. If the matter is complex and we need longer, we will tell you why and agree a revised timescale with you.
If you are still not satisfied
If our response does not resolve your complaint, you may ask us to review the matter again, and it will be considered by a director. Where your complaint concerns work that falls under a professional body or third-party scheme of which we are a member, you may also be able to refer it to that body. We will tell you which route applies to your matter and how to pursue it.
Complaints about your personal data
If your complaint is specifically about how we have handled your personal data, please see our Privacy Policy. You retain the right to complain to the Information Commissioner's Office (ICO) on 0303 123 1113 or at ico.org.uk.
Raise a complaint
Complete the form below and it will be sent to us at info@akton-fire.com. As above, we will acknowledge it within one working day and give a full response within 20 working days.