Complaints Policy

1. Our commitment

Medi Alarm 247 Limited is committed to providing reliable personal safety alarm services and treating Customers, Users, relatives, carers and representatives fairly.

We aim to:

• make complaints easy to raise;
• listen carefully and treat complainants respectfully;
• investigate concerns fairly and objectively;
• provide clear and timely responses;
• make reasonable adjustments where needed;
• correct mistakes;
• offer appropriate remedies;
• learn from complaints; and
• improve our products, services and procedures.

Making a complaint will not affect the Customer’s right to receive fair treatment or use the Service.

We will not disadvantage, intimidate or treat anybody unfairly because they have raised a genuine concern or complaint.

2. About Medi Alarm 247

This Complaints Policy is operated by:

Medi Alarm 247 Limited
Company number: 13634557

Postal and correspondence address:

Medi Alarm 247 Limited
Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

Telephone: 0800 688 9961
Email: hello@medialarm247.com
Website: www.medialarm247.com

Our normal customer-service hours are Monday to Friday, 9am to 5pm, excluding public holidays.

Our alarm Monitoring Centre operates 24 hours a day, seven days a week.

3. What is a complaint?

A complaint is an expression of dissatisfaction about:

• our products;
• our Monitoring Service;
• our customer service;
• a sales interaction;
• an advertisement;
• the way an enquiry was handled;
• an alarm device;
• delivery or setup;
• billing or payment collection;
• a money-back guarantee;
• cancellation;
• returns;
• repairs or replacements;
• an alarm or monitoring incident;
• communication with Emergency Contacts;
• the conduct of a member of staff or service provider;
• our handling of personal information;
• a reasonable adjustment;
• the treatment of a vulnerable Customer or User; or
• another service provided in connection with Medi Alarm 247.

A person does not need to use the word “complaint.”

Where somebody tells us that they are unhappy and reasonably expects us to investigate or respond, we will normally treat the matter as a complaint.

4. Who may complain?

A complaint may be made by:

• a prospective Customer;
• a current Customer;
• a former Customer;
• the person paying for the Service;
• the User of the alarm;
• an Emergency Contact;
• a relative or carer;
• an attorney, deputy or guardian;
• an authorised representative;
• an executor or estate representative; or
• another person directly affected by our Service.

Where a complaint is made on behalf of somebody else, we may need to verify:

• the complainant’s identity;
• the identity of the Customer or User;
• the complainant’s authority to act; and
• what information we are permitted to disclose.

We will not use confidentiality requirements to prevent somebody from raising a concern. However, we may be unable to disclose private account information without appropriate authority.

5. How to make a complaint

Complaints may be made by telephone, email or post.

Telephone: 0800 688 9961

Email: hello@medialarm247.com

Post:

Complaints Team
Medi Alarm 247 Limited
Unit 5
17 Cobham Road
Ferndown
Dorset
BH21 7PE

A complaint may also be submitted through the contact form on our website.

There is no charge for making a complaint.

The complainant does not need to complete a particular form or follow a particular format.

6. Information that will help us

Providing the following information may help us investigate the complaint:

• the Customer’s full name;
• the User’s name, if different;
• the service address;
• telephone number;
• email address;
• account or device number, where known;
• the date or approximate date of the issue;
• what happened;
• who was involved;
• details of any relevant calls, messages or payments;
• copies of relevant documents;
• photographs or videos of a device issue;
• the impact of the issue; and
• the outcome being requested.

A complaint will not be rejected merely because some of this information is unavailable.

We may contact the complainant for additional information where this is reasonably necessary.

7. Urgent safety concerns

The complaints process must not be used instead of obtaining urgent help.

If somebody is in immediate danger or requires urgent medical assistance, call 999 or 112.

Urgent concerns may include:

• an active alarm failing to connect;
• a device that appears not to be monitored;
• an SOS activation not receiving a response;
• a serious safeguarding concern;
• a suspected threat to life;
• a lost device where the User relies on it for safety;
• a serious privacy or location-data concern; or
• another issue creating an immediate risk.

Urgent device or monitoring concerns should be reported by telephone as soon as possible.

Where a complaint identifies an immediate safety risk, we will prioritise action to reduce the risk before completing the wider complaint investigation.

This may include:

• testing the device;
• suspending or replacing Equipment;
• updating Emergency Contact information;
• escalating the matter to the Monitoring Centre;
• contacting an appropriate manager;
• contacting emergency services;
• restricting unauthorised account access; or
• taking another proportionate protective action.

8. Reasonable adjustments

We will make reasonable adjustments to help disabled Customers and other people who require additional support to make or pursue a complaint.

Adjustments may include:

• allowing additional time;
• speaking slowly;
• using plain English;
• communicating by a preferred method;
• providing information in writing;
• providing large-print information;
• allowing a trusted person to assist;
• dealing with an authorised representative;
• arranging calls at an appropriate time;
• avoiding unnecessary repetition of distressing information; and
• providing additional explanation.

A formal diagnosis is not normally required to request ordinary communication support.

There is no charge for a reasonable adjustment.

Further information is available in our Customer Support and Reasonable Adjustments Policy.

9. Acknowledging the complaint

We aim to acknowledge a complaint within five working days of receiving it.

The acknowledgement will normally:

• confirm that the complaint has been received;
• provide a reference where appropriate;
• identify who is handling the complaint;
• summarise our understanding of the issue;
• request any additional information needed;
• explain the next steps; and
• provide an expected response timeframe.

Where we resolve the complaint immediately and the complainant is satisfied, a separate written acknowledgement may not be necessary.

10. Investigating the complaint

The complaint will be investigated by a person with appropriate authority and, wherever reasonably possible, somebody who was not directly responsible for the issue.

The investigation may include:

• reviewing the Customer’s account;
• reviewing the Order Summary;
• checking the Terms and Conditions;
• reviewing sales, monitoring or customer-service recordings;
• reviewing emails, SMS or WhatsApp messages;
• checking CRM notes;
• reviewing payment records;
• inspecting the Equipment;
• checking device and connection logs;
• reviewing GPS or alarm-event information;
• speaking to relevant staff;
• speaking to the Monitoring Centre;
• reviewing supplier or delivery records;
• reviewing Emergency Contact communications;
• checking consent or cancellation records; and
• considering information supplied by the complainant.

We will consider the available evidence fairly and will not assume that our records are automatically correct.

Where accounts differ, we will assess:

• the consistency of the evidence;
• contemporaneous records;
• recordings;
• written communications;
• technical evidence;
• the surrounding circumstances; and
• what is most likely to have happened.

11. Response times

We aim to provide a full response within 20 working days after receiving the complaint.

Some complaints may take longer because they involve:

• a serious monitoring incident;
• multiple organisations;
• technical device evidence;
• archived recordings;
• emergency services;
• a payment provider;
• allegations of fraud or abuse;
• safeguarding concerns;
• extensive documentation; or
• another complex issue.

Where we cannot provide a full response within 20 working days, we will normally:

• explain the reason for the delay;
• describe the progress made;
• identify any information still required;
• provide a revised expected response date; and
• keep the complainant reasonably informed.

Safety-related corrective action may be taken before the investigation is complete.

12. Our response

Our final response will normally:

• summarise the complaint;
• explain what we investigated;
• describe the evidence considered;
• set out our findings;
• state whether the complaint is upheld, partly upheld or not upheld;
• apologise where appropriate;
• explain any remedy;
• identify any action already taken;
• explain any further action required;
• explain how to request an internal review; and
• provide information about external options where applicable.

We will use plain and understandable language.

We will avoid unnecessary jargon, technical wording or legal language.

Where confidentiality prevents us from disclosing particular information, we will explain this as clearly as reasonably possible.

13. Possible outcomes and remedies

Where a complaint is upheld or partly upheld, an appropriate remedy may include:

• an explanation;
• an apology;
• correction of inaccurate information;
• additional staff support;
• completion of an agreed action;
• replacement Equipment;
• repair of Equipment;
• technical assistance;
• repeat performance of a Service;
• cancellation;
• removal of an incorrect charge;
• refund of an incorrect payment;
• a full or partial discretionary refund;
• compensation for a direct and evidenced loss where appropriate;
• amendment of an account;
• removal or correction of an Emergency Contact;
• restoration or restriction of portal access;
• a reasonable adjustment;
• staff coaching or training;
• review of a procedure;
• escalation to a supplier; or
• another fair and proportionate remedy.

The appropriate outcome will depend on:

• what went wrong;
• the impact on the Customer or User;
• any safety consequences;
• the Customer’s statutory and contractual rights;
• whether the issue can be corrected;
• any direct financial loss; and
• the outcome reasonably requested.

An apology does not remove any legal or contractual rights.

14. Complaints about sales or marketing

Complaints about sales or marketing may include concerns that:

• the price was unclear;
• recurring payments were not explained;
• the money-back-guarantee terms were unclear;
• the Customer was placed under pressure;
• the salesperson claimed to represent a public body;
• important product limitations were omitted;
• the Customer did not understand the agreement;
• a promotional claim was misleading;
• consent to marketing was not valid;
• calls or messages continued after an opt-out; or
• the product was unsuitable for the User.

We may review:

• the advertisement;
• the lead form;
• consent records;
• call recordings;
• CRM notes;
• the Order Summary;
• written confirmations; and
• the circumstances of the sale.

Where appropriate, we may:

• cancel the order;
• prevent a payment;
• refund a payment;
• amend the account;
• remove marketing permissions;
• retrain staff;
• review an advertisement; or
• take disciplinary or contractual action.

15. Complaints about monitoring incidents

Complaints involving an alarm or monitoring incident may require additional investigation.

We may review:

• when the alert was generated;
• whether it reached the Monitoring Centre;
• device connectivity;
• location information;
• call recordings;
• operator notes;
• response times;
• attempts to speak with the User;
• Emergency Contacts called;
• emergency-services escalation;
• technical interruptions; and
• the information available to the operator.

Monitoring investigations must recognise that:

• GPS locations may not always be exact;
• fall detection cannot detect every fall;
• mobile networks can experience interruptions;
• Emergency Contacts may not answer;
• emergency services control their own response; and
• the outcome must be assessed against the actual circumstances and information available.

These limitations will not be used to avoid responsibility where Medi Alarm 247 or one of its service providers failed to use reasonable care and skill.

16. Complaints about payments

Payment complaints may include:

• an unexpected Direct Debit;
• an incorrect amount;
• a payment taken on the wrong date;
• a payment after cancellation;
• a failed refund;
• an unclear bank-statement descriptor;
• duplicate payment;
• an annual renewal concern; or
• disagreement about a replacement charge.

We will review:

• the agreed Plan;
• the Order Summary;
• advance-payment notices;
• guarantee period dates;
• cancellation records;
• Direct Debit information;
• transaction records;
• refund records; and
• relevant communications.

Where an incorrect payment has been taken, we will arrange an appropriate refund as soon as reasonably possible.

The Customer may also have rights through their bank, card provider or the Direct Debit Guarantee.

Using those rights does not prevent the Customer from complaining directly to us.

17. Complaints about cancellation or returns

We will investigate concerns that:

• a cancellation request was not actioned;
• cancellation was made unnecessarily difficult;
• payments continued after cancellation;
• return instructions were unclear;
• returned Equipment was not recorded;
• an incorrect non-return charge was applied;
• proof of postage was ignored;
• a refund was delayed; or
• the Customer was incorrectly told they could not cancel.

We may review:

• telephone recordings;
• emails and messages;
• cancellation forms;
• CRM records;
• payment records;
• return tracking;
• delivery records;
• Equipment inspection notes; and
• the applicable contractual or statutory rights.

A Customer is not required to use particular wording to communicate a clear wish to cancel.

18. Complaints involving vulnerability or safeguarding

Complaints involving vulnerability or safeguarding will be handled sensitively.

This may include concerns about:

• pressure or coercion;
• mental capacity;
• financial abuse;
• domestic abuse;
• neglect;
• inappropriate location monitoring;
• unauthorised representatives;
• ignored communication needs;
• refusal of a reasonable adjustment; or
• unfair treatment because of a disability or health condition.

Where appropriate, we may:

• prioritise the complaint;
• restrict access to the account;
• speak privately with the Customer or User;
• pause a sale or payment;
• involve an authorised representative;
• refer the matter to a safeguarding lead;
• preserve relevant evidence; and
• contact an appropriate authority where lawful and necessary.

We will consider the wishes, privacy, safety and independence of the Customer or User.

19. Data-protection complaints

Complaints about personal information may include concerns that:

• information was used unfairly;
• information was disclosed to the wrong person;
• inaccurate information was retained;
• location access was unauthorised;
• a rights request was mishandled;
• information was retained for too long;
• unwanted marketing was sent;
• information was not kept secure; or
• health information was used improperly.

These complaints will be handled in accordance with our Privacy Policy and data-protection complaints procedure.

Data-protection complaints may also be referred to the Information Commissioner’s Office.

The right to contact the Information Commissioner is not affected by this internal complaints process.

20. Internal review

If the complainant is dissatisfied with the initial final response, they may request an internal review.

The request should normally be made within 30 days of the final response and should explain:

• why the complainant disagrees;
• what information may have been overlooked;
• whether any factual information is incorrect; and
• what outcome is being requested.

We may accept a later review request where there is a reasonable explanation for the delay.

The review will normally be completed by a manager or another person who was not responsible for the original decision.

The reviewer may:

• uphold the original decision;
• change part of the decision;
• overturn the decision;
• request further investigation;
• offer an alternative remedy; or
• identify wider corrective action.

We aim to provide the internal-review response within 15 working days.

Where more time is required, we will explain why and provide a revised expected response date.

21. Alternative dispute resolution

Alternative Dispute Resolution allows some consumer disputes to be considered by an independent organisation without going directly to court.

Where we cannot resolve a complaint, our final response will explain the available next steps.

Where applicable, we will:

• identify an appropriate approved ADR provider;
• provide the provider’s contact information;
• state whether we are required or willing to participate;
• explain any relevant time limit; and
• provide information reasonably required to refer the dispute.

Participation in ADR will depend on:

• the type of dispute;
• the rules of the relevant provider;
• applicable legal requirements; and
• whether Medi Alarm 247 has agreed or is required to participate.

Using ADR does not automatically remove the Customer’s right to pursue another legal remedy.

22. Independent consumer advice

Customers may obtain independent advice about their consumer rights from the Citizens Advice consumer service.

Citizens Advice may also refer appropriate matters to Trading Standards.

The Competition and Markets Authority does not normally resolve individual consumer disputes, but it may consider information about wider patterns of potentially unlawful business conduct.

23. Legal rights

Nothing in this Complaints Policy limits:

• statutory consumer rights;
• contractual rights;
• rights under data-protection law;
• rights under equality law;
• rights under the Direct Debit Guarantee;
• the right to contact a regulator;
• the right to obtain independent advice; or
• the right to bring legal proceedings.

A Customer does not have to complete our internal complaints process before seeking urgent legal advice or using another right available to them.

24. Confidentiality and privacy

Complaint information will be handled in accordance with our Privacy Policy.

Information may be accessed by:

• authorised staff;
• managers;
• the Monitoring Centre;
• relevant suppliers;
• insurers;
• professional advisers;
• payment providers;
• regulators;
• emergency services; and
• another appropriate recipient where reasonably necessary.

We will only disclose information that is relevant to:

• investigating the complaint;
• protecting somebody’s safety;
• obtaining professional advice;
• complying with the law;
• resolving the dispute; or
• defending a legal claim.

Complaint records may include health, vulnerability, location or safeguarding information.

Access to this information will be restricted appropriately.

25. Recording and retention

We will keep appropriate records of:

• the complaint;
• the date received;
• the issues raised;
• evidence considered;
• communications;
• the investigation;
• the outcome;
• remedies;
• review decisions; and
• any wider corrective action.

Complaint records will normally be retained in accordance with our Privacy Policy.

Recordings, health information or incident information may be retained for longer where necessary because of:

• an unresolved complaint;
• safeguarding;
• insurance;
• regulatory requirements;
• a legal claim; or
• another lawful reason.

26. Staff conduct

Staff handling complaints must:

• remain polite and professional;
• listen without interruption where reasonably possible;
• avoid becoming defensive;
• avoid blaming the complainant;
• identify urgent safety issues;
• record information accurately;
• protect confidential information;
• explain the process clearly;
• avoid making promises they cannot keep;
• escalate matters appropriately; and
• consider reasonable adjustments.

Abusive, threatening or discriminatory behaviour towards staff is not acceptable.

Where behaviour creates a safety risk or seriously interferes with our ability to investigate, we may:

• restrict the method of communication;
• appoint a single contact;
• end a telephone call;
• require communication in writing; or
• contact the police.

Any restriction will be proportionate and will not prevent a legitimate complaint from being considered.

27. Unreasonable or persistent conduct

Most complainants act reasonably, even when they are upset.

In exceptional circumstances, conduct may become unreasonable where it involves:

• repeated abusive communications;
• threats;
• deliberate harassment;
• excessive repetition after a full review;
• refusal to clarify the issue;
• knowingly false information;
• attempts to intimidate staff; or
• demands that cannot lawfully or practically be met.

Before restricting contact, we will normally:

• explain the concern;
• ask the complainant to change the behaviour;
• explain the proposed restriction;
• ensure the complaint has been properly considered; and
• provide a proportionate communication route.

A person will not be treated as unreasonable merely because they:

• are persistent;
• are distressed;
• require additional explanation;
• need a reasonable adjustment;
• disagree with our decision; or
• make a complaint involving a serious issue.

28. Learning from complaints

Complaints help us identify opportunities to improve.

We may review complaint information to identify:

• repeated device issues;
• unclear sales explanations;
• payment problems;
• cancellation delays;
• communication failures;
• training needs;
• supplier performance;
• monitoring concerns;
• accessibility barriers;
• safeguarding risks;
• privacy concerns; and
• weaknesses in policies or procedures.

Where appropriate, we may:

• update staff training;
• amend scripts;
• change website wording;
• improve product instructions;
• change a supplier process;
• improve quality checks;
• update a policy;
• strengthen record keeping; or
• take other corrective action.

Complaint trends will be reviewed by management periodically.

29. Policy review

This policy will be reviewed:

• at least annually;
• following a serious complaint or incident;
• following a significant change in law;
• when our products or services materially change;
• when an ADR arrangement changes; or
• where complaint monitoring identifies a need for improvement.

The latest version will be published on our website.

Policy owner: Medi Alarm 247 Limited Management

Effective date: 17 July 2026

Next scheduled review: July 2027