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Complaints

If we have got something wrong we would rather hear it from you than from your insurer. Last updated 27 August 2026.

Call 07927 555475 Email us

Something urgent and unsafe

If a system has been left in a dangerous condition, ring 07927 555475 rather than working through this procedure. Outside working hours that number reaches the emergency line, and we will treat it as a call-out rather than as correspondence.

How it works

  1. Tell us

    Any time

    Ring, email, or write. Give us the site address and the date of the visit if you have them, and tell us what you would like done about it. Nothing formal is required.

  2. We acknowledge

    Within 2 working days

    You get a named person and a reference. If we can fix it on the spot we will, and you will hear that instead.

  3. We investigate

    Within 10 working days

    We look at the job records, the certificate, and speak to the engineer who attended. If we need longer, for example because we have to revisit the building, we tell you why and when to expect an answer.

  4. We answer in writing

    At the end of stage 3

    What we found, whether we agree, and what we are going to do. If we got it wrong we will say so and put it right at our cost.

  5. If you are still not satisfied

    Within 20 working days of our answer

    Ask for it to be reviewed by a director. That review is the end of our internal process, and the answer will say so plainly.

What we need from you

  • The building address, and the date we attended if you know it.
  • What happened, in your words. You do not need to quote a standard at us.
  • What you would like us to do about it.
  • How to reach you, and when.

What we do with it

Every complaint is logged and reviewed, including the ones we do not uphold. Under our ISO 9001 quality management system, patterns in complaints have to feed back into how the work is planned and checked, which is the only reason recording the ones we disagree with is worth anything.

If we cannot resolve it between us

There is no ombudsman for commercial fire protection work, so the routes that exist are these:

  • A complaint about our certification or standards. Raise it with the certification body that audits us. Their details, and our certificate numbers, are on the accreditation page.
  • A dispute about a construction contract. Either of us may refer it to adjudication at any time under section 108 of the Housing Grants, Construction and Regeneration Act 1996. That is a statutory right and this procedure does not replace it.
  • A building you believe is unsafe. Contact the fire and rescue authority for the area. In Northamptonshire that is Northamptonshire Fire and Rescue Service. Do not wait for us.
  • How we handled your personal data. The Information Commissioner's Office, at ico.org.uk or 0303 123 1113. See our privacy policy.

Where to send it

Email marius.bucur@sentrysprinklerprotection.co.uk, ring 07927 555475, or write to Sentry Sprinkler Protection Limited, 37 Dickens Drive, Kettering, Northamptonshire NN16 9EG.