Customer Service

Customer Service

At Rancom we appreciate the true value of great customer service. Our in House Customer Services Team are available during office hours to listen, and act upon any queries or comments you may have.

Rancom take care of their customers.

We endeavour to deal with your queries or comments as quickly and efficiently as we can, which may, in some cases, involve putting you through to a specific department to answer particular questions.

In an annual survey we undertake, as part of our stringent auditing processes, and as part of the Consumer Protection Association (CPA) and Trust Mark accreditations, 99% of customer’s awarded Rancom a rating of Good, Very Good or Excellent in regards to our overall performance.

We are of course proud of this feedback and strive to maintain these high standards and welcome any customer comments to ensure we continue to offer a service that surpasses our competitors.

Should you feel our customer service team are unable to respond or provide a satisfactory solution to your particular query, it can, if requested be escalated to ensure you receive a response to your complete satisfaction. You can find full details of our procedure below.

If you have received exceptional service, and want to leave a positive comment or review regarding your overall experience, please go to our testimonial page and complete the easy to fill form to leave your comments.

Or write to us at our address:
Customer Services
Rancom Security Ltd
Rancom House
4 Emmanuel Court
Reddicroft
Sutton Coldfield
West Midlands
B73 6AZ

or pass your comments to your engineer when next visiting you.

Rancom take all customer enquiries, queries and complaints seriously and we will take care of it.

Please see our “Contact” page for relevant contact numbers for specific departments regarding other areas of service.

Our four stage customer service process is as follows:

Customer Service Team

Should you have a question or query that is not answered on our website, or in our FAQ’s, please contact one of our Customer Service Team on 0333 405 2331 for further assistance. The team are there to listen and understand your query, to see how they can assist and reach a resolution on the phone.

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Customer Service Manager

If your query cannot be satisfactorily answered by one of our Customer Services assistants, you will be put in contact with the Customer Service Manager who will document details, investigate further and aim to resolve any issues you are facing.

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Departmental Manager

Should you feel your issue has not been resolved with the Customer Service Manager, you can request to escalate your issue the relevant Departmental Manager or alternatively you can email or write to us at head office where your complaint will be presented to a senior manager, it may take 10 working days for a manager to review, assess and respond with a resolution to your query. You will be notified upon receipt of your complaint that it is in hand.

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Customer Liaison Manager

If following the above steps you feel your complaint isn’t being handled to your complete satisfaction, You may request that the complaint be taken to the next level, that of Customer Liaison Manager. He will investigate and communicate between both parties to ensure that a satisfactory solution is achieved.

In the unlikely event that any issues are not satisfactorily concluded after you have followed our 4 stage process above, the below is an option for you to consider

Complaints
Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Ombudsman Services Ltd for dispute resolution.
In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact Which? Trusted traders in the first instance on 0117 981 2929.

The duty of care towards our customers is a top priority, and we will do all we can to offer you the best experience throughout your time as a Rancom customer. We hope that should you feel unsatisfied by the service, we can reach a resolution quickly, and learn from the comments we receive.

Consumer Proptection Association

In a survey completed by the Consumer Protection Association, 99% of customer’s awarded Rancom a rating of Good, Very Good or Excellent. We wish to maintain these high standards and welcome any customer comments.

Trust Mark - Government Endorsed Standards

We are also approved by TrustMark, who assess traders for their competence against Government standards.

Chartered Trading Standards Institiute

We work closely with our regulatory body (S.S.A.I.B) Security Systems and Alarms Inspection Board and Trading Standards and comply to all their requirements.

Customer Services: 0333 405 2331

We are approved and accredited to provide Security Systems with Monitoring and Maintenance Services by: