Compliance Procedure

Our customers are important to us at SERVICEGUARD LIMITED. We
aim to exceed our customer’s expectations every time; however, there may be
occasions where we fall short in some way. If this does happen, we want to
know.

SERVICEGUARD LIMITED can reassure you that every complaint is
taken very seriously and dealt in accordance with the GDPR legislation and Data
Protection Act 2018, and with our internal complaint’s procedure, which are
designed to resolve your concerns quickly and efficiently.

How Can I Make a Complaint?

By Email

You can email your complaint to us 24 hours a day. You should
include your account number, or any reference number given by us for example
the order number shown on your document if you have ordered a product, please
include your landline phone number. You should state your full name and address
and give full details of what the problem is. Please do not generalize; we need
as much detail as possible in order to investigate your complaint. Email us
at contact@serviceguard.com

By Telephone

+447414686106 call
between 10.00 AM to 5.00 PM Monday to Friday. We are closed on
Saturdays/Sundays. This call is free from your landline.

By Letter

By letter It takes longer to reply by letter but, if you prefer
to write, please send your letter to the appropriate address below. Make sure
you include the account number and the telephone number of the service you’re
complaining about. Compliance Manager, SERVICEGUARD LIMITED 10 Constance
Street, London, England, E16 2DQ

What Happens
Next?

Your complaint will be logged on our compliance system and
allocated to a member of the Compliance Team to investigate. You will receive
an acknowledgment either in writing or by e-mail within 3 working days of
receipt.

Depending on the nature of your complaint:
Within 2 weeks, after receipt of a complaint, we will send to you either:

A written reply to your complaint, what we have done to resolve
it and what to do if you are not happy with the outcome.

An update to your complaint, what we are doing to try and
resolve it and what the timescales are likely to be.

A decision that we have not upheld your complaint and what you
can do to escalate it if you are not happy.

Under the GDPR regulations
we must complete your subject access requests within 30 days. We always aim to
complete any complaints within this timescale too.

Cookies Policy

To make full use of www.serviceguard.co.uk/, your computer, tablet
or mobile phone will need to accept cookies, as we can only provide you with
certain personalized features of this website by using them.

Our cookies don’t store sensitive information such as your name
or contact details. However, if you’d prefer to restrict, block or delete
cookies from www.serviceguard.co.uk/, or any other website, you can use your
browser to do this. Each browser is different, so check the ‘Help’ menu of your
particular browser (or your mobile phone’s handset manual) to learn how to
change your cookie preferences.

You’ll find information about third party cookies on the next
tab

Third Party
Cookies

When you visit https://serviceguard.co.uk/ you may notice some cookies
that aren’t related to SERVICEGUARD LIMITED. We don’t control the setting of
these cookies, so we suggest you check the third-party websites for more
information about their cookies and how to manage them. We accept no
responsibility when you use those links.

If cookies aren’t enabled on your computer, it will mean that
your experience on our website may be limited.

To enable cookies

If you’re not sure of the type and version of web browser, you
use to access the Internet:

For PCs: click on ‘Help’ at the top of your browser window and
select the ‘About’ option

For Macs: with the browser window open, click on the Apple menu
and select the ‘About’ option

How to check cookies are enabled for PCs

Google Chrome

Click on ‘Tools’ at the top of your browser window and select
Options.

Click the ‘Under the Hood’ tab, locate the ‘Privacy’ section,
and select the ‘Content settings’ button.

Now select ‘Allow local data to be set’.

Microsoft
Internet Explorer 6.0, 7.0, 8.0

Click on ‘Tools’ at the top of your browser window and select
‘Internet options’ , then click on the ‘Privacy’ tab.

Ensure that your Privacy level is set to Medium or below, which
will enable cookies in your browser.

Settings above Medium will disable cookies.

Mozilla Firefox

Click on ‘Tools’ at the top of your browser window and select
Options.

Then select the Privacy icon.

Click on Cookies, then select ‘allow sites to set cookies’.

Safari

Click on the Cog icon at the top of your browser window and
select the ‘Preferences’ option.

Click on ‘Security’, check the option that says ‘Block
third-party and advertising cookies’

. Click ‘Save’.

How to check cookies are enabled for Macs

Microsoft
Internet Explorer 5.0 on OSX

Click on ‘Explorer’ at the top of your browser window and select
‘Preferences’ options.

Scroll down until you see ‘Cookies’ under Receiving Files.

Select the ‘Never Ask’ option.

Safari on OSX

Click on ‘Safari’ at the top of your browser window and select
the ‘Preferences’ option

Click on ‘Security’ then ‘Accept cookies’.

Select the ‘Only from site you navigate to’.

Mozilla and Netscape on OSX

Click on ‘Mozilla’ or ‘Netscape’ at the top of your browser
window and select the ‘Preferences’ option.

. Scroll down until you see cookies under ‘Privacy &
Security’.

Select ‘Enable cookies for the originating web site only’.

Opera

Click on ‘Menu’ at the top of your browser window and select
‘Settings’.

Then select ‘Preferences’, select the ‘Advanced’ tab.

Then select ‘Accept cookies’ option .

All other browsers

Please consult your
documentation or online help files.

Vulnerable Policy

Customer vulnerability at SERVICEGUARD LIMITED, we are fully
committed to our philosophy and by our values. We’re committed to treating all
our customers fairly and with respect, and we do this through our investment in
training our staff. Our training covers customer service as well as specific
areas of support like disability, mental health and recognising those who are
in vulnerable situations, whether that is recent of long term.

We know that there’s lots of different factors and things in
life that can cause vulnerability, whether it be long-term or on a temporary
basis. It could be because of age, a physical or learning disability or
difficulty in communicating or even mental problems.

We also understand that challenging circumstances do make life
difficult, and we want to be sure that you get the best response to your need.
To give our customers the best experience we listen to their feedback and
continually monitor our advisor interactions.

Our focus is always to make sure that our customers get the best
possible service and support when they need it most. We’ll do our best to offer
you the right level of help and the most appropriate products and services to
support you.

Our customer support team will always try to identify specific
needs to provide specialised help where it’s needed.

Sometimes it isn’t always easy for us to realise if you’re
experiencing difficulties, so please let the team know if you think they can
help. If you’re in a vulnerable situation and need extra help, tell us by
calling +447414686106: Monday to Friday 10am to 5pm, Saturday & Sundays
& Bank Holidays CLOSED. Or if you prefer, next time you have a reason to
call us, let our advisor know of any vulnerability needs and they’ll make a
note of it on your account so that we can consider your extra needs when you
contact us next time.

It’ll help us to help you
better in the future. Alternatively, you can use one of our other contact
methods, such as email to contact@serviceguard.co.uk You can also give your
permission for someone else to contact us on your behalf. You can either call
us to add their name to our authorised contacts list, or you can do it at the
time. We will ask you to confirm permission to speak to them on your behalf.
Don’t worry, any information you give us will be treated in confidence and in
accordance with data protection law.