Customer care · UK service
Complaints and feedback
If you’re unhappy with any part of your Tunstall service, please tell us. We’ll listen, try to put things right and use your feedback to improve our products and services.
How to make a complaint
Our Tunstall team is your first point of contact and will try to resolve your concerns. If you prefer to write, email our dedicated Customer Assurance team.
Use our online form
Tell us what happened and how you’d like us to respond. Your message goes straight to our customer care team.
Fill in the contact formEmail Customer Assurance
uk.complaints@tunstall.comPlease say that your complaint relates to Tunstall.
You don’t need to call it a formal complaint
Any expression of dissatisfaction about a product or service we supply will be treated as a complaint, whether you tell us by phone, email or in writing. This includes concerns about quality, reliability, safety, security, performance or the information and instructions we provide.
We record complaints even when we can resolve the issue straight away.
What to include
To help us find the right record and understand what has happened, please provide:
- The full name, service address and contact telephone number of the person using Tunstall.
- Your name and contact telephone number, if you’re contacting us on their behalf.
- Details of the issue, including what happened and when.
- A customer ID or existing complaint reference, if you have one.
Please don’t include passwords or payment card details.
What happens next
1. We acknowledge and record your complaint
Our team will acknowledge your complaint within two working days of first receiving it and provide a reference so you can follow up with us.
2. We investigate and keep you informed
We’ll review what happened, contact you if we need more information and keep you informed of progress. Our team will provide a response once the review is complete.
3. You can add information at any time
Email uk.complaints@tunstall.com, quoting the reference from your acknowledgement.
If you’re still unhappy with the outcome
Tell our team that you would like your complaint reviewed, using the same phone number or email address and quoting your complaint reference. We’ll arrange an internal review by a senior manager in Customer Assurance.
We’ll contact you within five working days of your request for an internal review.
Complaints contact routes are separate from our 24/7 alarm response service. For urgent alarm support, use your alarm as usual.