At Seabrook Investigation Services, we are committed to providing professional, discreet and high-quality investigation services. We strive to deliver every investigation with integrity, professionalism and respect for our clients.

If you are dissatisfied with any aspect of our service, we encourage you to let us know. We take all complaints seriously and will investigate them fairly, impartially and as quickly as possible.

Our Commitment

We are committed to:

• Treating every complaint with courtesy and respect.

• Investigating complaints objectively and fairly.

• Responding within reasonable timescales.

• Keeping you informed throughout the process.

• Learning from feedback to improve our services where appropriate.

Making a complaint will not affect your right to receive a fair and professional service.

What Can Be Complained About?

You may make a complaint if you are dissatisfied with matters such as:

• The standard of customer service provided.

• Communication during your instruction.

• Delays that could reasonably have been avoided.

• Administrative errors.

• Professional conduct.

• Billing or invoicing.

• Failure to meet agreed service standards.

Please note that a complaint cannot be upheld solely because an investigation did not produce the outcome or evidence you had hoped for. Professional investigation services involve gathering facts and evidence, and outcomes cannot be guaranteed.

How to Make a Complaint

Complaints should be submitted in writing wherever possible.

Please include:

• Your full name.

• Your contact details.

• Any reference number relating to your instruction.

• A clear description of your complaint.

• Copies of any relevant documents or correspondence.

• The outcome you are seeking.

Complaints may be submitted by email or post using the contact details below.

What Happens Next?

Step 1 - Acknowledgement

We will acknowledge receipt of your complaint within five working days.

Step 2 - Investigation

Your complaint will be reviewed carefully and impartially.

We may contact you if we require further information or clarification.

Where appropriate, we will review relevant records, correspondence and investigation documentation before reaching a decision.

Step 3 - Response

We aim to provide a full written response within 20 working days of receiving all relevant information.

If additional time is required due to the complexity of the matter, we will explain the reason for the delay and keep you informed of our progress.

Possible Outcomes

Following our investigation we may:

• Explain why we believe our service met the agreed standard.

• Offer clarification regarding the investigation or findings.

• Acknowledge where mistakes have occurred.

• Apologise where appropriate.

• Correct administrative errors.

• Take reasonable steps to resolve the matter.

• Review our internal procedures to help prevent similar issues in the future.

Complaints We May Be Unable to Consider

We may be unable to investigate complaints where:

• Insufficient information has been provided.

• The complaint relates to matters outside our control.

• The complaint concerns lawful operational decisions made during an investigation.

• Legal proceedings prevent us from discussing aspects of the investigation.

• The complaint is anonymous and cannot reasonably be investigated.

Confidentiality

All complaints will be handled confidentially and in accordance with our Privacy Policy and applicable UK data protection legislation.

Information relating to complaints will only be shared where necessary to investigate the matter or where disclosure is required by law.

If You Remain Dissatisfied

If you remain dissatisfied after receiving our final response, you may wish to seek independent legal advice or contact any relevant regulatory or professional body, where applicable.

Continuous Improvement

We value feedback and regularly review our procedures to ensure that we continue to provide a professional, lawful and high-quality service.

Where appropriate, complaints are used to identify opportunities to improve our services and business practices.

Contact Us

Seabrook Investigation Services

Essex, United Kingdom

Email: admin@seabrookinvestigationservices.co.uk

Telephone: 07827 375071

Effective Date: 30th July 2026 (Last Updated)