We always aim to get things right — but if we fall short, here's how to tell us and what happens next.
Last updated: 8 July 2026
Max Appliance Guard (a trading name of Khandhar LTD) takes all complaints seriously and treats them as an opportunity to learn and improve. This procedure explains how to raise a complaint and how we will deal with it.
To help us resolve things quickly, please include your name, booking reference (if you have one), what went wrong, and how you would like us to put it right.
We will acknowledge your complaint within three working days. We'll investigate thoroughly and fairly, keeping you updated on our progress. We aim to provide a full written response within eight weeks — and usually much sooner.
Once investigated, we'll write to you with our findings, an explanation, and details of any action we'll take. If we got something wrong, we'll apologise and put it right. If we do not uphold your complaint, we'll explain why.
If you are unhappy with our final response, or if eight weeks have passed without resolution, you can ask for your complaint to be escalated to a senior manager. You may also seek free, independent advice from the Citizens Advice consumer service, and may have the right to use an Alternative Dispute Resolution (ADR) provider or take your complaint to court. Nothing in this procedure affects your statutory rights.
If your complaint relates to how we handle your personal data and you are not satisfied with our response, you have the right to contact the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
We record and review all complaints so we can spot patterns and improve. Raising a complaint will never affect the quality of service you receive from us.