Making a Complaint - Home | Existing Customers

Complaints

This page contains user guides to help you understand your system. It also addresses some of the questions you may have around our complaints procedure.

FAQs

What is the complaints procedure?

Please click here to download a copy of our complaints procedure.

How do I lodge a complaint?

We are sorry to hear that you are unhappy with the service we have provided, please contact us on 0344 800 1999 or email us [email protected] and we will work with you to manage your complaint to a satisfactory resolution.

At ADT we are committed to providing excellent customer care, taking all customers feedback very seriously and we are continuously looking for ways to improve.

How do I submit a Subject Access Request (SAR)?

You can submit a Subject Access Request (SAR), via email to [email protected] or in writing to Customer Solutions Department, Johnson Controls Park, Grimshaw Lane, Manchester, M40 2WL. Please quote your customer name, contract number and the information that you require.

Documents & downloads

Quick Consumer Reference Guide: PM360-R

Quick Consumer Reference Guide: Domonial

Quick Consumer Reference Guide: Galaxy 16+ / 8+

Quick Consumer Reference Guide: Galaxy G2

Quick Consumer Reference Guide: PM10

Quick Consumer Reference Guide: PM30

Quick Consumer Reference Guide: Honeywell Accord XPC

1 in 11 break-ins occur at a previously burgled address

Police statistics reveal thousands of burglaries occur at an address burgled before. Nearly 100,000^ burglaries happen at an address that has been burgled before, new figures obtained by security company ADT and independent charity Victim Support reveal.

4 reasons you’ll be glad you installed a home security system

With so many options available, ranging from simple alarm sensors to monitored services with remote access, now is a great time to assess your home’s security and find a system that suits your needs.

5 smart ways to give yourself peace of mind on holiday

Going on holiday is a time to relax, unwind and leave your stress at home. But we still get that pang of panic from time to time about whether our home and possessions are completely secure back at home. Read our top tips of ways you can stay stress-free on holiday using, or sometimes not using, modern technology.

78% of burglars use social media to target properties

Here’s our top tips to stay safe on social

A third of burglaries committed by minors, police statistics reveal

One in three residential burglaries are committed by under-18s new figures obtained by leading security firm ADT and the charity Victim Support reveal. In some police force areas as many as four out of every 10 burglaries were found to have been committed by a minor¹.

ADT helps secure historic Magna Carta for 800th anniversary celebrations

An expert from ADT Fire & Security, the UK’s leading provider of electronic fire and security solutions, was called in to enhance security at St Alban’s Cathedral as it celebrates the 800th anniversary of the city’s role in the story of Magna Carta.

Back to school, back to home security

Make sure your home is secure when the kids go back to school, with these simple home security tips.

Bogus ADT sellers

Some recent reports have indicated that “bogus ADT sellers” have been operating in certain areas of the country, door knocking and causing householders some concern. Should you have any concerns about “bogus callers” from any organisation, we advise that you contact your local police on the non-emergency number 101.

Boost your summer window security

Summer is the time where everyone feels happier and more carefree, but now is the time to think about security, and especially the often overlooked area of window security.

Boosting home security for elderly parents

Even if your elderly parents are mobile and independent, there’s still the worry they’ll be targeted by burglars simply because of their age. But there are plenty of ways to put their, and your, mind at rest with a few simple security features around the home.

Do you live in Britain’s dog theft hotspot?

I’m sure all owners would agree that a dog isn’t just a pet, it’s a member of the family. We get so much love and joy from our four-legged friends that they’re priceless. We’re there at the ready to give them everything they could ever need – including fierce protection from any sort of harm.

Easy ways to protect your business from a cyber attack

Technology is constantly moving forward and hackers are finding more sophisticated and inventive ways to attack businesses. Data breaches and leaks can cost not only your trust with consumers but your hard-earned profits too.

Fire safety advice for homeowners and businesses

Fire safety advice for homeowners and businesses.

How secure is your new home?

If you’re thinking of buying a new home, there are plenty of things to consider. To help you look in the right place for your dream property, and ensure you’re safe once you move in, check our quick checklist to follow.

How to keep your neighbourhood safe

For the security conscience amongst you, protecting your property and family is a number one priority. But security doesn’t stop and start at the front door, and there are ways you can help improve the safety of your whole neighbourhood.

How to prevent employee theft

When you think about money and assets going missing from your business, the last place you want to look is at your own staff. We’ve put together a list of ways to avoid employee theft and make sure you stay open for business.

Keep the things you love safe this Valentine’s Day

On February 14^th, throw caution to the wind, book a restaurant and surprise the love of your life. But while you’re out celebrating the day of romance, don’t let yourself or your home be vulnerable to a much nastier surprise.

Keep your pets safe from carbon monoxide

If you have a pet, you’ll know how much a part of the family they are. That’s why when it comes to protecting your home, it’s important to choose a pet-friendly alarm system that not only keeps people and possessions safe, but has pet care in mind too.

Moving house checklist

From moving in with friends, to buying your very first home, to finding a new place when the children have flown the nest, there are few things more exciting than moving house. There are also few things more stressful.

New research reveals Britons struggle to deal with an emergency

Three in 10 British adults don’t know what number to dial if they need an ambulance, fire assistance or the police, according to new research ¹. A study of 2,000 adults reveals that there is an absence of knowledge when it comes to what to do in an emergency to ensure the safety of themselves and others.

Pet poisons easily missed at home

Pets are much more than just our four-legged friends, they’re a part of our family. We’d never want anything to hurt them and take pet care very seriously. But what we often don’t realise is just how many pet poisons are under our own roof.

Protect your garden this summer

One of the joys of summer is that you get to spend more time outdoors, and if you’re lucky enough to have one, that means time in the garden. But while you’re enjoying the sun don’t leave your security to chance.

Protect your home while you’re on holiday

Summer’s here, and at ADT we thought there was no better time to make sure you had everything you need to keep your home safe while you’re away.

Security starts on the outside

When it comes to preventing burglary, it’s important to pay attention to the security of the outside of your house as well as the inside. Burglary is an opportunistic crime, so if your home looks unoccupied and insecure, it’s far more likely to be targeted.

Simple home security measures to keep your property safe

It takes just seven seconds for a professional burglar to decide whether your home is an easy target or not, and once inside they know exactly what they’re looking for. But there are some simple security measures you can take inside your home to put burglars off.

Smart innovations in home security

‘Smart’ has become a buzzword over the last few years. In short it’s a term to describe the network of objects in your home that can be controlled by devices like your tablet, phone or laptop. And with a whirlwind of new, connected products being developed every day it shows no sign of stopping any time soon.

The big questions you should be asking about your business security

For many people their business isn’t just their livelihood, it’s their life. When you’ve worked hard to not only get your business off the ground but also make it successful, crime can have a devastating effect both physically and emotionally.

The psychological effect of burglary on children

ADT and Victim Support have come together as part of the Take No More campaign to research the impact that break-ins have on children.

Top tips for boosting your car security

With the exception of your home, the chances are that your car is the most expensive thing you own. And it’s because of their value that cars are so often a target of theft.

Top tips for securing your shed

If you’re lucky enough to have a shed, you’ll know just how useful they can be. Here are just some ways to secure garden sheds and keep their contents safe.

What do the darker nights mean to you?

When the clocks go back the days become shorter and the nights last longer. As a nation, do we take extra measures to keep our homes secure during these dark winter months? And should we?

What is a Smart Home?

Modern life keeps us on the go, always being busy means we need quick, easy solutions to stay in control of our homes and especially our home security. Smart technology provides that control, it means you can manage everything from making sure you didn’t forget to set the alarm to checking if the kids got home from school okay - all from your mobile device whilst you’re out and about.

What to do if you’ve been burgled

Being the victim of a burglary is something everyone fears. And while the loss of possessions is incredibly upsetting, it’s the emotional distress of knowing that an intruder has been in your home and made you feel vulnerable that can have a lasting impact.

What you can’t see you can’t steal

Here in the UK over half of all businesses have been affected by crime. It causes shocking disruption and cost, not to mention physical and emotional damage to its victims.

Your very own Robocop

Burglar alarms that will address intruders by name, indelible sprays and personal drones that follow criminals are just some of the ways we will secure our homes in 2025