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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

Help Protect Your Garden Shed Against Fire

Even a quick online search for “shed fire” returns a worrying number of results in the UK. In the first few months of summer 2020, dozens of fires in garden sheds were reported across the country, from Somerset to Suffolk.

How To Protect Against Doorstep Scams

Most people are aware of phone scammers or phishing emails, but what happens when a fraudster turns up at your front door? It can be far more intimidating, and trickier to deal with than just hanging up or pressing ‘delete’.

Do burglar alarms reduce the cost of home insurance?

With home insurance premiums increasing by nearly 3% in the last year*, it’s no wonder people are looking to reduce the amount they pay. Does adding a burglar alarm make a difference to home insurance premiums?

Can I install my own home security system?

The simple answer to that question is yes you can. And it’s likely to cost less than a professionally installed alarm, but when it comes to protecting your home and the things that are most valuable to you, nothing compares to a tailored home security package from ADT.

The homebuyers’ security checklist

When it comes to buying a new home, we all have the same broad criteria for making our decision. “Location, location, location” may be the mantra but schools, transport links and local amenities will also be near the top of most homebuyers’ lists. But there’s another checklist we should have in mind when weighing up the pros and cons of a potential move: security.

What is video analytics?

If you’re looking up smart security, you’ll read a lot about video technology. From smart cameras to video doorbells, it’s fast becoming a modern security essential - and for good reason.

Protecting Your Business Premises During Covid-19

These uncertain times may be the toughest most of us will ever go through as business owners. We’ve all had to completely change the way we live and work. Whether that’s moving our livelihood online or closing down our business entirely.

Top tips on hiding valuables at home

In the UK, it’s estimated that there’s a burglary every 40 seconds¹. That’s thousands of break-ins across the country each year. From planned to opportunistic, most thieves won’t hang around for long, grabbing as many valuables as they can and turning tail before they draw attention to themselves.

Best Places To Hide Easter Eggs - Blog

Easter egg hunts will be in full swing across the UK, with kids and grown-ups alike searching homes and gardens – depending on the Great British weather. But where are the best places to secure those chocolate treats?

Five Top Tips For Coping With Lockdown

Covid-19 means we’re all going to be spending a lot more time at home over the next few months. These simple tips will help you look after yourself and others in these uncertain times.

Spring clean your home security

Whether you already have a home security system, or you’re thinking about installing one, here’s ADT’s top tips to spruce up your home security.

Stranger at the door? Here’s how to stay safe.

As children, one of the first lessons we’re taught is about stranger danger. Read ADT’s article on how to stay safe and speak to someone outside without even opening your door.

Which is the best guard dog to put off burglars?

Read ADT’s list of the top five dogs that are both good guard dogs and pawfectly family friendly.

Security for a new decade

2020 is upon us, a brand-new and exciting decade of tech innovations. Here’s a sneak peak of the new ADT products coming your way.

A decade of security tech later

Security technology has evolved beyond recognition over the last 10 years; read ADT’s round-up of the top tech that’s making our world a safer place.

Our top spots to hide their Christmas presents

Take a look at ADT’s list of the top hiding spaces around the home to ensure present hunters don’t find their gift before the big day.

How to keep your Black Friday bargains secure

Take a look at ADT’s list of great ways to protect your Black Friday bargains and reduce the risk of them being stolen.

Are you inviting hackers into your home?

Which? reported that cheap home security cameras are allowing hackers to access your home. Read ADT’s tips on finding the best security camera for you.

Keeping your home safe during long winter nights

Why age is just a number when it comes to smart tech

The main barrier for older adults embracing smart tech is education. Read ADT’s Smart Home innovations, see what they are and how they can make life easier.

How to secure a modern office

ADT have put together a list of simple ways you can ensure office safety and keep that attractive modern culture thriving too.

How to get kids thinking about home security

Read ADT’s top tips to get your kids thinking about keeping the family home secure.

Top security tips to beat the bike thieves

Almost 40,000 people report stolen bicycles each year in the UK. But, with ADT’s bike security tips you can avoid becoming part of that number.

Outdoor fire safety this summer

Did you know over 27k fires are started on UK heathland and moorland each year? Read ADT’s guide to outdoor fire safety.

Your guide to garage door security

Garages are often where we keep some of our most valuable assets, read ADT’s guide to keeping your garage door safer.

Where are Britain’s safest coastal towns and cities?

Whether you’re retiring to the coast, moving for work, or looking to relocate - read ADT’s list of the safest places to live on the UK coastline.

How to protect your home’s value

Read ADT’s list of security features to ensure you protect that extra home value following a renovation or extension.

Everybody needs good neighbours

The experts at ADT have some top tips on how you and your neighbours can help improve neighbourhood security.

How to keep kids safe online

The internet is an increasingly scary place, especially for parents, read ADT’s top tips on how to enforce internet safety for children.

Do burglars return to the same house?

With 1 in 4 homes being retargeted by burglars, ADT have a list of tips to help ensure your home is secure after a burglary.

Top construction site security tips

If you’re in the construction industry, you’ll know the conflicting feeling of leaving your tools on-site, read ADT’s top tips for keeping your site secure.

How to keep valuables safe while travelling

With summer just around the corner, many of us will be looking forward to a holiday away. However, while we’re happy to spend long hours thinking about sightseeing and sunbathing, keeping our valuables safe while we’re away is often the last thing on our holiday checklist.

What is a monitored alarm and are the benefits worth it?

The very first Monitored alarm system was established in the US in 1866 by the president of the Gold and Stock Telegraph Company after he was disturbed in his home by a burglar. The idea then – as now – is that when an alarm is triggered it immediately notifies a separate monitoring centre. That means there’s always someone watching over your home, whether you’re there or not.

Don’t let burglars ruin the bank holiday for your business

Everyone loves a bank holiday weekend. With not one but two three-day weekends in May, the opportunities for career criminals to target unstaffed premises are particularly high. Sadly, commercial crime is on the rise in the UK according to the latest figures*. The good news is there are lots of ways for you to boost security ahead of the May bank holidays thanks to ADT’s expert business security tips.

What Kind Of Home Security Hunter Are You?

With Easter fast approaching, kids and grown-ups alike will be looking forward to getting stuck into a traditional Easter egg hunt. There’s not really a game plan as such - and that’s half the fun. Running around looking high and low for shiny chocolate treats is about as complicated as it gets. But that’s not a strategy you’d want to apply to something as important as home security. That’s why we’ve put together this useful guide to help you work out just what kind of home security hunter you are, and which products best match your needs.

ADT’s Guide to Avoiding Daylight Robbery

It’s easy to assume that burglars are creatures of the night, skulking in the shadows waiting to make their move under the cover of darkness. In fact, research paints a very different picture.

How to secure your doors on a budget

When we think of burglaries, a smashed window might be the first image that springs to mind. But in fact, a massive 75% of burglaries are attempted via a door, with 46% involving a forced lock.*

Always keep home insurance small print in mind

We’ve all heard stories about home insurance claims going unpaid – even when the incident wasn’t the claimant’s fault. If you don’t check through the T&Cs you can easily get caught out, leaving you out of pocket in a tough spot.

Making your home secure for your baby

The desire to protect a new baby is one of the most basic impulses humans have. And in the months before your little one is due the urge to ‘nest’ is often overwhelming. Preparing your home for a new arrival can involve everything from decorating their room and choosing new nursery furniture to buying nappies (lots of nappies) and making sure you’ve got enough meals in the freezer to get you through those hectic first few weeks. But aside from the domestic duties, it’s also important to get the right security in place. Here are a few tips from the experts at ADT:

Safest places to live in the UK, revealed

Buying a new home takes time, planning and research. But while property websites will tell you about the nearest train stations and schools, they won’t tell you the area’s crime statistics.

How to test the health of your smoke alarm

We’ve all seen the ads that ask: ‘When’s the last time you checked your smoke alarm?’. But, with our busy, modern lives it’s rarely at the top of our to-do list.

Make 2019 your safest year yet

Starting the new year with a few simple security resolutions is a great way to get into good habits for 2019 and beyond.

Are you inviting burglars over for Christmas?

Unfortunately, Christmas is the most burgled time of the year, according to UK crime statistics. Follow ADT’s security checklist to keep your home safe.

How to stay safe online this Christmas

Avoid online fraud and identity theft this Christmas with these simple security steps from ADT.

Top security tips for your apartment or flat

There are plenty of ways to make the most of apartment & flat living while safeguarding your home and belongings.

How to keep your pets calm on Bonfire Night

Around 45% of dogs are frightened by bright flashes & loud bangs. But with just a few simple steps, you can make Bonfire Night a lot more pleasant for your pets.

Is your home October-proof?

Our list of top tips will help prevent you from becoming another crime statistic during the worst month of the year for burglaries.

How to write a great mystery/thriller – By Sophie Hannah

Read distinguished crime author Sophie Hannah’s tips on how to write a great thriller.

Give your new home castle-worthy security

Keep your new home as secure as a castle this National Security Month with our complete security checklist.

Guide to fire safety

Keep your home and loved ones safe with our fire safety checklist this National Fire Prevention week and beyond.

How to secure your student house

Here’s a few tips and tricks to prevent crime in your student house - and make sure you’re prepped should the worst happen.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Fire safety advice for homeowners and businesses

Fire safety advice for homeowners and businesses.

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.

78% of burglars use social media to target properties

Here’s our top tips to stay safe on social

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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?