For users of the Call24Hour service:

We will:

• Provide 24 hours a day, 365 days a year monitoring
• Always respond to your call anytime of the day or night in a friendly and sympathetic manner
• Aim to respond to your call within 30 seconds of receiving it on the computer
• Contact anyone you specify. If you are unable to respond and advise us we follow strict protocol to advise emergency contacts
• Respond to any equipment failure within 24 hours
• Respond to your suggestions or complaints in writing within 5 working days
• Give you at least one month's notice in writing if the equipment or service is to be removed
• Review the rental charge each year and give you one month's notice in writing of any change
• Always welcome calls from you to test your alarm equipment
• Demonstrate and install your alarm unit, free of charge *
• Supply replacement pendant batteries to you or your emergency contact within 3 working days
• Provide local collection points for the return of your alarm unit (when the equipment is owned by the Call24Hour service)
• In an emergency we contact any services in the absence of a specific instruction from you

* Exceptions apply. Click here for details