Complaints & escalation policy

If any part of our service falls short of what you expected, we want to hear about it. Complaints are handled confidentially and never affect how an ongoing investigation is progressed.

You will not be charged for raising a complaint, and you do not need a solicitor to do so.

Email contact@wallsec.co.uk with the subject line 'Complaint', or call +44 20 3996 7980 during UK business hours. You can also write to us at 4th Floor, No. 1 Forbury Place, 43 Forbury Road, Reading, Berkshire RG1 3JH, United Kingdom.

Please include your case reference (if you have one), a description of what went wrong, the dates involved, and what outcome you are seeking. Supporting correspondence helps us review the matter faster.

Stage 1 — Acknowledgement: we confirm receipt within 3 working days and tell you who is reviewing the matter.

Stage 2 — Investigation: we review the case file, correspondence and any internal notes, and issue a written response within 15 working days. If the matter is complex we will tell you why and give a revised date.

Stage 3 — Escalation: if you are not satisfied with the response, you may ask for a review by a senior member of the practice who was not involved in the original work. That review is completed within a further 15 working days.

An explanation of what happened, a correction to a report or record, a change to how the case is handled, a fee adjustment where chargeable work fell short, or an apology.

A complaint outcome cannot change what the underlying onchain evidence shows, and it cannot oblige an exchange, bank or authority to act. We do not guarantee recovery outcomes in any case.

Wallsec is an independent investigation firm. We are not a law firm and are not authorised or regulated by the Financial Conduct Authority, so complaints about our service do not fall within the Financial Ombudsman Service.

If your complaint concerns how we handled your personal data, you can contact the Information Commissioner's Office (ICO) at ico.org.uk after raising it with us first.

If your complaint concerns the fraud itself rather than our service, report it to Action Fraud (actionfraud.police.uk) in the UK, or to your local police or national cybercrime unit.

You remain free to seek independent legal advice at any stage.

We keep a record of every complaint, the review carried out and the outcome, so recurring issues can be identified and fixed. Complaint records are retained in line with our privacy policy.