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Not satisfied? We will work it out together

At Pulse4all we do everything we can to give you peace of mind with an AED that is always ready to use. Your safety and satisfaction are our priority. If you are unhappy with your AED, our service, or anything else, please let us know.

Because we believe in transparency and personal contact, we have a clear complaints procedure. We take all feedback seriously and see it as an opportunity to improve.

How to make a complaint

You can contact us free of charge in the following ways:

  • Online: via the contact form on our website

  • Email: complaints@pulse4all.com

  • Phone: +44 1732 913310

  • Post: Pulse4all (Defibswap UK Ltd), 48 Warwick Street, W1B 5AW, London, England

Please describe your complaint as clearly as possible and, if relevant, include your order number.

What you can expect from us

  • Acknowledgement within 3 business days: We will confirm that we have received your complaint and let you know who is handling it.

  • A response within 14 calendar days. We aim to resolve most complaints within this period.

  • If your complaint is more complex and we need more time, we will write to you with an update on progress and a realistic timeline for our final reply.

  • Final written response within 8 weeks. This is our internal commitment, setting out our decision, the reasons for it, and any remedy we propose.


If you are still not satisfied

If you are unhappy with our final response, you have several options.
  • You can contact Citizens Advice (England, Wales, Scotland) or Consumerline (Northern Ireland) for free, independent consumer guidance: www.citizensadvice.org.uk.

  • You can contact your local Trading Standards office if you believe a UK consumer protection rule has been breached.

  • Alternative Dispute Resolution (ADR). You have the right to refer your complaint to an Alternative Dispute Resolution provider. ADR is an independent process for resolving disputes outside court. A relevant certified provider for general consumer disputes is the Centre for Effective Dispute Resolution (CEDR), 100 St. Paul's Churchyard, London, EC4M 8BU, www.cedr.com. Pulse4all is not currently a member of an ADR scheme and is therefore not obliged to use ADR, but we are open to considering it on a case-by-case basis.

  • You may also pursue your complaint through the courts, including the small claims procedure for low-value disputes.

Business customers

If you are a business customer, please note that UK consumer protection law (such as the Consumer Rights Act 2015) does not apply to you, and you cannot use the Citizens Advice consumer service. Your rights are governed by the contract between us and by general commercial law, including the Sale of Goods Act 1979. We are happy to engage in good-faith negotiation, and if needed we can discuss mediation through a recognised commercial dispute resolution body. You also retain the right to pursue your claim through the courts.

Vulnerable customers

We recognise that some customers may have additional needs due to age, disability, bereavement, language, or financial circumstances. If you let us know when making your complaint, we will make reasonable adjustments to our process in line with the Equality Act 2010 and our internal commitment to fair treatment.


Data and ICO complaints

If your complaint concerns how we handle your personal data, please see our Privacy Policy and contact our Data Protection point of contact at privacy@pulse4all.com. We will respond within one calendar month, in line with the UK GDPR.

If you are not satisfied with our response, you may complain to the Information Commissioner's Office (ICO) via www.ico.org.uk/make-a-complaint.


About us

Pulse4all is a trading name of Defibswap UK Ltd, a company registered in England and Wales (company number: 14733955), registered office: 48 Warwick Street, London, W1B 5AW. VAT number: 864991137.


www.pulse4all.co.uk
Last updated: May 8, 2026

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