I was led to believe that I was buying a top quality intruder alarm system upgrade and that Banhams provide a quality premium service, which then justified the premium price tag. In reality, they provided an incomplete installation which meant we could not close and secure our back door properly and could not set the alarm. I telephoned Banhams the next day and raised a formal complaint on the call and followed it up in writing by email. The Finance team are not contactable directly and never responded to any of the 6 contacts I made to them via their contact form and messages left with customer services. They raised an invoice to pay an annual fee upfront when it was quoted as payable monthly and then, after it had been agreed that this was in error and needed to be changed, sent me a threatening letter demanding immediate payment of the invoice for the full amount. My formal complaint was ignored for 50 days until I escalated it myself. The manager of the installations team completely ignored my complaint, closed the ticket without responding, and allegedly arranged for an engineer to attend our property to sort out why the system was not operating properly, but no engineer turned up. My complaint was finally dealt with by the Head of installations who conducted our correspondence entirely by email as he was uncontactable by telephone and chose not to telephone me. He refused to provide a breakdown of the installation costs which has led me to believe that Banhams significantly overcharge their customers for the products they install. One example is that a contact sensor is available directly from their supplier online for £9.99, whereas Banhams seem to charge well over £100 for the item, before installation costs. Even after removing the cost of one item which we never asked to be installed and providing a 20% discount, I am left to believe that I have been massively overcharged for the installation. Banhams recognised that their customer service had been dreadful and discounted my service fee as a result. I am left believing that I have paid far too much for a straightforward installation of overpriced components. They seem to charge premium prices for a sub-standard service. Customer Relations and the Banhams MD were copied in on all the correspondence and made no contribution to the complaints process. I contacted customer services on the telephone on 3 separate occasions and was promised someone would come back to me within 24 hours, but this never happened on any occasion.