Service scope, limitations and complaints
Last updated: August 2026
This page sets out exactly what you get when you buy an R-10 fire door inspection record, who reviews it, and what it does not do. We publish it so nobody has to guess what our service is — or take a marketing claim on trust.
What the service is
R-10 is a guided, self-completed fire door inspection tool. You work through a structured checklist for each door, capture photographs, and we produce a dated inspection record (£25 per door) that you can keep as part of your own fire safety records.
The record is designed to help a Responsible Person evidence the routine checks described in Regulation 10 of the Fire Safety (England) Regulations 2022. It is a record of the checks that were carried out and what was observed on the day.
What the service is not
- It is not an official or government-issued certificate, and it is not a legally required document in its own right.
- It is not a certification of the door against BS 476-22, BS EN 1634-1, BS 8214 or any other standard, and it does not confirm a door's fire resistance rating.
- It is not a physical survey by an attending specialist. It is based on the checklist answers and photographs you submit.
- It is not a fire risk assessment, a Type 1–4 FRA, or advice on remedial works, and it does not cover door sets that have been altered or damaged in ways not visible in the submitted evidence.
- It does not transfer legal responsibility. The Responsible Person under the Fire Safety Order remains legally responsible for compliance — R-10 does not assume that duty.
- We cannot guarantee acceptance by any managing agent, freeholder, insurer, local authority or fire and rescue service. Whether a third party accepts the record is entirely their decision.
Who reviews the inspection record
Submitted inspections are reviewed by a member of the R-10 review team before the record is issued. The review is a desk-based check of the checklist responses and the photographic evidence you provide — it is not a re-inspection of the door.
We do not currently publish third-party accreditations for our reviewers, and we do not claim any. If you need an inspection carried out and signed off by an accredited fire door inspector, you should instruct a specialist directly — our service is not a substitute for that.
Company details
- Legal entity: Turtle Bale Limited, trading as R-10 Fire Safety Solutions
- Registered address: Knight Road, Rochester, ME2 2AG
- Payments: orders are processed by Paddle.com Market Ltd, our Merchant of Record.
- Contact: info@r-10.co.uk · 020 3488 1204
Complaints process
If something has gone wrong, tell us and we will put it right or refund you.
- Raise it. Email info@r-10.co.uk with the subject line "Complaint", your order reference and what went wrong.
- Acknowledgement. We aim to acknowledge every complaint within 2 working days.
- Investigation and response. We aim to give a full written response within 10 working days. If we need longer, we will tell you why and when to expect an answer.
- Escalation. If you are not satisfied with the outcome, reply asking for the matter to be escalated to a director for a final written response.
- Billing disputes. Payment and refund disputes can also be raised directly with our Merchant of Record at paddle.net.