Shockingly slow response to alarm activation

On 18 September 2018 my husband and I came home to find our home was being burgled by a crowbar gang. There was a lookout on the step, the alarm was going off and two men were inside our house. They sped off in a getaway car when they realised we were home, but not before spraying pepper spray in my husband’s face. It took Fidelity ADT over 15 minutes to respond to the activation, by which time everything was over (the police arrived long before they did). I complained about this and received four phone calls over the next two days, promising that the response time would improve in future. Today, 3 October 2018, I accidentally set the alarm off when I came home shortly after 11 a.m. My husband phoned me immediately to say Fidelity ADT had contacted him about the activation and he had asked them to send a vehicle around. The vehicle did not come until 11:45 – forty minutes after the activation. I phoned to complain and was told I would be contacted (this has not happened yet). After being with them for over twenty years, we have lost faith in Fidelity ADT and are switching to City Bowl Armed Response from November.