Complaints procedure

Last updated: 27 October 2026

We want every client, officer and member of the public to be treated well. If something has gone wrong, tell us and we'll put it right where we can.

How to complain

Contact us by phone, WhatsApp or email (details below). Please include your name, the site or shift concerned, the date and time, and what happened.

What happens next

• We acknowledge your complaint within 2 working days.
• A manager investigates, which may include shift records, check-ins and incident reports.
• We send you a written response within 10 working days. If it will take longer, we'll tell you why and when to expect it.

If you're not satisfied

You can ask for the complaint to be reviewed by a director. Complaints about an officer's licence or conduct can also be raised with the Security Industry Authority, and complaints about personal data with the Information Commissioner's Office.

Complaints about officers

Officers are never punished for raising a genuine concern, including about pay, safety or how they have been treated on site.

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