Make a Complaint about the SIA

This page will tell you how to make a complaint about the SIA.

We don't have a complaints procedure for complaints about security staff or businesses. You can find out how to tell us your concerns about people working in the private security industry here.

How to make your complaint

You can send us your complaint through this website, by post, or through your SIA online account. Please make sure that you use the word "complaint" when you contact us. This will help us to find and respond to your message as promptly as possible.

What can our complaints team help with?

You can make a complaint about anything that you think the SIA has done wrong or failed to do. This can be in connection with individual licensing or our Approved Contractor Scheme (ACS). Our Complaints Handling Policy (PDF, 133kb) explains in more detail what we will treat as a complaint.

We won't be able to help you with appeals against our decision to refuse, suspend or revoke your licence. If you are unhappy with a decision we have made, you should follow the appeals process we explained when we wrote to you.

What will we do when we receive your complaint?

We will confirm that we have received your complaint within 3 working days. We will do all we can to resolve any urgent issues straight away. We may contact you to ask for more information to help us do this.

We will then investigate your complaint and provide a full response within 20 working days (four weeks).

When we respond we will explain what went wrong, tell you what we have done to put things right, and tell you anything that you can do to solve the problem or stop it from happening again.

What if you don't agree with our response?

If you're not happy with the way we handle your complaint, you can ask for an internal review by a senior member of SIA staff. We'll explain how to do this when we respond to your complaint.

If you are still not satisfied, you can ask your MP to pass your complaint to the Parliamentary and Health Services Ombudsman (PHSO). You can find the contact details for your local MP here. More information about the PHSO can be found here.

The PHSO will expect you to have completed our complaints process before they accept your case.

 
 

Complaints Handling Policy

Cover of the SIA's complaints handling policy

More information on how we deal with complaints is available in our 'Complaints Handling Policy' (download size: 133kb).

 

 

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