Complaints may be made by via this website, in writing, or via your online personal account. Please state that you are making a formal complaint in your message. Complaints made by social media will receive a response directing the complainant to the contact details on our website.
We will acknowledge receipt of complaints within 3 working days of the complaint being received by the complaints team and being recognised by the team as a complaint. We aim to respond to all complaints within 20 working days from our initial acknowledgement.
Our complaints handling policy specifically excludes certain items; please read the policy for details.
Complaints about security staff
If you are unhappy with the service you have received from a security company or the behaviour of one of their staff, please submit your complaint direct to the company or venue concerned. Our complaints team does not deal with such complaints.
If you believe that a security operative or company has been behaving illegally or operating in a way that may bring the industry into disrepute, please report them by following the link below.
Report a crime or concern
Your report will then be passed to our Intelligence team. We will not be able to tell you what actions we then take.
If you are unhappy with our decision then please follow our appeals process, details of which will have been provided in the letter we have sent you. Our complaints team does not deal with appeals.
Submitting a complaint
If you wish to submit a formal complaint through this website please follow the link below and then select 'General Enquiry' and the most relevant topic. Please state that you are making a formal complaint in your message.
Submit a complaint online
What will our response be?
If we find that the complaint is valid we will:
- apologise to the complainant in writing, on the telephone or in person;
- give them a full explanation of what happened and why;
- explain how the complainant may take their complaint further if they are not happy with our response; and
- review how we do things to make sure the problem does not happen again and take any other action we consider appropriate to put the matter right.
If we find that the complaint is not valid, we will:
- explain what we have found during the course of our investigations;
- identify why we do not consider the complaint to be valid; and
- explain how the complainant may take their complaint further if they are not happy with our response.
Our response may come from the complaints team or from the individual or team that has been asked to investigate the complaint.
What if you don't agree with our findings?
The complainant may not accept our findings and can ask for their case to be reviewed by a senior member of staff. A senior manager will appoint someone to review the case. This could be anyone at Deputy Director level or above, including the Chief Executive if the circumstances warrant it.
If the complainant is still dissatisfied with our response, then they can ask for their case to be reviewed by the Parliamentary Ombudsman.
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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