COMPLAINTS POLICY

Our aim, as a professional private security industry provider, is to be fully committed to providing a quality service for our stakeholders and to continually improve our service by:

  • Listening and responding to all of our stakeholder’s views and opinions (which includes our customers, employees and other interested parties)
  • Responding to all complaints and suggestions in a timely and positive manner; and
  • By putting any identified mistakes confirmed to be of our making right through appropriate corrective and preventive actions that will prevent any future recurrence.

We are committed to effective and efficient handling of all complaints received by us (from any source) relating to any aspect of the services that we provide; and in doing so we aim to comply with the guiding principles of ISO 10002:2004; which are:

  • Visibility – Information about how and where to complain will be well publicised to all stakeholders (i.e. customers, our own personnel and to all other interested parties)
  • Accessibility – our complaints management system will be accessible to all stakeholders. Our complaints policy and details of how to make a complaint will therefore issued on our website and will be present or referenced on all applicable quotations and tender documentation
  • Responsiveness – All received complaints will be promptly registered and acknowledged; and all complainants will be kept informed about the outcome of their complaint
  • Objectivity – Each complainant’s input will be dealt with equitably, objectively and in an unbiased way
  • Charges (fees) – access to the complaints handling system will always be free from any charges or fees
  • Confidentiality –Personally identifiable information will always be treated in the strictest of confidence and protected from any exposure to non authorised personnel or those without a need to know
  • Customer-focussed approach – all complaints will be handled with the best interests of our customer at heart
  • Accountability– lines of accountability for the prompt investigation and satisfactory closure of all received complaints will be identified within our processes
  • Continual Improvement – our permanent objective is to bring about continual improvements to all our processes; including the complaints handling process itself