Complaints Policy

Complaints Policy

At Specialist Security Group, we strive to provide the highest level of service to our customers. However, we recognise that there may be occasions when you are dissatisfied with our services or have a complaint. This policy outlines the steps to follow in order to make a complaint and our commitment to resolving the issue promptly and fairly.

  1. Complaint Procedure:

    All complaints should be submitted in writing or via email to the designated complaints contact person within our organisation.

    • Please provide a detailed description of the complaint, including relevant dates, names of individuals involved, and any supporting documentation or evidence.
    • We will acknowledge your complaint within 24 hours, confirming receipt and providing a reference number for future correspondence.

  2. Complaint Handling:

    • Our complaints contact person will conduct a thorough and impartial investigation into the complaint.
    • We may request additional information or evidence from you to help us fully understand the nature of the complaint.
    • We will keep you informed of the progress and expected timelines for the investigation.

  3. Resolution:

    • Once the investigation is complete, we will provide you with a written response outlining the outcome of the investigation and any actions taken.
    • If we find that your complaint is valid, we will propose appropriate remedies or corrective actions.
    • If we determine that your complaint is not valid, we will provide a clear explanation of our findings.

  4. Timeframe for Resolution:

    • We aim to resolve all complaints within 7 working days.
    • In cases where a complaint requires a more complex investigation, we will keep you informed of the progress and provide updates within reasonable intervals.

  5. Escalation:

    • If you are not satisfied with the resolution provided, you may request an escalation of your complaint.
    • The escalation request should be submitted in writing or via email to the designated escalation contact person within our organisation.
    • We will review the complaint and our handling of the case and provide a further response within 5 working days.

  6. Confidentiality:

    • All complaints and related information will be treated with strict confidentiality, in line with applicable data protection laws and regulations.
    • We will only share information with individuals directly involved in the complaint investigation or resolution process.

  7. Continuous Improvement:

    • We value your feedback and view complaints as an opportunity to improve our services.
    • All complaints received will be analysed, and if necessary, appropriate actions will be taken to prevent similar issues from recurring in the future.