Complaints Policy
Introduction
SecuriGroup aims to achieve a high standard of customer care in all our services.
SecuriGroup regards feedback as one the most important resources available to us, and as such utilises it to improve our services wherever possible. If a member of the public is dissatisfied with any aspect of our service, they should be encouraged to submit a formal complaint through our Communications team.
Please note that this complaints process is not intended for use by staff members to raise grievances related to their employment, working conditions, or recruitment. Such matters should be addressed through the appropriate internal HR or grievance procedures.
Making a Complaint
SecuriGroup aims to handle complaints quickly, effectively and in a fair and honest way.
All complaints are taken seriously and managed in the utmost of confidence. All complaints are to be treated with equal value and supported with investigations – proportionate with the nature of the complaint – and must be completed in accordance with the procedures as laid out below.
Process
You can complain by email to info@securigroup.co.uk
SecuriGroup require that for all complaints to be assessed, a written account of the complaint is necessary and should be contained within the email. Please tell us:
- Your full name and contact details;
- As much as you can about the complaint including copies of any relevant documents;
- What has gone wrong; and
- What outcome you are seeking.
In order to ensure complete accuracy of the complaint and to ensure the appropriate resolution is achieved, only complaints made in writing will receive a response from SecuriGroup.
How long do I have to make a complaint?
Normally, you must make your complaint within six months of:
- the event you want to complain about; or
- finding out that you have a reason to complain.
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
What happens when I have complained?
When a complaint is received, it will be escalated to the appropriate management team for an investigation to be completed.
The investigation will be completed by a member of the management team and at equal to or greater rank than the employee or employees with whom a complaint is engaged (if this is relevant).
Timeline
We aim to respond to complaints quickly (where possible, when you first tell us about the issue). This could mean an on-the-spot apology and explanation if something has clearly gone wrong, or immediate action to resolve the problem. 
It is SecuriGroup policy that all complainants will receive a response within seven working days or less from the date of receipt unless additional time is required. Where additional time is required, we will aim to provide a full response within twenty working days from the date of receipt. If our investigation will take longer than seven working days, we will tell you. We will tell you our revised time limits and keep you updated on progress.
Resolution
As previously noted, all complaints are taken seriously and all learning opportunities are taken and used to improve our service. Where improvements to the service can be identified, these are implemented immediately, with a report submitted to our compliance team with seven working days.

Unfortunately due to SecuriGroup’s data protection obligations, no personal information regarding any employee can be shared with a complainant. This includes where a member of the public alleges that a criminal offence has been committed by an employee, the complainant should be advised to report the matter directly to the police. SecuriGroup will assist fully with any police investigation. In accordance with applicable data protection legislation, SecuriGroup is not permitted to disclose any actions taken in relation to an employee to the complainant.
