Complaints procedure

Stage 1 — Tell us

Raise your complaint through your portal using the complaint form, or contact us by email or telephone. Please include your enquiry or job reference, what happened and the outcome you are seeking.

Stage 2 — Acknowledgement

We acknowledge every complaint within two working days and give you a reference and a named point of contact.

Stage 3 — Investigation

We review the enquiry record, quotation, agreements, messages and audit history. Where a complaint concerns service delivery by a security provider, we will raise it with that provider, as they remain responsible for the service.

Stage 4 — Outcome

We aim to give a written outcome within ten working days. If we need longer, we will tell you why and give a revised date.

Stage 5 — Review

If you are not satisfied, you may ask for the platform owner to review the decision. Complaints about a security provider’s regulated conduct may also be raised with the Security Industry Authority, and data protection complaints with the Information Commissioner’s Office.