Complaints
Make a complaint
If something has gone wrong with our service or the conduct of one of our officers, we want to know. Every complaint is logged and looked into straight away.
How we handle complaints
What happens next
We treat every complaint seriously and fairly, whether it comes from a client, a customer at one of our venues or a member of the public.
1. We acknowledge it
We confirm we have received your complaint and start looking into it straight away.
2. We investigate
We review our shift records, incident reports and patrol logs, and speak with the officers and managers involved.
3. We respond
We get back to you once it has been dealt with.
Complaint form
Tell us what happened
The more detail you can give us, the faster we can look into it. If you know the date, time, venue or a description of the officer, please include it.
- Complaints about officer conduct, including at the door
- Concerns about how a shift or event was run
- Admission, refusal or ejection decisions
- Reporting, billing or administration
If you are unhappy with the conduct of an SIA licence holder, you can also raise your concern with the Security Industry Authority (SIA). If you need urgent help or a crime has been committed, contact the police on 999, or 101 for non-emergencies.