Complaints Procedure

1. How to make a complaint

If you are unhappy with any aspect of our security services, please tell us as soon as possible so we can put things right. You can make a complaint by:

• Speaking to the officer or supervisor on site, or your account manager, in the first instance.
• Emailing security@vigilservices.co.uk with details of your concern.
• Calling 020 3973 8892 and asking to speak to a manager.

2. What to include

To help us investigate quickly, please include: your name and contact details, the site or contract affected, the date and nature of the issue, and any action you would like us to take.

3. What happens next

We will acknowledge your complaint within 2 working days of receiving it. We aim to fully investigate and resolve most complaints within 10 working days. Where a complaint is more complex — for example, involving an incident requiring further investigation on site — we will tell you if more time is needed and keep you updated on progress.

4. Escalation

If you are not satisfied with our response, you can ask for your complaint to be reviewed by a senior manager. We will confirm the outcome of any escalated review in writing.

5. Confidentiality and records

Complaints are handled confidentially and are used to improve our service. We keep a record of complaints and their outcomes in line with our Privacy Policy.

6. Contact

Email security@vigilservices.co.uk or call 020 3973 8892.