Legal
Complaints Procedure
If something has gone wrong we want to hear about it directly, and we would rather fix it than have you take it elsewhere first.
Last updated 6 August 2026
How to complain
Use whichever is easiest. All three reach the same place.
- Phone: +44 7775 419992, best if the issue is live and needs resolving now.
- Email: info@akk9securityservices.co.uk, put “Complaint” in the subject line.
- In writing: to our registered office. [TODO: registered address]
What to tell us
The more specific you are, the faster we can deal with it. Where possible include:
- the site or property involved;
- the date and approximate time;
- the name of any officer or handler involved, if you know it;
- what happened, and what you would like us to do about it.
What happens next
| Stage | What we do | Timescale |
|---|---|---|
| 1. Acknowledge | We confirm we have your complaint and tell you who is handling it | 1 working day |
| 2. Investigate | We review incident logs, patrol records and any footage, and speak to the personnel involved | 10 working days |
| 3. Respond | We write to you with our findings, what we are changing, and any remedy | Within 15 working days of the complaint |
If an investigation needs longer, for example where we are waiting on a third party, we will tell you why and give you a revised date rather than going quiet.
If you are still not satisfied
Ask for the matter to be reviewed by a director. That review is independent of whoever handled the original complaint, and we will respond within a further 10 working days.
Beyond that, you can escalate outside the company:
- Conduct of licensed personnel: the Security Industry Authority, at sia.homeoffice.gov.uk.
- Animal welfare concerns: the relevant local authority, or the RSPCA. Our handlers work to BS8517 and the Guard Dogs Act 1975, and we treat welfare complaints as serious.
- How we handled your personal data: the Information Commissioner's Office at ico.org.uk. See our Privacy Policy.
What we do with complaints
We log every complaint and review them periodically to identify patterns, a recurring issue at one site, or a training gap. Complaints are retained for 6 years to meet our insurance obligations.