Policy Statement
Bold Security Solutions (BSS) is dedicated to providing professional, lawful, equitable, and high-quality manned security services across the United Kingdom. The organisation acknowledges the significance of managing complaints efficiently and transparently to uphold trust in its services, enhance operational effectiveness, and adhere to all relevant legal and regulatory requirements. Every complaint will be addressed with the utmost seriousness and investigated promptly, impartially, confidentially, and without bias.
This policy supports compliance with:
- The standards of the Security Industry Authority (SIA)
- The requirements of the Security Industry Authority Approved Contractor Scheme (ACS), where applicable
- The Information Commissioner’s Office (ICO) data protection requirements
- Health and Safety at Work etc. Act 1974
- Private Security Industry Act 2001
Purpose: The purpose of this policy is to:
- Establish a transparent procedure for submitting and handling complaints.
- Ensure consistent and impartial investigation of all complaints.
- Safeguard the rights of both complainants and employees throughout the process.
- Identify opportunities for implementing corrective and preventive measures.
- Enhance customer satisfaction and uphold high service standards.
- Exhibit accountability and maintain professional conduct at every stage.
Scope: This policy applies to:
- Employees and subcontractors
- Suppliers and stakeholders
The policy applies to all company activities including:
- Reception and concierge security
- Corporate security services
Definition of a Complaint: A complaint is any expression of dissatisfaction relating to:
- The conduct, behaviour, or professionalism of security personnel
- Failure to follow assignment instructions
- Health and safety concerns
- Allegations of discrimination, harassment, bullying, or victimisation
- Excessive or inappropriate use of force
- Breach of confidentiality or data protection
- Uniform or appearance standards
- Failure to comply with company procedures
- Criminal or unethical conduct
Complaints may be made verbally or in writing.
Responsibilities
Directors and Senior Management: Directors and senior management are responsible for:
- Ensuring implementation of this policy
- Providing adequate resources for complaint handling
- Monitoring complaint trends and corrective actions
- Ensuring legal and regulatory compliance
Operations Managers / Supervisors: Managers and supervisors are responsible for:
- Receiving and recording complaints
- Conducting investigations
- Maintaining confidentiality
- Reporting serious incidents immediately
- Implementing corrective actions
Employees: All employees must:
- Cooperate fully with investigations
- Maintain professional conduct
- Report complaints immediately to management
- Preserve evidence where relevant
How Complaints Can Be Made: Complaints may be submitted through the following channels:
Head of Operations: Faisal Aslam
Email: info@boldsecuritysolutions.co.uk
Telephone: 07868667186
Registered Office: 2-3, 95-107 Lancefield Street, Glasgow, G3 8HZ
In Person: To any supervisor, manager, or company representative.
Website: https://boldsecuritysolutions.co.uk
Information Required: Complainants should provide:
- Full name and contact details
- Date and time of incident
- Names or descriptions of personnel involved
- Supporting documents, photographs, CCTV, or witness details where available
Anonymous complaints may still be investigated where sufficient information exists.
Complaint Handling Procedure
Stage 1 – Receipt and Logging: Upon receipt:
- The complaint will be entered into the Complaints Register
- A unique reference number will be assigned
- Receipt will normally be acknowledged within 3 working days
The following information shall be recorded:
- Investigating officer assigned
Stage 2 – Initial Assessment: Management shall assess:
- Whether immediate action is required
- Health and safety implications
- Whether suspension of staff is necessary
- Whether external agencies should be informed
Complaints involving alleged criminal offences, assault, discrimination, corruption, theft, or serious misconduct may be immediately referred to:
- The Security Industry Authority
- Relevant regulatory authorities
Stage 3 – Investigation: Investigations may include:
- Interviews with complainants
- Interviews with employees and witnesses
- Review of incident reports
- Review of body-worn camera footage
- Review of CCTV recordings
- Examination of access records and logs
- Review of assignment instructions and training records
Investigations shall:
- Be impartial and evidence-based
- Be completed as promptly as reasonably practicable
Employees subject to investigation shall be given the opportunity to respond to allegations.
Stage 4 – Outcome and Resolution: Following investigation, the company may:
- Reject the complaint where unsupported by evidence
- Uphold the complaint fully or partially
- Provide additional training
- Implement disciplinary action
- Remove personnel from assignment
- Report matters externally where legally required
A written response will normally be issued within 14 working days. Where delays occur, the complainant will be informed.
Appeals: If dissatisfied with the outcome, the complainant may submit an appeal within 14 working days of receiving the decision.
Appeals shall:
- Be reviewed by a senior manager not previously involved
- Consider whether procedures were followed correctly
- Review any new evidence submitted
The appeal decision shall be final unless external legal or regulatory processes apply.
Confidentiality and Data Protection: All complaint information shall be handled confidentially and in accordance with:
- Company Data Protection Policy
Information shall only be shared:
- With individuals directly involved in the investigation
- With regulators or law enforcement agencies where appropriate
Complaint records shall be stored securely.
Protection Against Victimisation: No complainant or employee shall suffer retaliation, discrimination, or victimisation for:
- Raising a genuine complaint
- Participating in an investigation
Any retaliation may result in disciplinary action.
False or Malicious Complaints: Where a complaint is found to be knowingly false, malicious, or vexatious, the company reserves the right to:
- Terminate the investigation
- Take disciplinary or legal action where appropriate
Complaints Involving Employees: Complaints involving employees may also be managed under:
- Whistleblowing procedures
Serious misconduct allegations may result in suspension pending investigation.
Monitoring and Continuous Improvement: The company shall:
- Maintain a complaints database
- Identify recurring operational issues
- Review corrective actions
- Use findings to improve training and service delivery
Regular management reviews shall be conducted.
Record Retention: Complaint records shall normally be retained for a minimum of:
- 6 years for operational complaints
- Longer where required by law, insurance, litigation, or contractual obligations
Records shall include:
Related Policies: This policy should be read alongside:
- Equality and Diversity Policy
Policy Review: This policy shall be reviewed:
- Following significant incidents
- Following changes in legislation or SIA requirements
- Following identified deficiencies in complaint handling
Contact Details
Head of Operations: Faisal Aslam
Email: controls@boldsecuritysolutions.co.uk
Telephone: 07466384161
Registered Office: 2-3, 95-107 Lancefield Street, Glasgow, G3 8HZ
