Complaints Handling Process – Frontline Security 24/7 Ltd
1. Initial Receipt & Acknowledgement
All complaints—verbal, written, or electronic—are recorded in the Complaints Log.
Acknowledged within 24 hours with an initial response or holding message.
Logged centrally by the Contract Manager or Site Supervisor.
2. Investigation & Resolution
Assigned to a designated manager for investigation within 48 hours.
Staff involved may be temporarily reassigned during investigation if appropriate.
CCTV, logs, staff statements, and other evidence are reviewed.
Where required, senior management may conduct further review.
3. Communication with the Complainant
Full written response provided within 5–10 working days, depending on severity.
If resolution is delayed, interim updates are provided every 3 working days.
4. Escalation Procedure
If the complainant is not satisfied, they may escalate to:
The Operations Director
Ultimately to a senior external mediator or Commissioner (if part of a public contract).
5. Resolution & Learning
Corrective actions are implemented where necessary (e.g. retraining, process change, disciplinary measures).
Trends in complaints are reviewed monthly as part of our contract performance review.
Serious complaints (e.g. safeguarding, health & safety breaches) are flagged for immediate escalation and logged as Serious Incidents.
