3 Lions Security Limited are committed to providing professional and high quality services. However, we recognise that sometimes we do get things wrong or that mistakes happen, so to deal with this we have implemented a complaints policy.
We do not look on complaints as unwanted, as they may help us to see where our services or procedures might be improved. We encourage you to let us know where you feel we have made a mistake or done something which you have found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a ‘complaint’ we would still like to know about it, as you may help us to deal with something we would otherwise overlook.
Contacting us: The first step is to talk to a member of staff and this can be done quite informally, either directly or by telephone.Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then ask for their relevant line manager. We will try to resolve the problem on the spot if we can. If we cannot do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within 24 hours or we will make some other arrangement that is acceptable to you.
Taking your complaint further: We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint in writing to the Operations Manager, setting out the details, explaining what you think went wrong and what you feel would put things right. If you are not happy about writing a letter, you can always ask a member of staff to take notes of your complaint. You should make sure you agree with what they have recorded and that they provide you with your own copy for reference. This record will be passed promptly to the Operations Manager to deal with.
The Operations Manager will acknowledge in writing within 24 hours of receipt of written complaint. The Operations Manager will arrange for the complaint to be fully investigated keeping the customer informed of the progress in writing. The process should take no longer than 5 working days unless complications arise, in such cases the customer will be advised in writing that there may be a delay in the process, otherwise the customer will be advised of the outcome in writing within the given time frame.
The next stage: If you are not satisfied with the Operations Manager’s investigation you can take your complaint to the Managing Director. He will let you know within 24 hours that the complaint has been received and tell you when to expect a full response.
Taking your complaint outside the organisation: If you are not satisfied with the Managing Directors response, you can always seek advice externally from an outside agency or other organisation.
All Complaints regarding 3 Lions Security Limited should be in the first instance directed to firstname.lastname@example.org or through the Head Office on 01536 648888.