How to Raise a Complaint
We take all complaints seriously. You can contact us by any of the methods below, please provide as much detail as possible, including the date and nature of the issue, any relevant contract or site reference, and your preferred contact method for our response.
Email: complaints@aplsecuritygroup.co.uk
Post: APL Security Group Ltd, Manchester, UK
Phone: 0161 202 2240 (Mon–Fri, 9am–5pm)
Stage 1, Informal Resolution
Most concerns can be resolved quickly. In the first instance, please speak with your designated Account Manager or the on-site Supervisor. They are empowered to resolve the majority of day-to-day issues on the spot.
If you are not satisfied with the outcome of an informal discussion, or if the matter is of a more serious nature, please proceed to Stage 2.
Stage 2, Formal Written Complaint
Submit your complaint in writing to the email or postal address above. Your complaint will be acknowledged within 2 working days of receipt and assigned to a senior manager for investigation.
Please include the following in your written complaint:
- Your name and contact details
- The site or contract reference (if applicable)
- A clear description of the issue and when it occurred
- What outcome you are seeking
- Any supporting evidence (e.g. incident reports, photographs)
We aim to provide a full written response within 10 working days. If a more detailed investigation is required, we will keep you updated on progress and provide a final response within 20 working days.
Stage 3, Senior Escalation
If you remain unsatisfied following the Stage 2 response, you may escalate your complaint to a Director of APL Security Group. Please reference your Stage 2 case number when doing so. A Director will review all correspondence and provide a final written decision within 10 working days of receiving the escalation.
The Director's decision represents APL Security Group's final position on the matter.
Response Timeframes Summary
- Acknowledgement: Within 2 working days
- Stage 2 full response: Within 10 working days (up to 20 for complex matters)
- Stage 3 escalation decision: Within 10 working days
External Bodies
If your complaint relates to the conduct of an SIA-licensed operative, you have the right to report this directly to the Security Industry Authority (SIA).
- Security Industry Authority (SIA), Report a concern
- For data protection concerns, you may contact the Information Commissioner's Office (ICO)
We encourage you to work through our internal procedure first, but we fully support your right to contact any regulatory body at any time.
Confidentiality: All complaints are handled confidentially. Information will only be shared within APL Security Group on a need-to-know basis in order to investigate and resolve the matter.
Further Assistance
If you have any questions about this procedure or need assistance submitting a complaint, please don't hesitate to contact us.