Complaints Procedure
We take every complaint seriously. Whether you are a client, an officer, a member of the public or a supplier, we want to hear when something has gone wrong so we can put it right and improve. This page explains how to raise a complaint with Urgent Guard, a trading brand of Aberdeen Technologies Ltd (company number 16865401), and what you can expect from us.
1. How to make a complaint
You can raise a complaint in whichever way is easiest for you:
- Phone: 0800 471 4792 — our control room is staffed 24/7 for urgent matters.
- Email: hello@urgentguard.co.uk — please put “Complaint” in the subject line.
- In writing: Complaints, Aberdeen Technologies Ltd, Unit 2K, 1 Hastingwood Business Park, Wood Lane, Birmingham B24 9QR.
To help us investigate quickly, please tell us your name and contact details, the site or service involved, the date and time, what happened, and the outcome you are looking for.
2. What happens next
- Acknowledgement: we will acknowledge your complaint within 5 working days of receiving it.
- Investigation: a manager independent of the issue will review the facts, speak to those involved and examine our records (occurrence logs, clock-ins, patrol and incident reports where relevant).
- Response: we aim to give you a full written response within 20 working days. If a complaint is complex and needs longer, we will tell you why and give you a revised date.
3. If you are not satisfied
If you are unhappy with our response, you can ask for the matter to be escalated to a director, who will carry out a final review. We will confirm our final position in writing.
4. External escalation
Where a complaint concerns the conduct or licensing of a security operative or the security industry generally, you may raise it with the Security Industry Authority (SIA) at gov.uk/sia. Complaints about how we handle your personal data can be raised with the Information Commissioner’s Office (ICO) at ico.org.uk. Nothing in this procedure affects your legal rights.
5. Our commitment
We treat all complaints confidentially, we will not disadvantage anyone for raising a genuine concern, and we use what we learn to improve our service.