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Complaints procedure
Draft status: This placeholder outlines a clear complaints journey and requires confirmed contact details, ownership and response standards before launch.
Raising a concern
Clients and members of the public should be able to submit a complaint through a confirmed email or postal address, providing the date, location, people involved and a clear description of the concern.
Acknowledgement and review
The final procedure should identify who acknowledges complaints, how they are investigated and the realistic timescales for updates and a written outcome.
Escalation
The company should define a fair escalation route where the complainant remains dissatisfied, including any applicable external or regulatory options.
Immediate danger
Noctra Guard Security Ltd is not an emergency service. Contact 999 for immediate danger or an ongoing crime, and 101 for non-emergency police matters.