Complaints Procedure

Last updated: 12 September 2026

We aim to deliver security services of the highest standard, but if something goes wrong we want to know so we can put it right. This procedure explains how to make a complaint and what you can expect from us. It applies to clients, members of the public and our own staff.

How to complain

  • Email: accounts@citiguardservices.com with “Complaint” in the subject line.
  • Telephone: 07737 519550. For urgent operational issues contact our 24-hour Control Room on 07838 603941.
  • Post: The Operations Director, Citi Guard Services Ltd, Suite 208, Building 1 (Phase 1), Stanmore Business and Innovation Centre, Howard Road, Stanmore, Middlesex, HA7 1FW.

Please include your name and contact details, the site or service concerned, the date and time of the issue, the names of any staff involved if known, and what outcome you are seeking.

What happens next

  1. Acknowledgement within 2 working days. We will confirm receipt, give you a reference number and tell you who is handling your complaint.
  2. Investigation. A manager not involved in the original issue will review incident reports, control room logs, CCTV where available and speak to the staff concerned.
  3. Response within 10 working days. We will write to you with our findings, any action taken and, where appropriate, an apology and remedy. If the investigation needs longer we will explain why and give a revised date.
  4. Escalation. If you are not satisfied, ask for a review by a Director within 10 working days of our response. The Director will reply within a further 10 working days and their decision is final within our internal process.

Complaints about licensed staff

Where a complaint concerns the conduct of an SIA licence holder we will consider whether the matter must be reported to the Security Industry Authority. You may also contact the SIA directly at gov.uk/sia.

Learning from complaints

All complaints are logged, reviewed at management meetings and used to improve training and procedures as part of our ISO 9001 quality management system. Making a complaint will never affect the service you receive.