Our definition of a complaint is: any concern raised either formally or informally about any aspect of our service delivery. Complaints may be logged through our website, email or telephone call with our Operations Team.

K9 Protection will welcome complaints from our clients, consumers, and other stakeholders and will treat each complaint as a learning opportunity which improves our future service-delivery. 

All complaints will be:

• Treated without prejudice and without affecting any working relationship
• Logged within our GMS system as soon as they are received and acknowledged to the complainant within one working day.
• Handled by an independent party within the business to allow for impartiality where one exists. Where it is not possible to handle a complaint with an independent party, the complaint will be handled by two members of our senior management team to ensure objectivity. This will be made transparent to the complainant.
• Investigated thoroughly and confidentially (providing no overriding reason for disclosure exists, specifically in line with the company safeguarding policy or criminal activity)

When a complaint is initiated, we will to work to a timeline in which no less than 90% of complaints are fully investigated and have action plans in place to prevent repetition no more than fourteen working days from the point of logging.

Where there are complexities or nuances involved in a specific complaint which prevent it being resolved within the aforementioned timeline, we will communicate with the complainant and ensure they are fully appraised of the status of their complaint.

Complaint Review

All complaints will be reviewed at the management review meeting following both the raising and the resolution of the complaint. Trends and further opportunities for improvement will be discussed and where applicable, implemented.

The effectiveness of our complaints process will be assessed by:

• Logging as a critical success factor the number of complaints resolved within the timeline agreed.
• Informing complainants of the outcome of their complaint and ensuring  that they are satisfied with the outcome.
• Where a complainant is not satisfied with the outcome of a complaint, they will have the opportunity for it to be passed to our Operations Director for a final review to be made where any outcome may be amended. If the Operations Director stands by the decision made, the complaint will be closed as “unsatisfied”

Complaint Publication

The outcome of an individual complaint will be made available to the original complainant and may be made available on demand as part of a third-party audit.

Statistical details on complaints received and resolved will be published on our website where this will be broken down by the top-line business sector; for example, Guarding, Keyholding, Hardware Faults etc.

v1, Dated: 01/03/2026. 
The most current version of this policy is available through the K9 Protection Document Management System.