Complaints & Customer Feedback Policy
Delta Force Group Ltd - Official complaints handling procedure
1. Policy Statement
Delta Force Group Ltd is committed to providing a high-quality service. We welcome feedback and complaints as an opportunity to improve our Security Guarding and Keyholding services. All complaints will be handled fairly, consistently, promptly and in accordance with this policy.
2. How to Make a Complaint
Complaints/feedback can be submitted by:
Telephone
02080047669Post
Delta Force Group Ltd
31 The Broadway, Rainham
Essex RM13 9YW
Where possible, complainants should provide:
- Name and contact details
- Site/contract location (if applicable)
- Date/time and details of the issue
- Names/roles of persons involved (if known)
- Any supporting evidence (photos, reference numbers)
3. Definitions
Complaint
Any expression of dissatisfaction relating to service delivery, conduct, keyholding response, reporting, communication, safety, or billing.
Feedback
Comments/suggestions (positive or negative) which may not require a formal complaint outcome.
Service Recovery / Containment
Immediate actions taken to protect service delivery and customer confidence.
CAPA
Corrective and Preventive Action raised to remove root cause and prevent recurrence.
4. Roles & Responsibilities
All Staff
Must report complaints immediately to their supervisor/manager and cooperate with investigations.
Supervisor / Operations Manager
Conduct initial review, implement local actions where appropriate, keep records updated.
Operations Director (S. Omair)
Overall accountability for complaint management, reviews investigations/outcomes, ensures CAPA/change control is applied, ensures records are retained and trends reviewed.
5. Logging & Traceability
All complaints and significant feedback will be:
- 1Recorded in the Complaint & Feedback Log
- 2Given a unique reference number
- 3Categorised and prioritised
- 4Assigned to a responsible manager/investigator
Records are maintained electronically (hard copy only where required by client/contract).
6. Priority Classification
Complaints are classified to ensure proportionate response:
P1 (Critical)
Safety risk, key loss/compromise, safeguarding, serious incident, major service failure, reputational/media risk.
P2 (High)
Missed/late keyholding response, repeated Assignment Instructions (AI) non-compliance, repeated incidents, billing dispute affecting service delivery.
P3 (Standard)
Routine service issues, minor conduct issues, communication delays.
7. Acknowledgement & Timescales
Within 7 working days of receipt, we will provide either:
- The full outcome, or
- A progress update with next steps and an estimated completion date (where a longer investigation is required)
8. Immediate Service Recovery (Containment)
For all P1 and P2 complaints (and where appropriate for P3), the responsible manager will decide and record:
- Whether service is at risk
- Immediate actions required (e.g., additional supervision, staff change, increased checks, client updates, lock change if key risk)
- Responsible owner and completion time
Containment actions are recorded in the complaint file and tracked to completion.
9. Investigation
The investigation will be proportionate to severity and may include:
Root Cause Analysis
The default method is 5 Whys (or equivalent where appropriate).
10. Local Resolution vs Escalation
Local Resolution
If the issue can be resolved locally, the Supervisor/Operations Manager will implement and record actions.
Escalation
If it cannot be resolved locally, or the complaint is P1/P2, the Operations Director (S. Omair) will lead or approve the investigation and outcome.
All actions must consider:
- Root cause
- Corrective action (stop recurrence)
- Preventive action (stop similar issues elsewhere)
11. CAPA / Change Control
A CAPA must be raised when:
- The complaint is P1 or P2
- The same type of issue occurs twice within 3 months
- A process failure is identified (e.g., missing checks/logs, training gaps)
- A client requests a corrective action plan
Where changes are required (e.g., AI/SOP updates), they will be managed through Change Control, including:
- Updated documents (version-controlled)
- Staff briefing and sign-off
- Validation checks to confirm the change is effective
13. Outcomes
Outcomes may include:
Apology letter/email
Compensation offer (where applicable)
Repudiation of liability letter
Referral to insurers (where applicable)
14. Closure & Follow-up
A complaint will only be closed when:
- Corrective action completed and recorded
- Preventive action completed where applicable
- Complainant/client informed of the outcome
- Complainant/client confirmation received or no response after two follow-ups (recorded)
For P1/P2 complaints, a follow-up contact is made 7–14 days after closure to confirm satisfaction and record the result.
15. Records, Retention & Confidentiality
Record Keeping
All complaint records are retained securely with restricted access and handled in line with data protection requirements.
Retention period: 3 years
Records Include
- • Complaint log entry
- • Acknowledgement
- • Investigation report & statements
- • Evidence reviewed
- • CAPA/change control references
- • Closure communication & follow-up record
16. Monitoring & Trend Review
The Operations Director reviews complaints/feedback:
- • Monthly (or at least quarterly if volumes are low)
- • For trends, repeat issues, response/closure times, and CAPA status
Findings and actions are recorded in Management Review / performance meetings.