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Complaints

Complaints Policy

How to raise a complaint about our services and what you can expect from us.

Complaints overview

Response targets and how to reach us about a complaint — use the form opposite to submit details.

Last reviewed: 22 April 2026. Next review due: 22 April 2027.

Complaint form

Send us the details of your complaint here. We will acknowledge receipt within 2 working days. For general business enquiries (not complaints), use our contact page.

Last reviewed: 22 April 2026. Next review due: 22 April 2027.

KBG Security Solutions Ltd takes all complaints seriously. If you are dissatisfied with any aspect of our services, please contact us in writing at info@kbgsecurity.co.uk or by post to 85a High Street, West Bromwich, West Midlands, B70 6NZ. We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days. If you remain dissatisfied, you may contact the Security Industry Authority (SIA) at SIA Register of Approved Contractors.

How to Complain

What Happens Next

We log each complaint, acknowledge it within 2 working days, investigate the issue, and aim to provide a full response within 10 working days. If more time is needed, we will explain why and provide an updated timeframe.

Escalation

If you are not satisfied with our response, you may ask for the complaint to be escalated to senior management. Licensing-related complaints may also be referred to the Security Industry Authority.

Records

Complaint records are retained for at least 3 years to support monitoring, audit, and continuous improvement.

Complaints FAQ

Complaints FAQs

Quick answers about raising a complaint with KBG Security Solutions.

How do I raise a complaint about KBG?

Use the complaint form on this page, email info@kbgsecurity.co.uk, phone 0845 388 0348, or write to 85a High Street, West Bromwich, West Midlands, B70 6NZ.

How long will you take to respond?

We acknowledge complaints within 2 working days and aim for a full response within 10 working days. If more time is needed we'll explain why and confirm a new timescale.

Can I escalate a complaint to the SIA?

For licensing-related matters, yes. If you remain dissatisfied after our internal process you can contact the Security Industry Authority and refer to the Register of Approved Contractors.

Do you keep complaint records?

Yes. Complaint records are retained for a minimum of 3 years to support monitoring, audit, and continuous improvement under our ACS accreditation.

Will raising a complaint affect my contract?

No. KBG treats all complaints as an opportunity to improve. Raising a concern does not affect standing, pricing, or service levels — we'd rather know about an issue and fix it.