Legal & Compliance
Complaints Procedure
Our commitment
VIP Protection Services is committed to providing a professional, discreet and high-quality service to all clients. We take all complaints seriously and aim to resolve them promptly, fairly and confidentially.
This procedure sets out how to raise a complaint, how we will handle it and the timescales you can expect.
How to raise a complaint
If you are dissatisfied with any aspect of our service, please contact us in the first instance by:
- Email: enquiries.vip.protection.service@mail.com
- Telephone: 020 3488 5714 (available 24/7)
- In writing to our registered address
Please provide your name, contact details, a clear description of your complaint and any relevant dates or reference numbers. All complaints are treated in strict confidence.
How we handle complaints
- Acknowledgement: We will acknowledge receipt of your complaint within 2 working days.
- Investigation: Your complaint will be investigated by a senior member of our management team who was not directly involved in the matter complained of. We may contact you for further information during this stage.
- Response: We aim to provide a full written response within 10 working days of acknowledging your complaint. If the investigation requires more time, we will notify you and provide an updated timescale.
- Resolution: Where a complaint is upheld, we will explain what went wrong, apologise and set out the steps we will take to put things right and prevent recurrence.
Escalation
If you are not satisfied with our response, you may request that your complaint be reviewed by a director of VIP Protection Services. Please state clearly that you wish to escalate your complaint and the reasons why you remain dissatisfied.
We will acknowledge your escalation within 2 working days and provide a final response within 15 working days.
Confidentiality
All complaints are handled in strict confidence. Information about your complaint will only be shared with those within VIP Protection Services who need to know in order to investigate and resolve it.
Review
This procedure is reviewed annually and updated as necessary.
Last reviewed: October 2026