If you have a complaint then you can call us on 0844 892 1025 (8am-8pm), send us an e-mail (info@the-sia.org.uk), or write to us at:

Security Industry Authority
PO Box 1293
Liverpool
L69 1AX

Whichever method you use to contact us, please make sure you tell us about:

• the problem (including what has happened, when it happened, and the background to the problem if you think it is relevant);
• what you have done to try and sort it out; and
• what you want us to do to put things right.

We will do our best to resolve the problem.

If you're dissatisfied with our response...

Please write to us at the address above with the words "FORMAL COMPLAINT" in the subject line, providing details of our response and an explanation of why you are still dissatisfied.

An investigation will be carried out by an appointed officer relevant to the nature of your complaint. We will write to you within 10 working days confirming that:

1. The investigation has been completed and giving details of any proposed action; or
2. The investigation has not been completed, in which case we will explain the reason why and provide a date when a full reply can be expected.

If you're still dissatisfied...

You can ask for your complaint to be reviewed by our Chief Executive. Please write to us at the address above, marking your letter "For the attention of the Chief Executive" and providing copies of our previous responses.

We will review your complaint, taking into account what you have told us and the details of any investigation already carried out.

Our Chief Executive will acknowledge receipt of your request. He will write to you within 20 working days confirming that:

1. The investigation has been completed and giving details of any proposed action; or
2. The investigation has not been completed, in which case he will explain the reason why and provide a date when a full reply can be expected.

Finally...

If you are not satisfied with the response you get from our Chief Executive, you can ask for your complaint to be looked at by the Parliamentary Commissioner for Administration, otherwise known as the Parliamentary Ombudsman.

In fact, you may complain to the Parliamentary Ombudsman at any stage, but s/he will usually expect you to have made full use of our complaints procedure before s/he will consider your case.

You will need to write to an MP about your complaint and ask him or her to refer it to the Parliamentary Ombudsman. Your local library or Citizens Advice Bureau can give you your MP's name. You can also search for their name online by going to www.parliament.uk.

For more information about the Parliamentary Ombudsman please ring their helpline on 0845 015 4033 or visit www.ombudsman.org.uk.

What will be the outcome of your complaint?

We may do one or more of the following:

• apologise to you in writing, on the telephone or in person;
• give you a full explanation of what happened and why;
• take action to put things right;
• review how we do things to make sure the problem does not happen again.