Grievance mechanism procedure


1. Purpose

The purpose of this policy is to outline the procedures and guidelines for handling grievances within the framework of the International Code of Conduct for Private Security Providers (ICoC).

This policy covers the implementation of Article 66 and Article 67 of the Code, which relate to the establishment of an effective and transparent grievance mechanism.

2. Scope

This policy applies to all private security providers (PSPs) and their personnel who are signatories to the ICoC. It covers grievances raised by individuals or entities affected by the activities of PSPs, including clients, employees, contractors, and local communities.

3. Definitions

a. Grievance: A concern, complaint, or dispute raised by an affected party regarding the behavior, actions, or impacts of a PSP or its personnel.

b. Grievance Mechanism: A formal process established to receive, assess, and address grievances in a fair, timely, and accountable manner.

4. Principles

The grievance mechanism procedures shall be guided by the following principles:

a. Accessibility: The mechanism should be accessible to all affected parties, irrespective of their status, location, or capacity to engage.

b. Transparency: The process should be transparent, ensuring that all parties understand the steps involved, relevant timelines, and the mechanisms for information sharing.

c. Fairness: Grievances will be handled impartially, with due consideration given to the rights and interests of all parties involved.

d. Accountability: PSPs will be held accountable for their actions, and appropriate measures will be taken to address grievances and prevent future incidents.

e. Confidentiality: Confidentiality will be maintained throughout the grievance process, as far as it does not hinder the effective resolution of the issue.

5. Establishment of the Grievance Mechanism

a. PSPs shall establish and maintain an independent and effective grievance mechanism in accordance with Article 66 of the ICoC.

b. The mechanism should be adequately resourced, staffed, and accessible to all affected parties. c. PSPs should provide clear information to all stakeholders about the existence and functions of the grievance mechanism.

6. Submission and Receipt of Grievances

a. PSPs shall establish multiple channels for the submission of grievances, including written forms, email, helpline, or in-person submissions.

b. Upon receipt of a grievance, the PSP shall acknowledge receipt promptly and provide the complainant with information about the subsequent steps and estimated timelines.

7. Grievance Assessment and Investigation

a. The PSP shall conduct a fair and thorough assessment of the grievance to determine its validity and relevance to the ICoC.

b. If the grievance is deemed valid, the PSP will initiate an investigation to gather all necessary information and evidence to resolve the issue.

c. The investigation should be conducted by qualified personnel who are independent of the subject matter of the grievance and impartial in their judgment.

8. Grievance Resolution and Redress

a. The PSP shall aim to resolve grievances through dialogue, negotiation, and consensus whenever possible.

b. The resolution may involve remedial actions, compensation, changes in policies or procedures, or other appropriate measures to address the impacts of the grievance.

c. The PSP shall communicate the resolution to the complainant promptly and provide them with information on any actions taken as a result.

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Complaints / Grievance and Appeals Mechanism

A complaint or a grievance is an expression of dissatisfaction concerning Axien Services Limited’s (ASL) product, services or behaviour.

ASL take all complaints extremely seriously and all staff are trained and committed to rectify any problem as soon as it is brought to their attention.

It is recognised that a customer or individual who has a complaint dealt with to their complete satisfaction is likely to become a repeat customer. Therefore, we ask that if you are dissatisfied with the service, or conduct you have received or witnessed, that

you bring this to our attention as soon as possible by speaking nearest representative of ASL in the first instance.

Should this fail to provide you with a satisfactory resolution, or you feel it is inappropriate to address your complaint to that individual, then please contact the ASL Director,

Mr. Darren Hession via one of the following options:

Call: + 44 (0) 7801 576 199

E-mail: [email protected]

Write to: 

Mr. Darren Hession,
Axien Security Limited,
25 The Crescent, Plymouth,
Devon, PL1 3AD.

When you contact us, please give us your full name, contact details, and include a daytime telephone number along with:

ASL ask that you raise your complaint as soon as possible after the event so that we have the opportunity to investigate fully while the facts and recollections of the event are timely and can be recalled with accuracy.

The Directors will investigate your complaint and respond to you within five (5) working days.

Appealing after an initial complaint has been raised

In the unlikely event that you remain unhappy after your complaint has been investigated and a decision reached then you may escalate your complaint to our other Director. Please include any further items for consideration and state clearly why you remain unhappy with the decision taken so far. The alternative Director will investigate in full and respond to you within (5) working days.

The alternative Director, Mr David Parker, can be contacted on:

Call: +44 (0) 7919 350 750

E-mail: [email protected]

Write to:

Mr. David Parker,
Axien Security Limited,
25 The Crescent, Plymouth,
Devon, PL1 3AD.

This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure and your complaint refers to services you have received relating to your course and achieving your qualification then please contact the International Code of Conduct Association (ISCoCA) and their complaint policy can be located on their website:

Should you address your complaint and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator. A representative of ASL will be able to offer you guidance on the appropriate regulator in each instance and provide contact details.

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Contact one of our security experts.

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