Customer Service
Ward Security Limited endeavours to provide outstanding levels of service to all. It is our intention to ensure that every customer and consumer can expect the highest quality of service and to be treated in a courteous and friendly manner at all times. We maintain a completely focused qualitative approach and as such, has a strong culture of continuous improvement. As a Company, we gear our service for customer delight and are committed to looking after our customers to ensure continued satisfaction. However, we do not hide from the fact that mistakes do happen but it is our belief that it is how the complaint is resolved that has greater significance.
Our Customer Service Pledge
Our Customer Service pledge has been introduced to ensure that all members of the Ward Security Limited team, frontline and non-frontline, act as ambassadors for the Company and complete all tasks effectively whilst ensuring the needs of the customer are met at all times.
We aim to:
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Meet and exceed customers expectations
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Provide the highest quality services to all our customers that is commensurate with their expectations
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Continually improve service quality with well-trained and supportive staff that genuinely feel the need to take care of our customers
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Appreciate and understand that each customer is unique
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Put our Customer’s needs first
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Treat our internal and external customers with courtesy and respect at all times
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Provide qualified and supportive staff available to deal with you directly
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Answer all telephone calls in 3 rings
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Listen and respond in an appropriate manner
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Deal with any issues or queries efficiently, fairly and with integrity
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Provide internal and external customers with relevant written information when requested
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Have a transparent and effective Complaints Management System managed in accordance with BS ISO 10002 Guidelines for Complaints Handling in Organisations.
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Be reliable and flexible where possible to meet your needs
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Be available 24 hours per day, 7 days per week, 365 days per year to deal with your needs
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Our Complaints Management System
Our Internal Complaints Management system has been written in accordance with BS ISO 10002:2004 Guidelines for Complaints Handling in Organisations, thus showing our commitment to dealing with complaints in an innovative and proactive manner.
We have a formal complaints scheme to deal with complaints and concerns regarding the quality of service provided by, or the procedures and systems operated within Ward Security Limited. Our formal complaints scheme may be used by any Customers, staff and other key stakeholders in our business. This procedure should not be used for the reporting of guarding incidents however is applicable to their behaviour or conduct.
Additionally, any complaints regarding our Environmental Management System or our environmental policies are dealt with in accordance with EN ISO 14001:2004.
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Response Timescales
The following timescales have been implemented to ensure all complaints are dealt with effectively and efficiently. If for any reason a complaint will not be completed in the timescales below, the complainant will be informed in writing detailing the delay and expected timescales for completion. If a complaint is raised outside of office hours, these timescales will be applicable for the next working day.
Acknowledgement of receipt of complaint –Immediate
Initial Assessment of Complaint –within 12 hours of receipt
Allocation of Investigation –within 24 hours of receipt
Investigation complete –within 5 working days
Communicating the response and decision made –within 2 working days of the investigation ending
Closing of the Complaint –5 working days after the response/decision has been communicated
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Recognition Scheme
All our stakeholders are important to the continued success of the Company, so we invite any Customer, employee or other person affected directly or indirectly by the business who has had a positive experience to tell us.
In a culture where many are keen to complain, Ward Security Limited firmly believes in recognising good performance when deserved, and as such, invite you to contact me at Head Office on any aspect of our service, your experience and knowledge of Ward Security and our officers that you wish to share.
In Writing:
FAO Samantha Pullen
Associate Director HR
Ward Security Limited
A9–A10 Spectrum Business Centre
Anthony’s Way
Medway City Estate
Rochester
Kent ME2 4NP
By telephone:
Office Hours - 0845 847 6180
Out of Hours - 0845 872 0220
By email:
sam@ward-security.co.uk
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How to Complain
Any Customer, employee or any person affected directly or indirectly by the business may request that a Complaint/Concern Report be raised if they have reason to believe that specified requirements for services, procedures, legislation or systems have not or are not being met.
A Customer or other stakeholder in the business may notify of a complaint via the telephone; email, letter or by clicking here. In the cases of person to person interactive complaint notification, details must be taken by the employee and their notified issue will be dealt with and feedback will be provided of outcomes.
The contact details for notifying complaints are:
In Writing:
FAO Samantha Pullen
Associate Director HR
Ward Security Limited
A9–A10 Spectrum Business Centre
Anthony’s Way
Medway City Estate
Rochester
Kent ME2 4NP
By telephone:
Office Hours 0845 847 6180
Out of Hours 0845 872 0220
By email:
complaints@ward-security.co.uk
For any complaints/concerns or enquiries regarding our Environmental Management or to report an incident:
By email:
environment@ward-security.co.uk
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