4 Site Security is fully committed to positive progression and, to support this, we regularly benchmark our activities with internal and external audits. This helps us celebrate our successes and, wherever we need to, to learn, grow and develop as a business.

We believe that this builds a strong foundation and future. It enables us to stand out as a supplier of choice. It demonstrates our dedication to acting responsibly and with integrity as a customer-focused business with continuously improving working practices.

For 4 Site Security, complaints are a real opportunity to foster positive and honest interaction and to contribute to our values of Trust and Excellence.

Our Compliance Officer Charlotte King explains: “We understand that it’s important to listen. We deal with customer issues openly, honestly and transparently as they happen and regularly look at customer feedback/complaints to examine trends, to learn and improve year-on-year, and to anticipate and avoid similar future issues happening.

Last year, complaint management improvement meant that, from raising the complaint through investigation and verification of corrective action, the 24 complaints raised from customer sites took an average of ten days to close, to the satisfaction of the customer, with 56% of the complaints being completed in less than four days.

The majority of complaints resulted from communication of small instructions and, in response to this, we launched the 4 Site Hub where full team reminders reduce the chance of instruction updates being overlooked.

Our analysis doesn’t just cover statistics. It reveals a real willingness to work in support of our company values. No complaints received involved repeats which clearly demonstrates how committed our officers are to improving service delivery.”