WRL are committed to providing a high-quality service.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to an independent legal advisor.

WRL views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Our policy is:

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at WRL knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • investigate allegations promptly, impartially and with due consideration to confidentiality;
  • keep records about any such allegations, findings or disciplinary measures. Except where prohibited or protected by applicable law, such records should be made available to a Competent Authority on request;
  • cooperate with official investigations, and not participate in or tolerate from their Personnel, the impeding of witnesses, testimony or investigations;
  • take appropriate disciplinary action, which could include termination of employment in case of a finding of such violations or unlawful behaviour;
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired
  • To gather information which helps us to improve what we do

Definition of a Complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of WRL and its conduct.

WRL is a signatory to the ICoC (“The Code” www.icoca.ch/en/the_icoc )and as such encourages our personnel and any third parties to report allegations of improper and illegal conduct via the WRL Complaints Process, including such acts or omissions that would violate the principals contained in the Code, not only relating to employment and product quality but also, and above all, to human rights violation issues, including on salary and promotion of employees.

The Company will not tolerate direct or indirect discrimination against any person on grounds of age, disability, gender / gender reassignment, marriage / civil partnership, pregnancy / maternity, race, religion or belief, sex, or sexual orientation whether in the field of recruitment, terms and conditions of employment, career progression, training, transfer or dismissal.

Complaints can be made from anyone including, but not limited to, personnel, subcontractors, clients and third parties, for instance individuals or communities that live or carry out economical activities in the area where WRL operates or comes into contact with WRL as part of its operations.

A complaint can be received verbally, by phone, by email (to office@watchwood.com) or in writing.

This policy does not generally cover complaints from staff or contractors, who should use WRL’s Discipline and Grievance policies found in the relevant handbooks unless there is an issue of anonymity or confidence.

Confidentiality & Whistleblowing

All complaints will be handled with due consideration to confidentiality. All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Anyone who reports wrongdoings in good faith will be provided protection against any retaliation for making such reports, such as shielding them from unwarranted or otherwise inappropriate disciplinary measures, and that matters raised are examined and acted upon without undue delay.


Overall responsibility for this policy and its implementation lies with the the management committee

What Happens Next?

  1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of the procedure.
  2. We will then investigate your complaint. This will normally involve passing your complaint to our client care manager (CCM), who will review your matter file and speak to the member of staff who dealt with you.
  3. The CCM will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
  4. Within three days of the meeting, the CCM will write to you to confirm what took place and any solutions s/he has agreed with you.
  5. If you do not want a meeting or it is not possible, the CCM will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for an appropriate alternative such as review by another manager or mediator to review the decision.
  7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  8. If you are still not satisfied, you can then contact an independent legal advisor about your complaint.


Who are we?

Watchwood was incorporated in the UK 1998, and has remained an independent company. Since this time the company has evolved to become one of the most respected names in the security industry. Headquartered close to London’s iconic Shard building, in the heart of the capital, the business is continuously growing and evolving to meet the challenges of an ever-changing global landscape. To this day, all Watchwood projects are personally overseen and managed by the senior management team.

Need expert security advice you can trust?

We will be pleased to arrange a confidential consultation anywhere in the world.

Contact Us