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Step 2: Taking your complaint further We hope that we deal with your complaint efficiently enough that you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint in writing to the Head Office of Secure-Ops, explaining the details, explaining what you think went wrong and what you feel would put things right. If you are not comfortable about writing a letter, you can always ask a member of staff to take notes of your complaint. Once the Manager receives a written complaint, we will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within five working days of receiving it and the letter will say when you can expect a full response.
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