This handbook is designed to give you an understanding on how we run our business, what we expect from our employees, what you can expect from us and everyday general guidelines. This handbook also helps new employees to be inducted into the business, so please ensure that you read the follow pages and sign to say that you have fully understood all of the conditions and agree to abide by them.  

In this handbook you will find:  

1. Our Mission Statement 

2. Your Role within the company 

3. Policy Overview 

4. Grievance Procedures 

5. Disciplinary Procedures 

6. Health & Safety 

7. Basic Responsibilities 

8. Confidentiality  

9. Company Structure 

10. Deal with customer complaints 

11. Our Critical Success Factors 

12. Data Protection – The 8 Principles 

13. Environmental  

 

 

1. Our Mission 

 

We aim to establish Vigilo Security Limited as a leading provider of retail security services. This will be achieved through commitment to the highest level of customer service and value and by empowering our employees to deliver with integrity and professionalism. 

 

2. You’re role within the company 

 

When working for us you are representing the company and the client for which we are working for. We will rely on good communication from you to report directly back to your line manager anything that you can help us improve our service. Whether you are driving a response vehicle or monitoring our sites in the control room, it is imperative that you put the customers requirements above anything else. You will have the opportunity to speak freely to your line managers about any concerns you have and/or ideas you have to help us improve the services that we currently supply. 

 

 

Company Code of Conduct; 

 

You will be expected to adhere to the conditions below: 

   

1. Employees shall recognize at all times that they represent the client and should do in a calm and courteous manner. 

 

2. All employees shall be required to maintain proper standards of appearance and deportment whilst on duty. 

 

3. All employees shall  

 

a. Complete the required tasks promptly and diligently, unless there is due and sufficient cause not to. 

 

b. Remain at their place of work unless permission to leave is given or there is sufficient cause. 

 

c. Remain polite, courteous and well-mannered whilst on assignment, refraining from making rude noises or yawning within the vicinity of staff or public.  

 

d. Ensure that all oral or written statements made by them, of whatever description are true and accurate. 

 

e. Maintain carefully all documents and ensure that any alterations, disposal, or erasure of documents is carried out only with proper authorization. 

 

f. Maintain confidentiality on any matter relating to the employer or his clients either past or present. 

 

g. Maintain a very high level of personal integrity, and scrupulous in accounting for keys, money or property received in connection with the employer’s business. 

 

h. Extend courtesy to persons encountered in the course of work, ensuring that any exercise of authority is only that required in connection with the employer’s business. 

 

i. Ensure that any actions taken by them are such as not to bring discredit on the employer, the client or fellow employees. 

 

j. Wear the employer’s uniform, and use their equipment and identification only with the employer’s authority. 

 

k. Ensure that they are not under the influence of, or consume, alcohol or restricted drugs whilst at work. 

 

l. Immediately notify any conviction for criminal or motoring offence to the employer. 

 

m. Not allowed unauthorized access to client’s premises. 

 

n. Ensure that they use employer’s equipment or facilities only with authorization. 

 

o. Not fraternize with customers, friends or relations whilst on duty. 

 

p. Never abuse their position of authority and immediately report any incident or involvement with the police that could affect their continued employment as a door supervisor. 

 

q. Wear the SIA licence prominently on the outside of their clothing 

 

r. To refuse access to anyone whose presence at the event might render the designated premises supervisor subject to prosecution. 

 

s. To ensure that consent is obtained from each customer in front of a witnesses prior to any search taking place, if personal searches are required as a condition of entry 

 

t. Not to search individuals of the opposite sex and to ensure that any items seized are dealt with strictly in accordance with the licensed premises or events policy. 

 

u. To maintain good order on the licensed premises or event and to ensure the safety of the public by awareness of fire and emergency equipment and evacuation procedures. 

 

v. To use tact and diplomacy as the first tool to control any conflict. 

 

w. To use the minimum of force required for the purpose, if tact and diplomacy doesn’t work. 

 

x. To act fairly and not unlawfully discriminate against any person, eg on the grounds of colour, race, religion, or disability and should always be prepared to justify their actions. 

 

y. Assist the emergency services in whatever way they request and ensure they are not obstructed in the execution of their duties. 

 

z. Be aware of procedures for informing the management and public of an emergency, for taking immediate action and for alerting the emergency services. 

3. POLICY OVERVIEW 

 

Vigilo’s policies are detailed in a separate policy document which issued to new employees after successful application. The policy document is also available online at; varyapp.co.uk 

 

6. GRIEVANCE PROCEDURE 

 

In the case where an employee has a query or complaint regarding their employment or a work issue; the procedure which must be adhered to is as follows: 

 

Informal 

 

Evidence suggests that where possible grievances are best dealt with in an informal manner first. If the employee feels this is possible then it is suggested that the employee approaches his/her Line Manager to deal with the problem. However, if your Line Manager does not respond satisfactory then the formal Grievance Procedure is recommended as outlined below: 

 

Step 1. 

   

Initially the employee must approach his/her Line Manager and report full details of the problem in writing. The Line Manager will respond within three working days. 

 

If the employee fails to get a satisfactory reply then proceed to step 2, or if the reported grievance is caused by the employees’ immediate Line Manager, it is permissible to omit step 1 – then proceed to step 2. 

 

Step 2. 

   

The employee may raise the matter in writing with the next level of Management, who will arrange to hear the grievance as soon as possible. You may, if so desired, be accompanied by a fellow employee at this stage. 

 

This procedure may be repeated to the Managing Director - which shall be the final stage of the grievance procedure and whose decision is final.  

Please Note –  

 

• In cases where the employee feels that he/she is being sexually harassed, by another member of staff, it is important that the Grievance procedure is followed. 

 

• A ‘grievance’ is separate and distinct from an ‘appeal’ against a disciplinary warning. 

 

7. Disciplinary Procedures 

 

  Disciplinary Rules and Procedures 

 

It is important that you read and understand the disciplinary rules and procedures. The object of the companies disciplinary procedures are to give employees the opportunity to improve their behaviour / performance. 

 

VIGILO will attempt to avoid certain disciplinary proceedings where possible in the first instance by means of a counselling form, which will attempt to address any areas where training or otherwise could help improve a situation.  

 

To ensure all staff are fully aware of the companies policies in relation to disciplinary matters they are also outlined below: 

 

  General Principles 

 

No disciplinary action shall be taken until there has been a full investigation into any alleged incident. 

 

At each stage of this procedure you shall have the right to a fair hearing with the opportunity to state your case and to be accompanied by a fellow employee if desired.  

 

The companion at the disciplinary hearing has the following rights:- 

 

A. To confer with you. 

B. To put across your case. 

C. To some up your case. 

D. To respond on your behalf to any view expressed at a hearing.   

 

You should note that your chosen companion does not have a right to:- 

 

E. Answer questions on your behalf. 

F. Address the hearing if you do not wish him to; or 

G. Prevent the employer from explaining its case. 

 

Any warning, verbal or written, will set out the nature of the misconduct, the change in the behaviour required and the likely consequences of further misconduct. 

 

Procedure 

 

1. In the event of a breach of the employer’s rules you will be interviewed at all Stages by management and given the opportunity to state your case. In certain cases (eg involving ‘minor misconduct’) - you may receive an informal verbal warning - further breaches will lead to formal action - as below. 

 

 

 

2. The management reserves the right, to suspend with pay, as a precautionary measure where time is needed to carry out an investigation into any disciplinary issue. 

 

3. If the company feels that there are any extenuating or mitigating circumstances for a sanction short of dismissal (in addition to a final written warning) you may be suspended, without pay, for a period not exceeding two working weeks. 

 

   

Minor Misconduct 

 

If the breach is in the minor misconduct category and the management is satisfied that an offence has occurred the procedure will be as follows: 

 

Stage 1 You will be given a verbal warning. It will be recorded and retained on file for a period of 6 months. 

Stage 2 If there is further misconduct within 6 months you will be given a 1st written warning. It will be recorded and retained on file for a period of 12 months. 

Stage 3 If there is further misconduct within 6 months you will be given a final written warning. It will be recorded and retained on file for a period of 12 months. 

Stage 4 If there is further misconduct within 6 months you will be 

dismissed. 

 

 

  Major Misconduct 

 

If an offence which falls within the major misconduct category is committed and management is satisfied that it has occurred the disciplinary procedure will be invoked at Stage 3. Being that you will receive a final written warning which will contain clear notice that a further offence within 12 months (or remainder of your service) will result in dismissal.  

 

  Gross Misconduct 

 

If you have committed an offence which is regarded as gross misconduct and management is satisfied after investigation that it has occurred, you will be dismissed summarily being without notice and without wages in lieu of notice. 

 

  Disciplinary Rules 

 

The following list shows examples of the type of rules/offences which the company has categorised for each level of misconduct.  

 

This list is not exhaustive and may be varied at the discretion of management. 

 

 

A Minor Misconduct 

 

- Absence/Lateness 

- Failure to comply with Absence Notification and Certification Procedure 

- Careless work and poor effort at work 

- Minor breach of safety/hygiene/security rules 

- Extended tea and meal breaks 

- Failure to maintain a tidy and safe working 

Environment 

  - Misuse of telephone 

- Excessive time away from the job or place of work 

- Use of internet messenger and chat programs and personal use of internet 

- Failure to complete records as instructed 

B Major Misconduct  

 

 

  - Serious neglect of safety/hygiene/security rules 

- Dangerous physical horseplay 

- Accepting gifts from third parties without authorisation 

- 3 or more instances of unauthorised absence or lateness 

- Smoking in prohibited areas – office and cars 

- Consuming, or having in your possession or control - intoxicants or unauthorised substances during working hours 

- Entry into any unauthorised areas 

- Performance of duties below acceptable standards 

- Wilful or excessive wastage of material 

- Unsatisfactory attitude to customers, fellow employees or other persons 

- Use of foul/offensive language or any form of harassment 

- Gambling on the premises 

- Insubordination 

- Displaying flags, emblems, posters or any material of a political, racial, sexual or sectarian nature or the wearing of clothing/ articulation of any songs/slogans likely to give offence 

C Gross Misconduct  

 

   

- Theft (or failing to properly account for missing property or other items) 

- Physically violent or obscene behaviour 

- Leaving your job or place of work without permission or just cause or reason 

- Deliberately ignoring safety/hygiene/security rules and thereby endangering one’s own or another’s physical well-being or safety 

- Failure or refusal to carry out a reasonable work instruction 

 

- Attending for or being in an apparently intoxicated 

state at work, or otherwise unacceptable condition, 

induced by alcohol or unauthorized substances 

- Fraud (accepting bribes and including clocking 

offences) or other falsification of records 

- Unauthorised disclosure of confidential business 

information to a third party 

- Undertaking work in competition with own employer 

or such other activities, without permission, as may affect the proper discharge of your duties 

- Granting unauthorised credit or discount 

- Unauthorised use of property, materials, equipment, 

keys and uniform (including ID cards) or any others systems 

- Having in your possession or control goods or other 

items without proof of purchase or other authority 

- Misuse of CCTV – any misuse of the CCTV 

cameras outside of the clients Assignment Instructions and/or the company CCTV code of practice will result in immediate dismissal as this is a breach of the data protection act. 

- Failure to notify the company of any: 

- criminal conduct or motoring offences 

- indictment for any offence 

- Police Caution 

- Legal Summons 

- Refusal, suspension or withdrawal of your 

SIA  

        License 

- Permitting unauthorised access to a customer’s premises by any person 

 

 

 D Damage to Property, Products / Equipment 

 

Where, following investigation, management is satisfied that employees have caused loss, negligently or otherwise to the company or others, (whether insured or not), they shall be dealt with as follows: 

 

1. Repair, replacement or other costs - recorded verbal warning up to 200 sterling 

 

2. Repair/replacement or other costs - 1st written warning from 200 to 500 sterling  

 

3. Repair/replacement or other costs - final written warning from 500 to 1,500 sterling  

 

4. Repair/replacement or other costs - dismissal 

in excess of 1,500 sterling  

 

Discrimination  

 

Any allegation of discrimination, victimisation or harassment on grounds of sex, marital status, disability, religious beliefs, race or political opinions will be thoroughly investigated and where appropriate will be dealt with under the disciplinary procedure. The disciplinary response will depend upon the nature and seriousness of the incident; and in extreme cases will result in summary dismissal. 

 

  Appeal  

 

If you wish to appeal against any disciplinary action you should do so (in writing) within 5 working days stating your full grounds of appeal. The appeal should be sent to Management who will arrange a hearing to take place within 3 working days of such a request and a decision shall be given (in writing) within 3 working days. 

 

If you raise any new matters in your appeal the company may need to carry out further investigations prior to the appeal hearing. If any new information comes to light the company will provide you with details.   

 

You will have a reasonable opportunity to consider this information before the hearing. 

 

Clarification of any point in this procedure may be obtained from Management. 

 

Disciplinary Levels 

 Informal Verbal Warning - Immediate Line Manager 

 

Recorded Verbal Warning ) 

 First Written Warning ) - Senior Manager 

 Final Written Warning ) 

 Dismissal ) 

 

 Appeals - Director 

 

 

9. Basic Responsibilities 

 

All companies have basic guidelines to follow. We have listed below some of the basic does and don’t which all employees and contractors must abide by: 

 

• Chewing Gum whilst on duty is not allowed 

• Using your mobile phone for personal use whilst on duty is strictly not allowed 

• Lateness/bad punctuality is not acceptable 

• Using petty cash without consent is not allowed 

• Using fuel money for personal use is strictly not allowed 

• Using the office phone for personal use is not allowed 

• Neglecting/damaging any company equipment will charged for personally 

• Complaints – All complaints should be forward/noted to your line manager 

 

 

10. Confidentiality 

 

You are not permitted to disclose any confidential information to which you have access, either during or after your employment. This may include commercial or security information about the Company or its Clients, or any personal information about your colleagues or other employees. 

 

‘Confidential Commercial Information’ includes but is not limited to: 

 

• Names and addresses of Customers and potential Customers. 

• Requirements of Customers and potential Customers 

• Prices charged to Customers and quoted to potential Customers. 

• Business dealings and finances of the Company, its subsidiaries, associated companies and trading partners 

• Know-how, procedures, business methods and systems, and trade secrets of the Company. 

• Personal Data relating to individuals. 

 

‘Confidential Security Information’ includes but is not limited to: 

 

• Specifications, drawings and/or documents relating to Customer’s or the company’s security arrangements. 

• The Company’s methods of providing security services. 

• The design and/or method of operation of security equipment used or supplied by the company or its subsidiary or associate companies. 

• Computer programmes produced by or for the Company. 

 

 

All papers, documents, records etc that you use in the course of your employment are, and remain, the property of the Company. Any such breach of confidence will be regarded as misconduct of a very serious or gross nature and will be dealt with using the appropriate stage of the Disciplinary Procedure. 

 

Where you are no longer employed by the Company, an appropriate legal action may be taken against you and damages sought. 

 

11. Company Structure 

 

Managing Director - Eddie Gilmour   

 

Inam Ul-Haq -  Director

Greg Gilmour - Director

  

Supervisors

  

Security Hosts

 

12. Dealing with Customer Complaints 

 

When a customer contacts your company to complain about a product or service received, it can be a blessing in disguise. For every person who complains, there can be hundreds who do not bother to complain but who also spread negative comments about your company. In situations where customer complaints occur, the complaint must be dealt with immediately and the cause of the complaint rectified. Some companies are not concerned with quality and often ignore complaints or deal with them dishonestly. Seeking customer satisfaction benefits a company in the long run. 

 

Questions you may have include: 

• How should a business deal with a customer complaint? 

• How do non-quality companies deal with complaints? 

• What are the benefits of satisfying complaints? 

 

Dealing with complaints 

When the customer pays for a product or service, it is assumed that the product will work correctly or that the service received is as promised. Ideally, the customer will be satisfied, and there will be no complaints. If there is a problem and the customer complains about it, your company should quickly answer the complaint and solve the customer's problem. This is often done through your company's customer service activity. But also, you need to follow up and improve your business processes to rectify the problem. 

Solve the problem 

You need to immediately answer the complaint and solve the problem. It may be to give money back, exchange a product or do some repair. 

Special bonus 

To make sure the customer is completely satisfied, some companies will provide some special service or a reduced price on another product. This is done to assure the customer will come back for more business. Many retail stores have a generous return policy to satisfy dissatisfied customers. 

Dishonest customers 

Unfortunately, there are dishonest customers who will make false claims to get some bonus. Some people will use a product or piece of clothing and then return it, saying they weren't satisfied. Since it is often difficult to tell if the complaint is valid or not, the company will follow the adage, "The customer is always right." But since some dishonest people repeat their crimes, a better adage is, "The customer is always right... once." 

Price in customer service 

When a company sells a product or a provides a service, part of the pricing should include the cost of servicing a certain percentage of defective products or complaints. 

Rectify problem 

The second thing a company should do upon receiving a complaint is to seek to rectify the problem. 

Although a company hopes not to get complaints, they often can be blessing in disguise. Sometimes problems can be caught and fixed before they cause serious negative feedback or even legal problems. 

It is in the company's best interest to solve any problems and try to make sure that they don't happen again. It is foolish for a company not to use customer complaints to initiate a corrective action. 

 

Not dealing with complaints 

Businesses that don't bother about satisfying their customers usually get more customer complaints. Answering them can, of course, cost the company money. Some companies will try to mollify angry customers but many don't even bother. 

 

 

13. Our Critical Success Factors 

 

FACTORS IMPORTANT FOR OUR BUSINESS OPERATION 

Critical Success Factors (CSF’s) for the Company have been identified in a number of areas. As a matter of course the CSF’s will be reviewed on a quarterly basis. Each of the CSF’s are then divided into “Key Performance Indicators” (KPI) details of which are contained below. 1. Profitable Contracts 

1.1. Cash flow 

1.2. Cash Flow & Sales Forecast 

1.3. Duration of contracts 

 

2. Satisfied Customers 

2.1. Monthly KPI Reports 

2.2. Customer /Consumer complaints received 

2.3. Quarterly meetings 

2.4. Quarterly analysis of customer feedback 

 

3. Satisfied Staff 

3.1. Staff feedback 

3.2. Monthly site visit reports KPI system 

3.3. Unauthorised absence 

3.4. Staff turnover 

3.5. Annual appraisals carried out 

 

4. Health & Safety and Site Incidents  

4.1. Review of Health & Safety incidents 

4.2. Monthly review of site incidents 

 

14 Data Protection – 8 Principals of Data Protection 

1. Personal data shall be processed fairly and lawfully and, in particular, shall not be processed unless – 

(a) at least one of the conditions in Schedule 2 is met, and 

(b) in the case of sensitive personal data, at least one of the conditions in Schedule 3 is also met. 

This is the first data protection principle. In practice, it means that you must: 

• have legitimate grounds for collecting and using the personal data; 

• not use the data in ways that have unjustified adverse effects on the individuals concerned; 

• be transparent about how you intend to use the data, and give individuals appropriate privacy notices when collecting their personal data; 

• handle people’s personal data only in ways they would reasonably expect; and • make sure you do not do anything unlawful with the data. 

 

2. Personal data shall be obtained only for one or more specified and lawful purposes, and shall not be further processed in any manner incompatible with that purpose or those purposes. 

In practice, the second data protection principle means that you must: 

• be clear from the outset about why you are collecting personal data and what you intend to do with it; 

• comply with the Act’s fair processing requirements – including the duty to give privacy notices to individuals when collecting their personal data; 

• comply with what the Act says about notifying the Information Commissioner; and 

• ensure that if you wish to use or disclose the personal data for any purpose that is additional to or different from the originally specified purpose, the new use or disclosure is fair. 

3. Personal data shall be adequate, relevant and not excessive in relation to the purpose or purposes for which they are processed 

 

This is the third data protection principle. In practice, it means you should ensure that: • you hold personal data about an individual that is sufficient for the purpose you are holding it for in relation to that individual; and 

• you do not hold more information than you need for that purpose. 

So you should identify the minimum amount of personal data you need to properly fulfil your purpose. You should hold that much information, but no more. This is part of the practice known as “data minimisation”. 

5. Personal data shall be accurate and, where necessary, kept up to date. 

This is the fourth data protection principle. Although this principle sounds straightforward, the law recognises that it may not be practical to double-check the accuracy of every item of personal data you receive. So the Act makes special provision about the accuracy of information that individuals provide about themselves, or that is obtained from third parties. 

To comply with these provisions you should: 

• take reasonable steps to ensure the accuracy of any personal data you obtain; 

• ensure that the source of any personal data is clear; 

• carefully consider any challenges to the accuracy of information; and • consider whether it is necessary to update the information. 

 

5. Personal data processed for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes 

This is the fifth data protection principle. In practice, it means that you will need to: 

• review the length of time you keep personal data; 

• consider the purpose or purposes you hold the information for in deciding whether (and for how long) to retain it; 

• securely delete information that is no longer needed for this purpose or these purposes; and 

• update, archive or securely delete information if it goes out of date. 

 

6. Personal data shall be processed in accordance with the rights of data subjects under this Act. 

This is the sixth data protection principle, and the rights of individuals that it refers to are: 

• a right of access to a copy of the information comprised in their personal data; • a right to object to processing that is likely to cause or is causing damage or distress; 

• a right to prevent processing for direct marketing; 

• a right to object to decisions being taken by automated means; 

• a right in certain circumstances to have inaccurate personal data rectified, blocked, erased or destroyed; and 

• a right to claim compensation for damages caused by a breach of the Act. 

This section explains these rights, sets out the duties of organisations in this regard and gives examples of good practice. It is divided into six parts, which deal with each of these rights in turn. 

7. Appropriate technical and organisational measures shall be taken against unauthorised or unlawful processing of personal data and against accidental loss or destruction of, or damage to, personal data. 

This is the seventh data protection principle. In practice, it means you must have appropriate security to prevent the personal data you hold being accidentally or deliberately compromised. In particular, you will need to: 

• design and organise your security to fit the nature of the personal data you hold and the harm that may result from a security breach; 

• be clear about who in your organisation is responsible for ensuring information security; 

• make sure you have the right physical and technical security, backed up by robust policies and procedures and reliable, well-trained staff; and 

• be ready to respond to any breach of security swiftly and effectively. 

 

8. Personal data shall not be transferred to a country or territory outside the EEA unless that country or territory ensures an adequate level of protection for the rights and freedoms of data subjects in relation to the processing of personal data. 

This is the eighth data protection principle, but other principles of the Act will also usually be relevant to sending personal data overseas. For example, the first principle (relating to fair and lawful processing) will in most cases require you to inform individuals about disclosures of their personal data to third parties overseas. The seventh principle (concerning information security) will also be relevant to how the information is sent and the necessity to have contracts in place when using subcontractors abroad.