Handling Complaints as a Security Guard: Professional Best Practices
Stay Calm and Professional
When someone threatens to complain or confronts you directly, your immediate reaction matters. Resist the urge to become defensive, argumentative, or dismissive. Take a breath, maintain a neutral tone, and listen. Even if you believe the complaint is unfounded, responding with anger or sarcasm will only strengthen their case against you. Remember: your professionalism in that moment becomes part of the record.
Document Everything Immediately
The moment a situation seems like it might generate a complaint, start documenting. Write down exactly what happened, including times, locations, who was present, what was said, and what actions you took. Be factual and objective—avoid emotional language or assumptions about the other person's motives. If there were witnesses, note their names and contact information. Security footage, radio logs, and incident reports become your best defense, so ensure everything is properly recorded and secured.
Report It First
Don't wait for a complaint to reach your supervisor through other channels. As soon as possible, inform your supervisor or manager about the incident, even if you're not certain a formal complaint will be filed. Proactively reporting shows integrity and allows your employer to hear your version first. This also prevents the appearance that you were trying to hide something.
Know Your Policies and Follow Them
Familiarize yourself with your company's complaint procedures and follow them precisely. If your employer has specific forms or reporting requirements, use them. Understanding the process helps you navigate it confidently and ensures you don't inadvertently make procedural mistakes that could complicate your situation.
Separate Justified from Unjustified Complaints
Be honest with yourself. If you made a mistake—lost your temper, misunderstood a situation, or applied rules incorrectly—acknowledge it internally and learn from it. Taking responsibility for genuine errors demonstrates professionalism. However, if you followed proper procedures and the complaint stems from someone simply not liking being told "no," stand firm in your actions while remaining respectful.
Avoid Contact with the Complainant
Once a formal complaint is filed, don't attempt to contact the person who complained to explain yourself, apologize, or convince them to withdraw it. This can be perceived as intimidation or harassment and will make things worse. Let the official process handle the situation.
Seek Support When Needed
Serious complaints can be stressful. Don't hesitate to talk with trusted colleagues, a union representative if available, or a mentor who understands security work. If you feel a complaint is being handled unfairly, know your rights and consider seeking appropriate representation.
Learn and Adapt
Every complaint, even unfair ones, offers insight. After resolution, reflect on what happened. Could you have communicated differently? De-escalated more effectively? Were you following best practices, or had you developed bad habits? Use complaints as opportunities for professional growth.
The reality of security work is that you'll occasionally face complaints simply because you're doing your job. By handling them with professionalism, thorough documentation, and honest self-reflection, you protect both your career and your reputation while continuing to serve effectively.