MetroPolitan Security

In Metropolitan Security, we believe to maintain good employee relations as well as providing a mechanism whereby workplace issues can be raised and addressed by implementing the grievance procedure in line with the International Code of Conduct for private security companies, which is one of the tools that set out the ways in which certain actions concerning people should be carried out by the management, employees or other third parties.

The policy is designed to ensure that good practice exists in all of departments and processes of Metropolitan Security in handling grievance issues, in accordance with ICoCA, legislation and Company regulations, and ISO 9001:2015 & ISO 18788:2015 requirements

1. Who can complain?

Anyone of the employees and/or third parties such as contractors, suppliers or any other person who feels she/he has been harmed by our operations, which engaged with the Metropolitan Security.

2- In which cases can you make a complaint?

  • In case of improper and/or illegal conduct, including such acts or omissions that would violate the principles contained in the International Code of Conduct Association (ICoCA).
  • In case of, you feel you are being harmed bullied, harassed or victimized by our operations.
  • Third parties may be affected by Metropolitan Security’s actions in the following ways, In case of:
  • Verbal abuse, personal injury and death.
  • Violation of human rights.
  • Damage to property and material or financial loss.
  • Excessive use of force.
  • Environmental damage.

3. Process:

Complaints can be registered on by making a call on the hotline number: 00961 1 702000 to contact MS team member to explain your complaint. MS team member will provide you with a reference number of your complaint and then will contact you back for more information and inform you by the process which will be taken to resolve the complaint.

Those wishing to register a complaint should send an email to This email address is being protected from spambots. You need JavaScript enabled to view it., giving as much information as possible of the circumstances surrounding Metropolitan Security’s alleged malpractice.

Calls or/and emails can be anonymous, and every reasonable effort will be made to protect the identity of the caller.

Metropolitan Security pledges to:

  • Take grievances seriously and all allegations will be investigated promptly and impartially and with due consideration to confidentiality by the committee at Metropolitan Security.
  • Facilitate the reporting of improper or illegal conduct, or a violation of ICoCA Code, that has occurred or is about to occur.
  • Maintain confidential records will be kept of all appropriate documentation generated during the stages of the formal process about any such allegations, findings or disciplinary measures.
  • Give the right for the complainants to appeal against a decision makes by the responsible manager in respect of a grievance raised by a complainer.
  • Aim to deal with all grievances promptly and impartially, and to make all reasonable efforts to achieve a satisfactory outcome.