Coordinating with local police and legal authorities
Introduction
Whether you’re working in a supermarket, high street shop, or shopping centre, at some point you will need to deal with the police. This could be following a shoplifting incident, an abusive customer, or even a violent assault.
But here’s the key: how you communicate and coordinate with law enforcement can determine whether the situation escalates or is resolved professionally.
This lesson will help you understand the correct way to engage with police and legal authorities, stay within the law, and act in line with industry standards like BS 7499 and your SIA licence conditions.
What the Law Says
As a licenced security officer, you’re legally expected to:
Act professionally and fairly at all times (SIA Licencing, PSIA 2001)
Cooperate fully with police and emergency services
Accurately document and preserve any evidence you are involved with (BS 7499)
Handle all personal data lawfully (UK GDPR)
Security officers do not have police powers — but under Section 24A of the Police and Criminal Evidence Act (PACE), you may carry out a “citizen’s arrest” for indictable offences, if necessary and reasonable. If you do, you must inform the police immediately and be prepared to explain why your actions were justified.
When and How to Coordinate with Police
You may need to coordinate with police in situations such as:
Theft or attempted theft
Verbal abuse or threats
Assault or violence
Discovery of illegal items (e.g. knives, drugs)
Breach of banning orders or court-issued conditions
Steps to follow:
Secure the Scene
Keep the area safe and preserve any evidence (e.g. CCTV, items left behind).Inform Store Management
Let the shift leader or store manager know before contacting police, unless it’s an emergency.Call the Police Professionally
Provide concise, accurate information. Use the ABC approach:Activity – what happened
Behaviour – suspect’s actions
Circumstances – location, time, risk
Support the Police, Don’t Take Over
Guide them to CCTV footage, provide your report, and step back unless asked to assist.Avoid Conflict or Over-Explaining
Stick to the facts. Avoid sharing personal opinions or speculations unless asked.
Real-World Example
Scenario:
You witness a male customer slip three bottles of alcohol into a backpack. He bypasses the tills and tries to exit. You approach, identify yourself, and detain him. He becomes verbally aggressive.
Action Taken:
You radio for support, detain him safely, and inform store management. You call 999 and use the ABC format to report. When police arrive, you provide your written report and CCTV footage, remaining calm and factual throughout.
Result:
The offender is arrested. Your report supports a successful prosecution.
Pro Tips for Better Coordination
Stay calm – even if the suspect or situation is chaotic.
Don’t speak for others – Only provide information you’re directly involved with.
Keep a professional tone – No slang or emotional language.
Have your SIA badge visible when interacting with officers.
Preserve evidence – bag any items and note exact times for CCTV footage.
Industry Standards You Must Follow
| Law/Standard | Your Responsibility |
|---|---|
| SIA Licencing (PSIA 2001) | Cooperate professionally with police and act within your licence authority. |
| BS 7499 | Follow recognised procedures when dealing with police and incidents. |
| NSI Codes of Practice | Maintain high standards when liaising with law enforcement. |
| GDPR (UK) | Share personal data (like CCTV or statements) only with lawful basis. |
| PACE 1984 | Understand your limits when detaining or handing over suspects. |
Consequences of Poor Coordination
If you fail to engage correctly with police:
The suspect could be released without charge
Your evidence may be deemed inadmissible
You or your employer could face legal or reputational damage
Your SIA licence may be at risk if you’re found to have acted unlawfully
Did You Know?
In a 2023 Home Office report, over 60% of failed retail prosecutions cited poor-quality statements or lack of evidence as contributing factors.
Security officers are often the first and most consistent witnesses to an incident — your cooperation is critical.
