Customer feedback and complaints procedure

We are committed to delivering high-quality work and excellent customer service. If something goes wrong, we want to hear about it so we can put things right quickly and learn from the experience. This procedure explains how you can raise a complaint and what you can expect from us.

How to Make a Complaint

You can contact us in whichever way suits you best:

• By post: Wick House, Westrip, Stroud, Gloucestershire GL6 6EY
• By email: angus@atech-installations.co.uk
• By phone: 07838 369359

If you need help making a complaint—for example due to vulnerability, disability, or language needs— we will provide reasonable support.

What Information We Need

To help us investigate your complaint efficiently, please include:

• Your name and contact details
• A clear description of the issue
• Any relevant dates, photos, or documents
• What outcome you are hoping for

What Happens Next

1. Acknowledgement

We will acknowledge your complaint within 5 working days and confirm:

• Who is handling your complaint
• Our understanding of the issue
• The next steps and expected timescales

2. Investigation

We will carry out a fair and thorough investigation. This may include:

• Reviewing project records and communications
• Inspecting the work (in person or remotely)
• Speaking with staff involved
• Checking relevant technical standards

We aim to provide a full written response within 20 working days. If the issue is complex and we need more time, we will let you know.

3. Our Response

Our final response will explain:

• What we found
• Any corrective actions we will take
• Any goodwill or remedial offers (if appropriate)
• What to do if you remain dissatisfied

If we identify any faults or non-compliance, we will put things right promptly and at no extra cost to you.

If You’re Not Satisfied

If you are unhappy with our final response, you may escalate your complaint to:

• NAPIT — for issues relating to technical standards, certification, or scheme membership
• TrustMark — for work covered under TrustMark registration, including dispute resolution or mediation

We will provide the correct contact details and guidance if escalation is needed.

Alternative Dispute Resolution (ADR)

Where appropriate, we will cooperate with an approved ADR provider recommended by NAPIT or TrustMark. We will participate in good faith and comply with any binding decisions.

Record Keeping

We keep a log of all complaints, including:

• Date received
• Nature of the complaint
• Actions taken
• Outcome
• Lessons learned

Records are kept for at least six years.

Continuous Improvement

We regularly review complaints to identify trends, improve our service, and prevent issues from recurring.