Complaints Process

Complaints against work undertaken by APHC Members

The APHC complaints process is only available to customers who have had work undertaken by an APHC member firm.

1. First action in the event of a complaint

In the event that you are dissatisfied with the work undertaken by an APHC member your first action should be to raise the matter in writing with the member firm, in order to provide them with the opportunity to fully consider your complaint.

2. If your complaint remains unresolved

If you feel that your complaint has not been adequately dealt with by the APHC member firm as a result of submitting your complaint, then we operate an independent dispute and conciliation process aimed at resolving your complaint. All complaints must be submitted to APHC on our complaint notification form and any supporting evidence must be provided with this form including quotation/ estimate details, detail of contact with the member firm etc. Copies of the complaint notification form can be obtained by contacting us on 0121 711 5030 or info@aphc.co.uk

3. Details of complaints that we will investigate

APHC will investigate complaints under its complaints process relating to the following –

  • Installation defects where a lack of technical competence shown by the installation business is an issue (please note that we are not able to deal with complaints relating to product defects that are outside the manufacturer warranty period)
  • Disputes of a contractual nature between contractor and client (please note that APHC is not able to provide comment on the price or cost of work undertaken)

4. The complaint investigation process

On receipt of your complaint notification form together with any supporting evidence we will review the complaint details forwarded and undertake a fair and balanced investigation. In progressing the complaint we may seek feedback from the member firm on the details of the complaint forwarded and where necessary we may require to undertake a technical inspection of the work undertaken. Should a technical inspection be necessary a mutually convenient date will be agreed with you in advance and we may require a representative of the member firm in attendance. Please note that this inspection is only to observe and report findings, no adjustment or alteration of work will take place and the inspection does not constitute a system safety check.

On completion of the complaint investigation process we will communicate our findings and proposed actions to resolve the complaint to both parties. 

5. If the complaint reveals defective work

Should our complaint findings indicate defective work then we will issue a notice to the member firm to carry out remedial work within a fixed timescale (please note that we can only instruct the member firm to carry out remedial work, should you wish for them not to undertake this work then the complaint cannot be progressed further). If the work is carried out by an APHC competent persons scheme member, in the event that the member fails to respond to a notice to undertake rectification work arising from a complaint then the Financial Protection Scheme may assist with rectifying the work.

In the event that our complaint investigation reveals deficiencies in relation to non-compliance with regulations or safety, or the member firm fails to carry out requested remedial work following our complaint investigation then disciplinary action will be progressed against the member firm. Such action could include expulsion from membership.

6. What if I do not agree with the APHC findings

In the event that you do not agree with the APHC investigation findings then a right of appeal will be offered to you. An appeal can be made on an APHC decision by forwarding written grounds for the appeal within 14 days of our decision being made to the Certification Manager, APHC, 12 The Pavilions, Cranmore Drive, Solihull, B90 4SB. The appeal will be independently considered and the findings of the appeal panel communicated to you, the findings of the appeal panel will be final.

Complaints against APHC services

In the event that you are dissatisfied with the services provided by APHC, we have a formal complaints procedure designed to review your complaint and if necessary amend our procedures accordingly. 

1. First action in the event of a complaint

If you wish to make a formal complaint about our services then complaints should normally be made in writing please contact us on 0121 711 5030 or info@aphc.co.uk in order to obtain a copy of our complaints form. You should complete the form fully and provide any supporting evidence, then return it to the Quality Manager, APHC, 12 The Pavilions, Cranmore Drive, Solihull, B90 4SB.

Following receipt of your complaint the Quality Manager will carry out an investigation and report back to you on the findings. Any necessary corrective actions will be identified and if necessary changes to our procedures will be made.

2. What if I do not agree with the APHC findings

In the event that you do not agree with the APHC investigation findings then a right of appeal will be offered to you. An appeal can be made on an APHC decision by forwarding written grounds for the appeal within 14 days of our decision being made to the Chief Executive Officer, APHC, 12 The Pavilions, Cranmore Drive, Solihull, B90 4SB. The appeal will be independently considered and the findings of the appeal panel communicated to you, the findings of the appeal panel will be final.