Policy
Complaints Handling Procedure
AEG Construction Ltd is committed to delivering high standards of service. We recognise that occasionally things may not go as expected and welcome feedback as an opportunity to improve.
Purpose of this procedure
This Complaints Handling Procedure explains how AEG Construction Ltd manages, investigates, and resolves complaints in a fair, transparent, and timely manner.
The procedure applies to all customers, residents, stakeholders, and any party receiving services from AEG Construction Ltd.
What is a complaint?
A complaint is any expression of dissatisfaction about the standard of service, quality of work, behaviour of staff or subcontractors, delays, communication, or any aspect of our service delivery.
How to make a complaint
You can raise a complaint using any of the following methods:
- By email: info@aegconstruction.co.uk
- By post: Suite D, Bateman Court, Bateman Street, Derby, DE23 8JQ
- Verbally to any AEG Construction representative working on your project
Please include your name, address, contact details, and a clear description of the issue.
Stage 1 – Acknowledgement
- All complaints will be acknowledged within 5 working days.
- You will be informed of who is handling your complaint.
- We may contact you to clarify details or request further information.
Stage 2 – Investigation
- Your complaint will be investigated fairly and impartially.
- Relevant staff, supervisors, or subcontractors may be consulted.
- Site visits may be arranged if required.
- We aim to complete investigations within 28 calendar days.
Stage 3 – Response and resolution
Once the investigation is complete, we will provide a written response outlining:
- Our findings
- Any actions taken or proposed
- Timescales for resolution
- Any remedial works or corrective actions
If you are not satisfied
If you remain dissatisfied after receiving our response, you may request escalation for further review by senior management.
Where applicable, you may also be entitled to refer your complaint to an independent dispute resolution body such as TrustMark or the relevant Scheme Administrator.
Record keeping & monitoring
- All complaints are logged and monitored.
- Trends are reviewed to identify areas for improvement.
- Feedback is used to improve service delivery and customer experience.
Our commitment
- We treat all complaints seriously and fairly.
- We aim to resolve issues promptly and professionally.
- Raising a complaint will not affect your statutory or contractual rights.