Complaints Policy

Overview

This Complaints Policy explains how you can raise a concern or complaint and how we will handle it fairly and promptly.

What is a complaint?

A complaint is any expression of dissatisfaction relating to our service, workmanship, communication, or conduct.

How to make a complaint

• Email: info@aegconstruction.co.uk
• Write to: Suite D, Bateman Court, Bateman Street, Derby, DE23 8JQ
• Verbally to any member of our team

Our complaints process

• Complaints are logged and acknowledged.
• Investigated by a suitable manager.
• Resolved as quickly as possible.
• Corrective action taken where required.

Timescales

• Acknowledgement within 3 working days.
• Response within 5 working days where possible.

Escalation

If you are not satisfied with our response, your complaint may be escalated internally or referred to an independent body where applicable.

Recording & monitoring

All complaints are recorded and reviewed to improve performance and customer satisfaction.