ALLIANCE OF PROFESSIONAL WINDOW FABRICATORS

Complaints Procedure

Making a Complaint

(a) A complaint is any allegation of:-

(i) breach of the Alliance of Professional Window Fabricators Limited's code of conduct or
(ii) any other inappropriate conduct on the part of a member of the Alliance prejudicial to the Alliance or its members or likely to bring them into disrepute.

(b) A complaint may be made by a client of any member of the Alliance or by a Principal member or Associate member of the Alliance against another.

(b) The person and/or organisation against whom the complaint is made must be named and be a member of the Alliance at the time of the complaint being made.

(c) The complaint must be made in writing.

Complaints that do not meet the criteria above will not be heard.

What will happen next?

1. We will send you a letter acknowledging receipt of your complaint within 7 days of receiving it, enclosing a copy of this procedure. We may ask you to confirm or explain details of your complaint.

2. We will then investigate your complaint. This will normally involve passing your complaint to one of the Principal members, who will review your matter file and speak to the Alliance member concerned and investigate the matter in full.

3. The Alliance will write to the member concerned with details of the complaint asking for comments on the allegations made. The member will be asked to respond within 14 days.

4. The Alliance will collate all information gathered and will send you a detailed written reply to your complaint, including its suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

5. At this stage, if you are still not satisfied, you should contact us again and we will arrange for another Principal member or Member of the Alliance unconnected with the matter or at the Alliance's discretion an independent expert or mediator to review the Alliance's decision.

6. We will write to you within 7 days of the end of the review confirming our final position on your complaint and explaining our reasons.

7. If we have to change any of the time scales above we will let you know and explain why.

A party wishing to make a complaint to the Alliance about a member should in the first instance write to:

Mr D. Williams
Alliance of Professional Window Fabricators
Rochester House
275 Baddow Road
Chelmsford
Essex
CM2 7QA