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Complaints

Complaints procedure.

AMPM Group Limited · Company number 17136810 · Last reviewed 17 July 2026

DRAFT, pending adoption by the Board of AMPM Group Limited. Published for transparency while under review. The adopted, signed version will replace this page; until then it does not form part of any contract.

Application

This procedure is issued by AMPM Group Limited (company number 17136810), registered office at 30-34 North Street, Hailsham, East Sussex BN27 1DW (“the Group”). It covers complaints about the Group itself and sets out how complaints about our operating companies are handled and escalated.

Start with the company that did the work

Works and services are delivered by the operating companies, and each runs its own complaints procedure with named owners and response commitments:

Raising the complaint with the operating company first is almost always the fastest route to a fix: the people who ran the job investigate it directly.

When to come to the Group

Contact the Group directly if:

  • Your complaint is about AMPM Group Limited itself: this website, our people, our conduct as a shareholder or counterparty;
  • You have completed an operating company’s procedure and remain dissatisfied with the outcome; or
  • You believe the issue is systemic: affecting more than one company, or pointing at how the group is run.

How to make a complaint

Please put your complaint in writing so we have a clear record: hello@ampm.co.uk with “Complaint” in the subject line, or by post to Complaints, AMPM Group Limited, Burgess Hill, West Sussex. Include your contact details, the company and work concerned, what happened and when, what you would like us to do to put it right, and copies of any relevant documents.

How we will respond

Acknowledgement — within 3 working days. A named person will confirm receipt and who is handling the matter.

Investigation and full response — within 20 working days. A written response setting out what we found, what action we will take, what we will do to prevent recurrence, and your options if you remain dissatisfied. If a fuller investigation is needed we will keep you informed and confirm a revised date.

Escalated complaints: where an operating company’s procedure has been exhausted: are reviewed by a Group director not previously involved in the matter.

How we learn from complaints

Every complaint reaching Group level is logged, reviewed with the operating company concerned, and reported to the Board where it indicates a systemic issue. Complaints are treated as the most valuable feedback we receive about how the group is actually performing.