Complaints Handling Policy

While we hope you do not have any reason to complain, if you’re not completely happy about something we would like to hear about it.

We will accept complaints by:
1. Letter;
2. Email;
3. Telephone or;
4. In person;

Once we have received your complaint we will:
1. Identify receipt of a complaint;
2. Give notice to you that the complaint has been received;
3. Confirm that the complaint will be investigated and that;
4. It will result in you receiving a substantive responsive;

AMA Ltd’s Complaints Officer (who will manage the handling of your complaint) is:
Michelle Beggs on
AMA Ltd, Devonshire House, Manor Way, Borehamwood, Herts. WD61QQ

Any complaint:
1. Must be made within 6 months of the cause of the complaint arising;
2. Will be acknowledged by AMA Ltd within 5 working days; and
3. Within 4 weeks we will aim to have offered either;
(i). A final response; or
(ii). A holding response ( with a further substantive response within 8 weeks from the initial receipt of complaint).

In any event within 8 weeks of receipt of the initial complaint:
1. There must be a final response; or
2. An explanation for the delay and an indication of when a substantive response can be expected; and

1. This must be offered where appropriate;
2. Redress will not necessarily be financial compensation – it could be an apology or an offer to redo any work where possible.

The complaints handling procedure will be complete when:

AMA Ltd have shared our findings and final response has been delivered to you.

If you still remain unhappy:
You reserve the right to have your complaint heard by the Financial Ombudsman Service if you remain dissatisfied with our conclusion to your complaint. You can refer your complaint to the Financial Ombudsman Service at any time however the Financial Ombudsman Service will only commence their investigations once we have had the opportunity to investigate the complaint and issue our final response. The Financial Ombudsman Service rules state we have 8 weeks to investigate customer complaints however we aim to conclude our investigations much sooner than this. Should you wish to escalate your complaint to the Financial Ombudsman Service you can contact them using the below details:

Financial Ombudsman Service
Exchange Tower, Harbour Exchange Square,
Isle of Dogs, London,
E14 9SR
Web address:
Phone :0800 023 4567
(Lines are open Monday to Friday, 8:00am – 8:00pm , Sat 9.00am -1pm