Complaints

Complaints procedure.

Last updated 15 July 2026.

Application

This procedure is issued by AMPM Building Services Limited (company number 17225766), registered office Unit 2, Regents Business Centre, Jubilee Road, Burgess Hill, West Sussex RH15 9TL (“AMPM”), an AMPM Group company. It applies to complaints about any works or services delivered by AMPM, including mechanical, electrical and public health (MEPH) works, commercial fit-out and refurbishment, building fabric and envelope works, groundworks and external works, and planned or reactive maintenance.

Our commitment

We take every complaint seriously. We aim to resolve concerns quickly, fairly and transparently — and we treat complaints as the most valuable feedback we receive about how to improve the service.

How to make a complaint

Please put your complaint in writing in the first instance so we have a clear record of what you have raised. You can send it by either of the following routes:

Email: [email protected] with “Complaint” in the subject line.
Post: Complaints, AMPM Building Services Ltd, Unit 2, Regents Business Centre, Jubilee Road, Burgess Hill, West Sussex RH15 9TL.

If you would prefer to discuss the issue verbally first, you can call us on 0330 043 0080 (answered 24 hours a day, 365 days a year). We may ask you to follow up in writing so we have an accurate record.

What to include

To help us investigate quickly, please include:

Your name, contact details and (where applicable) your organisation
The site and the work the complaint relates to
The name(s) of any AMPM staff or sub-contractors involved, if known
A clear description of what happened, when, and why you are unhappy
What you would like us to do to put it right
Copies of any relevant documents (emails, photos, reports)

How we will respond

Acknowledgement — within 3 working days. A named member of the management team will acknowledge receipt and confirm who will be handling the investigation.

Investigation and full response — within 20 working days. We will investigate the complaint and provide a written response setting out:

What we found
What action (if any) we will take
What we will do to prevent recurrence
Your options for further escalation if you remain dissatisfied

If a fuller investigation is needed (for example involving sub-contractors, designers or other third parties) we will keep you informed and confirm a revised response date.

If you are still not satisfied

If you remain dissatisfied with our response, the matter can be escalated to:

A formal review by a Director of AMPM Building Services not previously involved in the matter.
Where the work in question was delivered under an accreditation scheme held at AMPM Group level, escalation to the relevant scheme operator may also be available. We will confirm the applicable scheme and its contact route on request.
Adjudication or other independent dispute resolution under English law, as set out in our Conditions of Engagement. Contracts are subject to the exclusive jurisdiction of the courts of England and Wales.

AMPM Building Services Limited does not hold third-party accreditations in its own name; relevant accreditations are held at AMPM Group level, and AMPM’s own integrated management system aligned to ISO 9001, 14001 and 45001 is in build.

How we learn from complaints

Every complaint is logged in our complaints register, reviewed at the next operational management meeting and discussed at Board level if it indicates a systemic issue. We use the information to improve training, processes and supplier selection.