Aedis

Our Services /Aedis Warranties Ltd – Our Complaint Procedures

Key information and guidance about Aedis Warranties Ltd complaint handling procedures.

General information

Please send your written complaint to:

Nicola Duffy-Smith
Compliance Coordinator

1 Pioneer Court
Morton Palms Business Park
Darlington
DL1 4WD

Email: complaints@aediswarranties.co.uk

All complaints will then be passed to an appropriate Investigating Officer within the firm, or an external third-party if particular expertise is required, for their consideration and response to the complainant.

The process

We investigate all complaints competently, diligently and impartially.

Once a complaint is received, we will review all the facts – obtaining any additional information from the complainant or other sources – and will speak to all individuals involved.

We will then record our findings along with any recommendations and the outcome will be communicated back to the complainant in writing.

The procedure

  • Upon the receipt of your complaint, we will write to you with an acknowledgement within five working days.
  • We are required by law to send you our final response within eight weeks of receipt of your complaint. However, we will endeavour to do it sooner; we will not simply take eight weeks because we can.
  • We are also required by law to send a copy of the Financial Ombudsman Service’s standard explanatory leaflet with our Senior Management Decision Letter (SMDL).
  • If we are unable to make a final response within the eight weeks, we will then send a letter to explain why we could not make a final response and indicate when we expect to provide one.
  • If the complainant is unhappy with our decision, they have the right to refer their complaint to the Financial Ombudsman Service within six months of us issuing our Decision Letter and we will tell them this in our SMDL.

The decision

We aim to explain in a clear way the assessment of the complaint, the decision we have made and offer any remedial action or redress.

Maintaining confidentiality

Complaints will be handled with discretion and access to information about individual investigations will only be shared with those who have a legitimate access requirement. In determining access requirements, we will have regard to the legislative requirements such as data protection legislation and Freedom of Information legislation.

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