APH ELECTRICS LTD
CUSTOMER COMPLAINTS POLICY
Company Name: APH Electrics Ltd
Registered Office: Orlando House, Gedling Road, Carlton, Nottingham, NG4 3FH
Company Number: 06557636
1. Purpose
APH Electrics Ltd is committed to providing the highest standards of workmanship and customer service. We recognise that, on occasion, concerns or complaints may arise and are committed to resolving these fairly, promptly and professionally.
This policy applies to all customers and covers all products and services provided by APH Electrics Ltd, including MCS-certified renewable energy installations.
2. Our Commitment
APH Electrics Ltd will:
- Treat all complaints seriously and impartially.
- Investigate complaints promptly and fairly.
- Keep customers informed throughout the process.
- Seek to resolve complaints as quickly as possible.
- Learn from complaints to continually improve our services.
3. Single Point of Contact
To ensure complaints are handled efficiently and consistently, APH Electrics Ltd has appointed a dedicated single point of contact:
Dean Boswell-Hyde
Renewables Director
APH Electrics Ltd
Orlando House
Gedling Road
Carlton
Nottingham
NG4 3FH
Dean Boswell-Hyde is responsible for receiving, recording, investigating and managing complaints through to resolution.
4. How to Make a Complaint
Complaints may be submitted by filling in the form below. Customers should provide:
- Name and address.
- Contact details.
- Installation address (if different).
- Details of the complaint.
- Any relevant documents, photographs or correspondence.
5. Complaint Handling Procedure
Stage 1 – Receipt and Acknowledgement
Upon receipt of a complaint, APH Electrics Ltd will:
- Log the complaint in the Complaints Register.
- Acknowledge receipt immediately.
- Confirm that Dean Boswell-Hyde will act as the customer’s single point of contact throughout the process.
Stage 2 – Investigation
APH Electrics Ltd will:
- Review all relevant records and documentation.
- Request further information where necessary.
- Arrange a site inspection if appropriate.
- Keep the customer informed of progress.
Stage 3 – Resolution
APH Electrics Ltd aims to provide a full written response within ten working days of acknowledging the complaint.
Where additional time is required due to the complexity of the matter, customers will be informed and provided with regular updates.
Possible resolutions include:
- Clarification or explanation.
- Corrective or remedial work.
- Replacement of defective materials or components.
- Other mutually agreed solutions.
6. Escalation Procedure
If a complaint cannot be resolved to the customer’s satisfaction through our internal process, the customer may refer the matter to the relevant Consumer Code, Certification Body or the MCS Complaints Process.
Customers are requested to allow APH Electrics Ltd the opportunity to investigate and resolve concerns before seeking external intervention.
7. Alternative Dispute Resolution (ADR)
Where a dispute remains unresolved after completion of our internal complaints procedure, the matter may be referred to an approved Alternative Dispute Resolution (ADR) provider in accordance with MCS requirements and the applicable Consumer Code.
8. Complaints Records
APH Electrics Ltd maintains a Complaints Register containing:
- Date of complaint.
- Customer details.
- Nature of complaint.
- Actions taken.
- Outcome and closure date.
Records are retained and reviewed periodically to identify opportunities for continuous improvement.
9. Confidentiality and Data Protection
All complaints and associated records will be handled confidentially and processed in accordance with applicable data protection legislation.
10. Policy Review
This policy shall be reviewed annually, or sooner where required by changes to legislation, MCS requirements or company procedures.
Document Control
Document Title: Customer Complaints Policy
Company: APH Electrics Ltd
Company Number: 06557636
Version: 1.1
Approved By: Dean Boswell-Hyde – Renewables Director
Review Frequency: Annual
Issue Date: January 2026
Status: Active