Complaints
procedure.
How to raise a complaint with Gemini AMPM and how we will respond.
Our commitment
We take every complaint seriously. We aim to resolve concerns quickly, fairly and transparently. 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, Gemini AMPM 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. 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 Gemini 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 or 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 Gemini AMPM not previously involved in the matter.
- The relevant third-party accreditation body where applicable (for example: BAFE for SP203-1 fire alarm work, NSI for security work, FIRAS for passive fire work).
- Independent dispute resolution under English law. The contract is subject to the exclusive jurisdiction of the courts of England and Wales as set out in our terms of business.
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.