How to Make a Complaint
We are committed to providing an accessible, transparent, and effective complaints process. If you are dissatisfied with our service or a supplier that contacts you as a result of our service, we encourage you to let us know so we can address the issue appropriately. Below, we outline how you can submit a complaint and what you can expect from our process.
What Constitutes a Complaint?
A complaint is any expression of dissatisfaction regarding:
- Our service and operations.
- A supplier or installer that contacts you as a result of our service, including concerns about their quality, reliability, or suitability.
- Issues raised by other parties, such as Local Authority Trading Standards Services or regulatory bodies, regarding a tradesperson interacting with our service.
How to Submit a Complaint
We offer multiple ways for you to raise a complaint, ensuring accessibility and ease of use. You can submit your complaint via:
- Email – Send your complaint to complaints@association-networks.com.
- Post – Write to us at A Networks Media Ltd, Sullivan Court, Wessex Park, Colden Common, Winchester, Hampshire, England, SO21 1WP.
When submitting a complaint, please provide as much relevant detail as possible, including:
- Your contact details.
- The nature of the complaint.
- The name of the supplier or installer (if applicable).
- Any supporting evidence (e.g., screenshots, correspondence, receipts).
What Happens Next?
We take all complaints seriously and aim to handle them fairly and promptly. Our process includes:
- Acknowledgment – We will confirm receipt of your complaint within 2 working days.
- Review – Our team will assess your complaint, considering its seriousness and complexity.
- Response – We will provide a reasoned response within 10 working days, including any actions taken.
- Further Action – If necessary, we may investigate further and take further action including the removal of suppliers from our service that do not meet our required level of quality, reliability or suitability. Please see HERE for how we choose the suppliers and installers we work with.
How we act upon complaints
We have processes in place so that, as necessary, we act upon complaints promptly and effectively. We do not resolve or assist in resolving individual disputes between consumers and tradespeople. However, when informed of any information that indicates to us a risk of harm to consumers who may use our service (e.g. if a trader is not of the quality, reliability or suitability we expect) then we will act appropriately on that information, including the removal of suppliers from our service where necessary.
Additionally, if a supplier is uncontactable or unresponsive you can email us on complaints@association-networks.com and we will:
- Ensure both parties have the correct contact details.
- Advise you on available next steps if the issue remains unresolved.
Our Commitment
We aim to handle complaints professionally, fairly, and in a timely manner. If no further action is being taken, we will provide a clear explanation. We act upon complaints to maintain the quality and reliability of suppliers and installers listed on our platform.
If you wish to make a complaint, please email us at complaints@association-networks.com or write to us at A Networks Media Ltd, Sullivan Court, Wessex Park, Colden Common, Winchester, Hampshire, England, SO21 1WP