AIROMAX LTD Complaints Policy and Procedure

AIROMAX LTD is committed to delivering professional air conditioning, heating, maintenance and HVAC repair services in accordance with UK law, recognised industry standards, and our contractual obligations.

We aim to provide every customer with a high standard of workmanship and service. However, if you are dissatisfied with any aspect of our work, we operate a clear and transparent complaints procedure designed to resolve matters fairly, promptly and in compliance with UK consumer protection legislation.

1. Your Consumer Rights

If you are a consumer (acting for purposes wholly or mainly outside your trade, business or profession), your rights are protected under, including but not limited to:

  • Consumer Rights Act 2015

  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

  • Supply of Goods and Services Act 1982 (where applicable)

  • Consumer Protection from Unfair Trading Regulations 2008

Under the Consumer Rights Act 2015, services we provide must:

  • Be carried out with reasonable care and skill

  • Be performed within a reasonable time, where no specific timeframe has been agreed

  • Be provided at a reasonable charge, where no price has been agreed in advance

If goods or parts are supplied as part of our services, they must:

  • Be of satisfactory quality

  • Be fit for purpose

  • Be as described

Nothing in this policy affects your statutory rights.

2. Our Commitment to Fair Resolution

AIROMAX LTD will:

  • Handle complaints professionally and without bias

  • Investigate all matters thoroughly

  • Communicate clearly and respectfully

  • Provide a reasoned written response

  • Offer appropriate remedial action where required

  • Comply fully with our legal obligations

We aim to resolve complaints at the earliest opportunity and without unnecessary escalation.

3. How to Submit a Complaint

Complaints should be submitted in writing where possible to ensure clarity and accurate record-keeping.

By Email:
📧 hello@airomax.co.uk

By Post:
AIROMAX LTD
71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

By Telephone:
📞 0330 043 7869

To assist with our investigation, please include:

  • Your full name and contact details

  • Installation or service address

  • Invoice or job reference number

  • Date(s) of works

  • Detailed description of the issue

  • Any supporting documentation or photographs

4. Our Complaints Procedure

Stage 1 – Acknowledgement

We will acknowledge receipt of your complaint within 3 working days.

Stage 2 – Investigation

A senior member of management will review your complaint. This may involve:

  • Reviewing job records and documentation

  • Consulting the engineer(s) involved

  • Inspecting the installation or repair work

  • Requesting further clarification from you

We aim to provide a full written response within 14 working days. Where further investigation is required, we will notify you of the revised timeframe.

Stage 3 – Resolution

If we determine that remedial action is required, we may offer one or more of the following, in accordance with the Consumer Rights Act 2015:

  • Repeat performance of the service

  • Repair or replacement of defective goods

  • Price reduction

  • Partial or full refund (where legally appropriate)

Any remedial works will be carried out within a reasonable timeframe and without significant inconvenience to you.

5. Escalation Procedure

If you remain dissatisfied after receiving our final response, you may request a formal review by a Director of AIROMAX LTD.

Should the matter remain unresolved, you may seek independent advice or refer the dispute to:

  • Trading Standards (via Citizens Advice Consumer Service)

  • An Alternative Dispute Resolution (ADR) provider, where applicable

  • Any relevant industry accreditation or competent person scheme (if the work was undertaken under such a scheme)

Where legally required, we will provide information about a certified ADR provider, although we are not obliged to agree to ADR unless mandated.

6. Commercial Clients

For business-to-business customers, complaints will be handled in accordance with the contractual terms agreed between the parties. Nothing in this policy overrides any written contract.

7. Time Limits

We encourage customers to raise concerns promptly. Delays in reporting issues may affect our ability to investigate effectively.

Statutory limitation periods under the Limitation Act 1980 apply where relevant.

8. Data Protection

All complaints are handled in accordance with UK data protection legislation, including the UK GDPR and Data Protection Act 2018. Personal information will be used solely for the purpose of investigating and resolving the complaint.

9. Continuous Improvement and Quality Assurance

AIROMAX LTD monitors complaints as part of our internal governance and quality assurance framework. We:

  • Review recurring issues

  • Implement corrective actions

  • Update training where necessary

  • Improve supplier and subcontractor oversight

  • Refine installation and servicing procedures

Our objective is not only to resolve complaints but to prevent recurrence.

Our Brand Commitment

At AIROMAX LTD, we stand for:

  • Professional workmanship

  • Regulatory compliance

  • Transparent communication

  • Customer confidence

  • Ethical and responsible operations

We believe that how we handle concerns defines our professionalism as much as the quality of our installations.