ATTMA Complaints and Appeals

This page relates directly to PUA013 which can be requested by contacting admin@bcta.group

All complaints that arise will be dealt with promptly, professionally and transparently in line with the Schemes Quality Management Processes

The approach adopted is to understand the root cause of a complaint, investigate, resolve it wherever possible and report on the validity of the claim. The approach is aimed at further developing our services using an ethose of continuous improvement.

ATTMA does not limit who can and cannot make a complaint and have provided a list below;

  • ATTMA Scheme Members, whether a Firm or a Firm's Tester
  • Compliance Officer (trading standards or building control)
  • Member of the public, customer, contractor or similar
  • Candidate undertaking an ATTMA Training Course
  • Government Department
  • Any other stakeholder

The above list is not exhaustive, and ATTMA will deal with any complainant in the same fashion

For any complaint received, there is no charge to investigate the complaint by ATTMA. Should financial outlay be required to resolve a complaint, such as testing, calibration, other services such as legal advisors and similar professional fees, this will be assessed and a suitable arrangement made between the parties for covering these liabilities.

Reporting a Complaint

Complaints can be reported by email, or in writing to ATTMA by providing the following information;

  • Complainant Name
  • Address of Complainant
  • Contact Details (telephone and email)
  • Availability for feedback (preferred time to discuss feedback/research the complaint further)
  • Nature of the complaint

For complaints concerning Scheme Members, the following information will be required:

  • The ATTMA Membership Number (if known) and/or name of the member who carried out the works
  • The task and/or test number if available
  • The date the test was undertaken

Complaints should be reported to the Scheme Manager either by:

Email: manager@attma.org
In writing to: The Scheme Manager, ATTMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Bucks, HP13 7EQ

The Scheme Manager will assign a staff member to handle the complaint. This would normally be either the Audit Manager, Technical Manager or Scheme Manager depending on the nature of the complaint. Should the complaint be about or specifically involve the Scheme Manager, the Scheme Manager will self-refer the complaint to the ATTMA Chairman. Alternatively the complaint can be made directly to the ATTMA Chairman:

The ATTMA Chairman has the right to:
Delegate the complaint to any member of staff to investigate, either openly or in confidence; or:
Investigate the complaint by themselves.

Timescales
Day 0

Complaint Made

This is the day the complaint was received by ATTMA

Day 5

Complaint Recognised

Complaints will be recognised and a response with your complaint number issued within 5 working days

Within 90 Days

Final Response

The complaint will be investigated with a final response issued within 90 days if practicable

Oppose (Stage 2)

Should a complaint be opposed, the complainant shall, in writing, respond to the original outcome outlining why they feel the complaint is opposed.

Please note that if the complaint is technical in nature, the complainant shall provide technical information & support as to why the complaint is opposed.

The opposition shall be handled by a different member of staff from the original respondent 

The new respondent may take up to 90 further days to collate the investigation and respond.

The new respondent may question the workings, findings or any other information used to come to the conclusion of the original complaint.

Appeal (Stage 3)

Should the outcome of a complaint or its resolution not be acceptable, and the opposition leave the situation unsatisfactory to parties involved in the complaint, an Appeal against the actions or decision may be lodged.

Should an Appeal be required, it will be investigated by an Independent

Appeals will be initially handled by the ATTMA Chairman

There will be an advance fee lodged before an Appeal with a value commensurate with the financial risk assessed with the particular Appeal. Should this Appeal be successful, the advance fee will be returned. This is typically the cost of the time of the independent as quoted.

The complainant may choose to object to the Independent, giving a clear reason as to why the objection has taken place.
Should the complainant and the Scheme not agree an Independent, ATTMA will pass the complaint to the Government of the country that the complainant is complaining about. For instance, if the complaint is regarding an ATTMA member in Scotland about work carried out in Scotland, ATTMA will pass on details of the initial complaint, the opposition and details of our attempts to resolve the issue to the Scottish Government.

Appeals should be reported in writing to;
The Chairman of the Board of Directors
Email: chair@attma.org
In writing to: The Chairman of the Board of Directors, ATTMA, Unit 3 Tannery Road Industrial Estate, Tannery Road, High Wycombe, Bucks, HP13 7EQ

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Contact Us

The Air Tightness Testing & Measurement Association

Head Office
Unit 3 Tannery Road Industrial Estate
Tannery Road
High Wycombe
Buckinghamshire
HP13 7EQ

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24 Park Square W
Leeds
LS1 2PW

+44 (0)1494 358 159
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