{"id":3507,"date":"2022-12-07T16:12:58","date_gmt":"2022-12-07T16:12:58","guid":{"rendered":"https:\/\/www.bcta.group\/attma\/?page_id=3507"},"modified":"2025-01-17T11:36:25","modified_gmt":"2025-01-17T11:36:25","slug":"attma-complaints","status":"publish","type":"page","link":"https:\/\/www.bcta.group\/attma\/attma-complaints\/","title":{"rendered":"ATTMA Complaints and Appeals"},"content":{"rendered":"\t\t
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ATTMA Complaints and Appeals<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t
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Key Terminology in this webpage:<\/strong><\/p>

Complainant <\/i>– the person or company that raises the complaint with ATTMA. A complainant may act on behalf of another individual or company.
Certification Complaint<\/i> \u2013 an expression of dissatisfaction, other than appeal, by any organisation to ATTMA, relating to the activities of that body or an ATTMA
certified company, where a response is expected.
Operation Complaint <\/i>\u2013 an expression of dissatisfaction made to ATTMA, related\u00a0to its services, procedures, policies, support, technology, employees, or overall
operations, where a response is expected.
Appeal <\/i>\u2013 a request by an applicant, candidate, or certified company for\u00a0reconsideration of any decision made by ATTMA related to their desired certification\u00a0status.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Formally Raising a Complaint or an Appeal<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The following guidelines are to be followed when raising either a complaint\u00a0(certification or operation) or an appeal:
1) By submitting a complaint or an appeal, the complainant is confirming that\u00a0the information presented is accurate and factual.
2) Complainants who have presented false statements will see their\u00a0complaint or appeal ended.
3) Any unsubstantiated elements \u2013 not supported with genuine evidence \u2013 of\u00a0a complaint or an appeal (hearsay, rumours, unproven accusations, etc.)\u00a0will not be considered in any complaint or appeal.
4) Complaints made anonymously will be investigated but anonymity may\u00a0prevent any investigation from being conducted to the fullest extent\u00a0possible.
5) During an investigation, the complaint may need to be disclosed to the\u00a0individual being accused so that they have fair recourse to respond to it.
6) ATTMA will take appropriate measures to ensure that any documents resulting from the implementation of this policy shall be and remain confidential except as required by law, or as necessary to fully investigate a complaint and appeal.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Certification Complaint<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Process Overview<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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All complaints relating to a ATTMA certified company, or the certification \/\u00a0assessment process are managed by the Scheme Manager, or a designated\u00a0employee assigned by them. The designated ATTMA employee should not have\u00a0been part of the certification \/ assessment process of which the complaint is being\u00a0raised against.
In cases where the complainant is not satisfied with the review and decision made\u00a0regarding the complaint, they may consider raising an appeal.
All appeals are managed by the ATTMA Chairman, or a designated employee\u00a0assigned by them. The appeals process is described within section 5 of this\u00a0document.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Re-evaluation<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Where an applicant, candidate, or certified company disagrees with a decision\u00a0made by ATTMA regarding their certification, or the assessment process, they must declare in writing the reasons for the disagreement to ATTMA and ask for a re-evaluation.
This request must be made within 30 days of the issuance of ATTMA\u2019s initial\u00a0decision. Re-evaluation requests received after 30 days will not be reviewed.
Requests for re-evaluation are not considered by ATTMA to be complaints.\u00a0
Where applicants, candidates, or certified company still disagree with the findings of\u00a0<\/span>a re-evaluation decision from ATTMA, they should submit a formal certification\u00a0<\/span>complaint in writing to ATTMA.
<\/span>This complaint must be made within 30 days from the issuance of the re-evaluated\u00a0<\/span>decision. Complaints relating to re-evaluations received after 30 days will not be\u00a0<\/span>reviewed.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Certification Complaints<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Certification complaints \/ assessment complaints should include personal or business information (full name, address, contact details) of the complainant, and
the complainant\u2019s personal opinion about the assessment \/ decision, the reasons for disagreement with the decision reached during the initial decision re-evaluation, as well as the outcome being sought. ATTMA will issue an acknowledgement of the complaint within 5 working days (where practicable).
As previously referenced, certification complaints will be managed by the Scheme Manager, or a designated ATTMA employee assigned by them. The designated\u00a0employee should not have been part of the certification \/ assessment process of\u00a0which the complaint is being raised against. The complaint manager should\u00a0consider the complainant\u2019s explanation and evidence and provide a written\u00a0response.
The complaint manager should issue their response within 90 days (where practicable). This response timeframe takes into account the complexity of the case in situations where the case involves multiple parties and necessitates a more\u00a0comprehensive investigation.
If the complainant agrees with the outcome at this stage, the complaint process does not need to proceed further.
If the complainant is not satisfied with the outcome, then they may choose to file an\u00a0appeal. This should be made within 30 days of the issuance of the ATTMA\u2019s formal\u00a0decision.
If required, ATTMA will take appropriate corrective actions which will be logged in\u00a0accordance with \u2018CAA001 \u2013 Corrective Actions Policy\u2019.
All certification complaints, including actions taken will be tracked and recorded\u00a0within ATTMA\u2019s QMS.
Note: The submission, investigation, and the decision on certification complaints will not\u00a0result in any discriminatory actions against the complainant.<\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Raising a Certification Complaint<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Complaints should be reported to the Scheme Manager either by:
\u2022 Email: manager@attma.org.uk
\u2022 In writing to: The Scheme Manager, ATTMA, Unit 3 Tannery Road Industrial Estate, Loudwater, Buckinghamshire, HP13 7EQ
Complaints should include the following information:
\u2022 Complainant name.
\u2022 Address of complainant.
\u2022 Contact details (telephone and email).
\u2022 Availability for feedback (preferred time to discuss feedback \/ research the complaint further etc.).
\u2022 Nature of the complaint
If the complaint is concerning another scheme member company or registered\u00a0tester, the following additional information is also required:
\u2022 The ATTMA membership number (if known) and\/or name of the tester who carried out the works.
\u2022 The task and\/or test number if available.
\u2022 The date the test was undertaken.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Appeals Process<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Where complainants disagree with ATTMA\u2019s finding and decisions regarding the\u00a0certification complaint, they then may proceed to the appeal stage, explaining the\u00a0reasons for disagreement.
Appeals should be lodged made within 30 days of the issuance of the ATTMA\u2019s\u00a0formal decision.
The appeal should include the complainant\u2019s personal opinion about the\u00a0assessment, the reasons for disagreement with the decision reached during the
initial decision re-evaluation, as well as the outcome being sought. ATTMA will\u00a0issue an acknowledgement of the complaint within 5 working days (where\u00a0practicable).
All appeals are managed by the ATTMA Chairman, or a designated employee\u00a0assigned by them. The designated ATTMA employee should not have been part of the initial complaint or investigation.
There will be an advance fee lodged before an Appeal with a value commensurate\u00a0with 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\u00a0the independent as quoted.
The complainant may choose to object to the Independent, giving a clear reason as\u00a0to why the objection has taken place.
Should the complainant and the Scheme not agree an Independent, ATTMA will\u00a0pass the complaint to the Government of the country that the complainant is complaining about. For instance, if the complaint is regarding an ATTMA member company in Scotland about work carried out in Scotland, ATTMA will pass on
details of the initial complaint, and details of ATTMA\u2019s attempts to resolve the issue to the Scottish Government.
5.1.8 The appeal manager should issue their response within 90 days (where practicable). This response timeframe takes into account the complexity of the case in situations where the case involves multiple parties and necessitates a more\u00a0comprehensive investigation.<\/p>

Note: The submission, investigation, and the decision on appeals will not result in any\u00a0discriminatory actions against the complainant.<\/span><\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Raising an Appeal<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Appeals should be reported to the ATTMA Chairman either by:
\u2022 Email: chair@attma.org.uk
\u2022 In writing to: The Chairman of the Board of Directors, ATTMA, Unit 3 Tannery Road\u00a0Industrial Estate, Loudwater, Buckinghamshire, HP13 7EQ<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Operational Complaints<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Process Overview<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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All complaints relating to ATTMA\u2019s operations, or it process \/ procedures are\u00a0managed by the Scheme Manager, or a designated employee assigned by them.
The designated ATTMA employee should not have been part of the operational\u00a0process or procedure of which the complaint is being raised against.
In cases where the complainant is not satisfied with the review and decision made\u00a0regarding the complaint, they may consider raising an appeal.
All appeals are managed by the ATTMA Chairman, or a designated employee\u00a0assigned by them. The appeals process is described within section 5 of this\u00a0document.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Operation Complaints<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Operations complaints will be managed by the Scheme Manager, or a designated\u00a0ATTMA employee assigned by them. The designated ATTMA employee should not\u00a0have been part of the operational process or procedure of which the complaint is\u00a0being raised against. The complaint manager should consider the complainant\u2019s explanation and evidence and provide a written response.
The complaint should include the complainant\u2019s personal opinion about the\u00a0disagreement, including the reasons for, and outcome being sought. ATTMA will
issue an acknowledgement of the complaint within 5 working days (where\u00a0practicable).
The complaint manager should issue their response within 90 days (where\u00a0practicable). This response timeframe takes into account the complexity of the case\u00a0in situations where the case involves multiple parties and necessitates a more\u00a0comprehensive investigation.
If the complainant agrees with the outcome at this stage, the complaint process\u00a0does not need to proceed further.
If the complainant is not satisfied with the outcome, then they may choose to file an\u00a0appeal. This should be made within 30 days of the issuance of the ATTMA\u2019s formal decision.
If required, ATTMA will take appropriate corrective actions which will be logged in\u00a0accordance with \u2018CAA001 \u2013 Corrective Actions Policy\u2019.
All operational complaints, including actions taken will be tracked and recorded\u00a0within ATTMA\u2019s QMS.
Note: The submission, investigation, and the decision on operational complaints will not\u00a0result in any discriminatory actions against the complainant.<\/i><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Raising an Operational Complaint<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Complaints should be reported to the Scheme Manager either by:
\u2022 Email: manager@attma.org.uk
\u2022 In writing to: The Scheme Manager, ATTMA, Unit 3 Tannery Road Industrial Estate, Loudwater, Buckinghamshire, HP13 7EQ
Complaints should include the following information:
\u2022 Complainant name.
\u2022 Address of complainant.
\u2022 Contact details (telephone and email).
\u2022 Availability for feedback (preferred time to discuss feedback \/ research the complaint further etc.).
\u2022 Nature of the complaint<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Communication<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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ATTMA will endeavour to keep the complainant or appellant up to date as far as is\u00a0reasonably practicable throughout the course of any investigation and in cases with\u00a0protracted periods of investigation will establish formal line of regular dialog.\u00a0At the end of all investigator process, the certification body shall provide those
involved with formal notice of the decided out comes and options as appropriate.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Malicious Complaints<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Harmful<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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A malicious complaint is one that has been made with the intention of causing\u00a0harm.
Examples of this could be:
\u2022 Deliberately seeking to defame another person within the scheme, another company, or the scheme itself.
\u2022 Making a complaint based on rumour and\/gossip with the intention of causing harm.
Complaints that have been raised, investigated, and found to be malicious in intent and founded will not be tolerated and will lead disciplinary actions in line with the Scheme\u2019s code of conduct.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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TrustMark<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Complaints Related to the TrustMark Scheme<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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All complaints that directly relate to the provision of services under the TrustMark Scheme will be handled with the same diligence and process as other complaints.\u00a0However, ATTMA shall also inform TrustMark of the outcome of any investigations\u00a0and the actions taken. This ensures transparency and accountability in the\u00a0provision of services under the TrustMark Scheme.
ATTMA will inform TrustMark of the outcome of the investigation and any actions\u00a0taken. This includes providing TrustMark with a summary of the complaint, the\u00a0investigation process, and the final decision.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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ATTMA \/ TrustMark Dispute Management<\/h6>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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As part of its contractual arrangement with TrustMark ATTMA shall:
\u2022 Provide the same level of co-operation with local consumer advisers, Ofgem,\u00a0energy suppliers, government departments or any other intermediary acting
on behalf of a consumer when managing a dispute, as they would when\u00a0dealing directly with the complainant. Provide suitable help and assistance\u00a0when dealing with vulnerable people.
\u2022 Co-operate fully with TrustMark and its appointed agents on any dispute\u00a0handling issues and provide related documents and statements upon request.\u00a0Where it is deemed necessary by TrustMark to commission an independent\u00a0site visit\/survey, associated costs may be charged back to the Scheme\u00a0Provider.
\u2022 Where TrustMark, or its appointed agents engage with a Scheme Provider, the Scheme Provider shall conclude the issue directly from the point of\u00a0TrustMark engagement and in a period not exceeding 3 months, unless otherwise stipulated by TrustMark.
\u2022 Ensure robust arrangements are in place to support consumers if a\u00a0Registered Business unreasonably refuses to co-operate with the Scheme\u2019s\u00a0disputes investigation or dispute resolution process – this can only occur if prior permission has been granted. For example, provide the consumer with a\u00a0summary of findings and\/or statements to support their claim or identify alternative tradesman to rectify and\/or complete the work and provide the\u00a0consumer with the remediation plan.
\u2022 A Scheme Provider may choose to suspend actions within the dispute resolution process if either party to the dispute takes legal action. If legal\u00a0action results in a successful prosecution, the Scheme Provider will initiate immediate review of the Registered Business as described in 7.2.1 – Enforcement and Sanctions.
\u2022 For works outside of the Schemes\u2019 remit and the TrustMark scope, disputes\u00a0services must be provided to consumers when making a complaint against a\u00a0Registered Business.
\u2022 Taking account of who has contracted the Registered Business, ensure that\u00a0landlords of private rental properties \/their tenants have access to the same\u00a0disputes process as owners\/occupiers.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Ref: PUA013 – Issue 1.4<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

ATTMA Complaints and Appeals Key Terminology in this webpage: Complainant – the person or company that raises the complaint with<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"footnotes":""},"class_list":["post-3507","page","type-page","status-publish","hentry"],"publishpress_future_action":{"enabled":false,"date":"2026-04-17 23:38:34","action":"change-status","newStatus":"draft","terms":[],"taxonomy":"","extraData":[]},"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.bcta.group\/attma\/wp-json\/wp\/v2\/pages\/3507","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.bcta.group\/attma\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bcta.group\/attma\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bcta.group\/attma\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bcta.group\/attma\/wp-json\/wp\/v2\/comments?post=3507"}],"version-history":[{"count":10,"href":"https:\/\/www.bcta.group\/attma\/wp-json\/wp\/v2\/pages\/3507\/revisions"}],"predecessor-version":[{"id":5178,"href":"https:\/\/www.bcta.group\/attma\/wp-json\/wp\/v2\/pages\/3507\/revisions\/5178"}],"wp:attachment":[{"href":"https:\/\/www.bcta.group\/attma\/wp-json\/wp\/v2\/media?parent=3507"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}