Our complaints procedure

A&S Executive Ltd is committed to providing good quality services. We recognise however, that we sometimes get things wrong or make mistakes. To deal with this we have a complaints procedure.

We will deal with your complaint

We do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. So do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.

How to complain Step 1: Contacting us

The first step is to talk to a member of A&S Executive staff. This can be done quite informally, either directly or by telephone. If you feel a lot of information need to be conveyed then you may wish to email us first on complaints@asexecutive.com, then telephone us to alert us of your actions
Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then ask to speak to the office manager.

We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within three working days or we will make some other arrangement acceptable to you.

Step 2: Taking your complaint further.

We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint in writing to the Director of A&S Executive Ltd , setting out the details, explaining what you think went wrong and what you feel would put things right. If you are not happy about writing a letter, you can always ask a member of staff to take notes of your complaint. You should make sure you agree with what they have recorded and that they provide you with your own copy for reference. This record will be passed promptly to the Director to deal with.

Once the Director receives a written complaint, he will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within three working days of receiving it and the letter will say when you can expect a full response. This should normally be within four weeks unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response

Step 3: The next stage

If you are not satisfied with the Directors investigation you can take your complaint to the licensing department of Chelmsford borough Council for all issues relating to drivers and or vehicles or Essex trading standards for commercial matters.

These outside organisations will have their own complaints procedure and will advise you of the necessary course of action once the complaint is received.

Our telephone number is 01245 347 894

Our address is Unit 8 Robjohns House, Navigation rd, Chelmsford, Essex, CM2 6ND

Our office manager is Michelle Maberly.