Customer Care
The LAMTANS Engineering Complaint Procedure explains how we handle customer concerns fairly, transparently and in compliance with RECC and TrustMark standards. If you have any concerns, we follow a structured process to ensure your complaint is reviewed, investigated and resolved fairly.
Putting Things Right
LAMTANS Engineering Ltd is committed to delivering high-quality workmanship and excellent customer service across all projects. We understand that sometimes issues may arise, and we are committed to resolving them fairly, transparently and professionally.
If you are unhappy with any aspect of our service, we encourage you to contact us so we can address your concerns promptly and confidentially. We operate with a strong focus on customer satisfaction and continuous improvement.
Fair & Transparent
We handle all complaints fairly, transparently and in line with our Complaint Procedure standards. Our process is designed to ensure every issue is acknowledged, investigated and resolved within clear timeframes.
| Commitment | Timeframe |
|---|---|
| Acknowledge your complaint | Within 5 working days |
| Investigate your complaint thoroughly and fairly | Ongoing |
| Keep you informed of progress | Regular updates |
| Provide a final response | Within 14 working days where possible |
| Treat you with respect and professionalism | Always |
In Writing, Please
To ensure we keep a clear record and handle your complaint efficiently, LAMTANS Engineering accepts complaints in writing (email, online form or post). This ensures transparency, accurate documentation and a fair investigation process for both you and our team.
| Method | Details |
|---|---|
| info@lamtansengineering.com | |
| Website form | Complaint form |
| Post | LAMTANS Engineering, 1023 Stockport Rd, Manchester M19 2TB, United Kingdom |
We do not accept complaints over the phone. This ensures we have a written record and can investigate thoroughly.
Steps 1–3
Complaints are acknowledged within 5 working days, followed by an investigation and a written response within 14 working days. If you remain dissatisfied, you can escalate to a manager — and beyond that, to independent dispute resolution.
We will acknowledge receipt of your complaint within 5 working days. Our acknowledgment will include:
We will investigate your complaint thoroughly. This may include:
We will provide a written response within 14 working days of acknowledgment, setting out:
If you are not satisfied with our initial response, you can ask for your complaint to be escalated to a manager. Write to us using the same email or postal address, quoting your complaint reference number and explaining why you are not satisfied.
A manager will:
Steps 4–6
If you remain unhappy after our final internal response, you can refer your complaint to an independent Alternative Dispute Resolution (ADR) scheme — free of charge to you as a customer.
As a RECC-approved installer, we offer access to the Centre for Effective Dispute Resolution (CEDR). CEDR will independently review your complaint and recommend a resolution. This service is free to you as a customer.
As a TrustMark-registered installer, you also have access to TrustMark’s independent dispute resolution service. TrustMark works with approved Dispute Resolution Providers who can review your complaint independently.
If your complaint is not resolved through CEDR, or if you prefer to go directly to the scheme administrators, you can contact RECC directly. RECC can review your complaint and take action against us if we have breached their code of conduct.
Clear Deadlines
Every stage of our complaint procedure works to a defined timeframe, so you always know what to expect and when.
| Stage | Timeframe |
|---|---|
| Acknowledgment | Within 5 working days |
| Investigation and initial response | Within 14 working days of acknowledgment |
| Escalation to manager | Within 14 working days of escalation request |
| Independent ADR (CEDR) | As per CEDR’s process |
If your complaint is complex and requires longer investigation, we will notify you in writing with an updated timeframe.
Accountability
We keep a record of all complaints for a minimum of 6 years, as required by RECC and TrustMark.
We also review complaints regularly to identify trends and improve our processes.
Statutory Protection
This complaint procedure does not affect your statutory rights under UK consumer law, including:
You may also have the right to take legal action through the courts, though we encourage you to try our internal process and ADR first.
Common Questions
Written complaints ensure we have a clear record and can investigate thoroughly. There is no misunderstanding about what was said. This protects both you and us.
We recommend making a complaint as soon as possible. Under RECC and TrustMark rules, you have up to 12 months from the date of the issue.
We are responsible for all work carried out on our behalf. Complain to us directly – we will investigate and resolve.
Yes. Your consumer rights apply regardless of whether work was grant-funded or privately paid.
CEDR’s decision is binding on us but not on you. If you are not satisfied, you may still take legal action through the courts.
Yes. LAMTANS Engineering is RECC accredited and TrustMark registered, operating as a dedicated UK retrofit specialist.
Common Questions
Written complaints ensure we have a clear record and can investigate thoroughly. There is no misunderstanding about what was said. This protects both you and us.
We recommend making a complaint as soon as possible. Under RECC and TrustMark rules, you have up to 12 months from the date of the issue.
We are responsible for all work carried out on our behalf. Complain to us directly – we will investigate and resolve.
Yes. Your consumer rights apply regardless of whether work was grant-funded or privately paid.
CEDR’s decision is binding on us but not on you. If you are not satisfied, you may still take legal action through the courts.
Yes. LAMTANS Engineering is RECC accredited and TrustMark registered, operating as a dedicated UK retrofit specialist.
We’re Listening
To submit a complaint, please email info@lamtansengineering.com or use our complaint form with the subject line “COMPLAINT”. We will acknowledge your complaint within 5 working days. For general enquiries (not complaints), please use our main contact page.
Acknowledged within 5 working days · Written response within 14 working days · Free independent ADR if unresolved