AMRO Reconciliation and Complaints Procedure

The AMRO Reconciliation and Complaints Procedure has been established to enable any person or organisation dealing with an AMRO Member to complain to AMRO in the event that that person is dissatisfied with the service or conduct of the AMRO Member.

AMRO is a trade body and was established by its members to collectively represent them in various ways. As such, AMRO has no direct authority over its members with regard to any single complaint however AMRO can and will make a non-binding recommendation to the Member.  It is important that the complainant understands that Members are not obligated to follow such recommendations and AMRO does not have the power to enforce recommendations.

AMRO’s Constitution does however permit ‘the Executive Officers, at any time, to request the Full Members to vote upon, and if carried by a simple majority vote, resolve to terminate the Membership of any Member in their absolute discretion, if the continued Membership of that Member shall be detrimental or prejudicial to the interests of AMRO or where any AMRO Member fails to comply with any codes of conduct published from time to time by AMRO or fails to comply with a recommendation made by AMRO for the resolution of a complaint under any Complaints Procedure from time to time.

Please note: AMRO cannot become involved in contractual disputes, where agreed terms and conditions exist between the parties.  Additionally, if it has already been stated by the complainant that they are or intend to pursue legal action, AMRO must immediately suspend any complaint until such time as the legal action is concluded or withdrawn.

AMRO has no full-time employees but the position of General Secretary is an independent, remunerated part-time post.

The Complaints Process

  1. Before making a complaint regarding a Member to AMRO, it is essential that you have already made a complaint with the Member organisation and followed their procedure to its conclusion. Any complaints made to AMRO prior to the conclusion of the individual members own procedures will be returned.
  2. When submitting a complaint, this must be done, in the first instance, in writing or preferably, by email and must contain the concluding statement provided by the member company and a brief explanation of why the complainant feels the decision is incorrect.
  3. Complaints will be acknowledged in most instances within 2 working days and always within 5 working days.
  4. Complaints are logged centrally by the General Secretary.
  5. The complainant is likely to be requested to submit all relevant documentation provided during the initial complaint, so please have that available.
  6. Complaints will be forwarded to the designated contact within a member company/organisation.
  7. The Member will have 5 working days to provide a response to the complainant and copy the Chair/Vice Chair (a Chair or Vice Chair representing the Member company will be excluded from the process) and the General Secretary who will record the response against the central log.
  8. Under advice from the Chair/Vice Chair the General Secretary will write to the complainant following a response having been sent to enquire that they are satisfied and therefore close the complaint on the central log.
  9. Any complaint that is deemed to not have had a satisfactory resolution will be discussed by the Members at the next regular meeting and a recommendation will be made to the Member organisation.