Standards of service
Before contacting us you should check to see if we’ve already published information to answer your query.
If you have a question about the AMDO Terms and Conditions, please contact the AMDO Customer Service Department –
We aim to respond to queries within 14 working days.
Access to information
Complaints relating to requests handled by AMDO Members should be addressed to the relevant person within that members organisation and not to AMDO itself.
Complaints procedure (Complaint against AMDO)
We recognise that it may sometimes be necessary to complain about the way AMDO, or an individual, has provided a service. AMDO has a formal and transparent complaints process in place to handle them.
If you have a complaint about the way we operate or the services we provide, please let us know as soon as possible in writing or via email. We have a 3-stage process designed to deal with complaints quickly, effectively and fairly.
If you have a complaint about the way we operate or the services we provide, please provide details to us in writing, by post or email.
Please address your complaint to AMDO Customer Relations. Customer Relations are responsible for investigating complaints about standards of service. They will investigate your complaint and aim to respond within 14 working days. If this is not possible, they will write to you and explain the delay, informing you when you may expect a response. AMDO Customer Relations can be contacted by email or post using the details below:
If you are unhappy with the response you receive at this stage, you can ask for your complaint to be passed to a Director within the AMDO.
If an initial response from AMDO does not resolve your complaint, you have 28 days to ask for your complaint to be escalated. To do this, please respond to AMDO in writing explaining why. Your complaint will then be escalated to a different director for the relevant area. The Director will aim to respond to you in writing within 14 working days.
If you are not satisfied with the Director’s decision, please let us know in writing explaining why and your complaint will be escalated as part of the next meeting of AMDO Members. This will allow a full discussion with all AMDO Members to help address your compliant. We will aim to respond to you in writing within 14 days of this meeting taking place. Meetings take place Monthly so our response at stage 3 may take up to 6 weeks.
Please note that while we always aim to answer your complaint to the best of our ability, we cannot respond to repeated requests for the same information.