Complaints about AAT members

If you have concerns about the conduct of an AAT member, you may make a complaint to AAT’s Professional Standards team.

If a complaint calls into question a member’s conduct, or if we identify a breach of AAT regulations or policies during the investigation, we may take disciplinary action against the member. In other cases, we may be able to act as conciliator between you and the AAT member if we consider this to be more appropriate.

Complainants' guide to the complaints process

Our guidance document Complainants' guide to the complaints process (PDF) explains what to do. It should be read in conjunction with the Investigation of Complaints and Referrals policy (PDF).

What complaints do we investigate?

We can investigate different types of complaints arising from the conduct of AAT members and the services provided by AAT licensed members.

All AAT members must abide by the requirements of AAT’s Code of Professional Ethics (PDF) and our investigations focus on whether those requirements have been breached. In all cases, we need evidence to support the complaint in order to assess whether we are able to intervene.

If your complaint is about a licensed AAT member, you must first allow the member to resolve the issue via their formal complaints process. 

What we won't investigate

AAT will not open an investigation if the complaint relates to an issue which AAT does not have the power to investigate, for example:

  • Disputes about fees in certain circumstances
  • Breach of contract or civil disputes not involving issues of professional competence
  • Disputes between employers and employees on employment issues
  • Issues not connected with the professional activities of the member
  • Vexatious complaints
  • A complainant (or member) using the disciplinary process to support a subsequent legal action 

AAT will not investigate anonymous complaints - however we may consider doing so where there is independent evidence to support an investigation.

What we need from you

If you wish to make a complaint, you must complete the Complaint form. You must provide evidence in support of your complaint.

AAT's Investigations Team investigates complaints received by the Association in accordance with the Professional Standards Handbook

AAT disciplinary processes and tribunals 

If a member has breached our Code of Professional Ethics we will take disciplinary action where necessary to ensure that AAT membership retains its high standards. Read more about our disciplinary processes and tribunals here. 

AAT Glossary

The AAT Glossary (PDF) provides definitions for the terms used in AAT's policies, regulations and guidance.