Feedback – compliments & complaints

At the BBA we welcome feedback, including compliments and complaints, as this helps us to ensure that certification of BBA certified products, systems and installers continues to be justified.

We continually strive to provide the most up-to-date information and reassurance on our certified products, systems and installers in the construction industry and although we do not insure or guarantee BBA certified products, systems or installers, and are not responsible for installations, we are here to help with any queries or matters causing concern that you may have about certified products, systems or installers.

Compliments

We really do want you to let us know when we get things wrong, but we also like to know when you feel we are getting it right! If you have been satisfied with the service you have received from us, or have a comment, suggestion or idea you would like to share, please contact our Client Experience Manager Alison Paskell on feedback@bba.star.co.uk, or submit the BBA service feedback form.

Likewise, if you have something good to say about a BBA publication, certified product, system or installer, please submit the appropriate feedback form (at the foot of this page).

Complaints

If you have a complaint about a BBA certified product or a BBA approved installer we recommend that you first contact the company that either sold or installed the product. If you do not receive a satisfactory response, as part of our monitoring role, we will assist by taking the matter up directly with the certificate holder or BBA approved installer.

We will investigate product or installer performance and compare this with the published Certificate or Installer Scheme. What we cannot do is resolve individual complaints or provide arbitration.

If your complaint is contractual, the Consumer Rights Act, which came into force in October 2015, states that on the rare occasion when problems arise, disputes can now be sorted more quickly and cheaply via Alternative Dispute Resolution (ADR). Whilst it is not mandatory to use an ADR provider, it is hoped that the offer of using an independent resolution service will result in the speedy settlement of issues. TrustMark provide an ADR service and we have no hesitation in recommending them. To find out more please visit the TrustMark website.

If you believe an organisation is misusing a BBA logo or passing off please complete and submit our Misuse of a BBA logo form.

We will respond to all complaints and queries addressed to us in confidence. If we need extra information we will contact you and we will keep you updated on progress until the conclusion of our investigations. If you wish to register a complaint, please select the appropriate feedback form below and complete with as much detail as possible.

Anonymous or unsubstantiated complaints will not normally be logged or investigated by the BBA unless there is clear evidence available to justify an investigation or they are about the misuse of a BBA logo.

Feedback forms

Client Feedback

The BBA aims to provide a high standard of service, we value our clients and hope there will never be a reason to complain. However, if there is something you’re not happy with we want you to tell us about it so that we can try to put matters to right.

To raise a complaint about our service please complete and submit our service feedback form. If you have a complaint or concern about a BBA certificate or publication please submit our BBA certificate or publication feedback form. We will acknowledge receipt of the form, provide you with a unique reference number and will investigate the matter accordingly.

If you wish to report misuse of a BBA Logo or passing off please complete and submit our Misuse of a BBA logo form.

Complaint & appeal process

Questions and answers on what happens when you complain and how to make an appeal.

Complaints about installers

Questions and answers on what to expect when you make a complaint about an installer of cavity wall insulation (CWI) or external wall insulation (EWI).

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