Complaint and Appeal Process

If you are unsure about raising a complaint with the BBA, below are some questions and answers to help explain our complaint handling and appeal process.

Q. Do I have to put my complaint in writing?

No. You can speak to any member of staff who will do their best to resolve your complaint. The Client Experience Manager may also be able to help you and she may be contacted on +44 (0) 1923 665376 or via email feedback@bba.star.co.uk. Complaints may be made in writing, in person, by telephone or by e-mail, whichever suits you. If you are able to complete a feedback form this will help with administration and subsequent investigation.

Q. What happens then?

We will acknowledge your complaint within five working days. We will contact you to discuss how your complaint will be progressed and let you know if we need additional information. We will investigate your concerns thoroughly, carefully and fairly and contact you again when our investigations are completed. If you have requested a written response, this will be sent.

If your complaint is about BBA service we will apologise as necessary and tell you what we will do to stop the same thing occurring again. If we are unable to reply to you within an agreed timeframe we will keep you informed of our progress and give you the reason for the delay.

Please note that if your complaint relates to another BBA Certificate holder or approved installer, that any report produced by the BBA, in connection with a complaint, will be confidential to the BBA and the company under investigation.

Q. What if I am still not satisfied?

You should contact the Client Experience Manager, explaining the reasons why you are not satisfied with the BBA’s response. Further investigations will then be made, a meeting may be suggested to try to resolve any outstanding issues.

If you remain dissatisfied after this, the BBA has an appeal process for your complaint to be reviewed to ensure that everything possible has been done to resolve your concerns. This request should be made in writing to the BBA Chief Executive no later than three months from the date of receiving the BBA’s final response.

Your request should set out clearly and concisely the reasons for dissatisfaction with the BBA decision.

Q. What will happen after I’ve submitted my appeal letter?

The Chief Executive may decide that the review of your complaint should be dealt with by persons other than the BBA Management Team. In such cases she shall request, as she considers appropriate, the BBA Governing Board (GB), or for technical matters, the BBA Technical Advisory Committee (TAC) to form a sub-committee to consider the appeal and will notify you accordingly.

It may be thought, however, that the BBA has done everything possible to resolve your complaint and therefore a further investigation would be of no added value. You will be advised of the outcome of investigations.

Q. As a client, if I raise concerns or make a complaint will this affect my relationship with the BBA?

Absolutely not. Please be assured that the BBA welcomes all forms of feedback from our clients. The Client Experience Manager can advise and guide you on the BBA complaints process. The BBA will deal firmly with any member of staff who discriminates against a client as a result of them having raised a concern or made a complaint.

How to get in touch

If you’d like to talk to someone about your complaint or how to make an appeal, please get in touch by calling +44 (0) 1923 665376, alternatively send an email to feedback@bba.star.co.uk.

BBA appeal process

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