Please contact us if you have any cause for concern about a BBA product or service, or any complaint.
- Either complete your information and add your message at CONTACT US – bbacerts. Choose ‘Complaint or Concern’ as the Subject for your message.
- Or contact us by email at firstname.lastname@example.org and include ‘Complaint’ or ‘Concern’ as appropriate in the subject line. If you need to attach files, this may be the better option for you.
Valid concerns and complaints might include the following topics, but this list is not exhaustive:
- BBA Approved Installer
- BBA approved product
- BBA Certificate Holder
- BBA Certificate content
- BBA testing
- BBA service
Please include in your message or email a description of your concern or complaint, including any relevant Certificate number(s) or installer name(s) / number(s).
In general, if a concern or complaint is about a particular installation or instance of a product, we would expect that you have already contacted the organisation who sold or installed the product, but are dissatisfied with the response. If you want the BBA to investigate a specific complaint, you will need to give permission to share your details with the installer or certificate holder, so that we can establish what actions they have taken to resolve your situation.
After you have submitted a concern or complaint, you will receive an acknowledgement, and if it appears to be a valid concern or complaint, you will be given a case number for future reference. If there is additional information that would be helpful in investigating your concern or complaint, a member of BBA staff will contact you to ask if you can supply it. A valid concern or complaint is generally allocated to an appropriate member of staff within the BBA, so you may be contacted by more than one individual while your case is being considered.
The BBA cannot take responsibility for any individual product or installation, but does monitor the effectiveness with which approved installers and Certificate holders handle complaints against them. The BBA will make every effort to investigate the situation, to establish what efforts have already been made to address any concerns, and where appropriate, encourage the installer or Certificate holder to take any further required actions.
The BBA does not have any legal power of enforcement over installers or Certificate holders. The strongest action within the BBA’s power is to withdraw an approval or Certificate. One impact of this is that if a complaint is made about an installer or product that is not the subject of a current approval, there may be nothing that we can do about the situation.
If your concern or complaint is about BBA service, a Certificate decision, or the conduct of a member of BBA staff, the case will be dealt with by someone independent of anyone involved in the subject of the concern or complaint.