Feedback, Complaints and
Appeals.

We welcome feedback of all kinds. In a continuous effort to improve the way we work and deliver and serve our clients, your feedback helps us to ensure that certification of BBA certified products, systems and installers continues to be justified.

Feedback

If you have feedback on the BBA or one of our products, we are happy to hear from you. Please use one of the following routes to contact us:

  • Either complete your information and add your message at CONTACT US – bbacerts. Choose the most appropriate Subject for your area of feedback.
  • Or contact us by email at clientservices@bbacerts.co.uk. If you need to attach files, this may be the better option for you.

A member of staff will get back to you, and will let you know if there is any additional information that would be useful in responding to you.

Misuse of Logo

If you believe that a person or organisation is misusing the BBA logo or name, using logo incorrectly or making claims of approval that are not valid, please let us know and we will investigate.

  • Either complete your information and add your message at CONTACT US – bbacerts. Choose ‘Misuse of Logo’ as the Subject for your message.
  • Or contact us by email at clientservices@bbacerts.co.uk and include Misuse of Logo in the subject line. If you need to attach files, this may be the better option for you.

We will need to know the name of the person or organisation you are referring to, the way in which you believe the misrepresentation is occurring, and where you have seen this (e.g. an internet link, document).

A member of staff will acknowledge your report, and the BBA will then investigate the situation and take action as appropriate. If BBA requests to remove any incorrect references are ignored, the case will be passed to the relevant Trading Standards body.

Concerns and Complaints

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 clientservices@bbacerts.co.uk 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.

Appeals

If you are dissatisfied with the outcome of a complaint to the BBA, you have the right to appeal against the response.

  • Either complete your information and add your message at CONTACT US – bbacerts. Choose ‘Complaint or Concern’ as the Subject for your message, and make it clear in your message that you are appealing the response to a complaint or concern.
  • Or contact us by email at clientservices@bbacerts.co.uk and include ‘Appeal’ in the subject line. If you need to attach files, this may be the better option for you.

Please provide the case number for the concern or complaint that is the subject of your appeal, and explain the reasons why you are dissatisfied with the previous response.

Your message will be acknowledged by a BBA member of staff. The appeal will be escalated to a senior member of staff who was not involved in the handling of the original complaint. This member of staff will review the actions taken to address the original complaint, and judge whether your appeal should be upheld or rejected. You will receive a response with the decision and an explanation.

Escalating to a third party

The BBA is accredited by the United Kingdom Accreditation Service (UKAS). If you have submitted a complaint and an appeal to the BBA about an accredited activity (such as an installer, a product, or BBA service) and you are dissatisfied with the responses from the BBA, you have the right to contact UKAS to escalate the complaint. UKAS have oversight over the BBA’s handling of complaints, and will investigate whether your complaint seems valid, and whether the BBA’s handling of the complaint was reasonable.

Contact us – UKAS

If you have any remaining questions about the policy, please use the button below, or email clientservices@bbacerts.co.uk.

Contact us.