bpha is committed to providing a good service to all customers. We recognise that sometimes people will have cause for dissatisfaction with our service and will wish to make a complaint. Our complaints process is easy to use and all complaints are dealt with fairly, impartially and in a timely manner.
How does it work?
Make a complaint
Hear from us within 72 hours
Discuss your complaint in detail
Resolution and agreement
Making a complaint
How do I make a complaint?
You can make a complaint in any of the following ways:
Please note: we only accept complaints where a dissatisfaction has happened in the last 6 weeks. But there may be special circumstances where we will consider complaints up to 6 months if there has been a continuous dissatisfaction.
Who can I speak to when making a complaint?
Our Customer Service Team can be contacted on 0330 100 0272 and always aim to resolve your issue straight away. If they’re unable to do this, it may be that your concern will need to be logged for further investigation.
It might be that your issue could be better resolved through another organisation where you may be able to seek independent advice. We can help by signposting you to other organisations where appropriate.
What do I need to tell you?
So that we can help you as quickly as possible, please tell us what the problem is and when it started. It would be helpful if you could let us know the names of any employees you have already spoken to about this matter.
We will ask you what you would consider as a reasonable resolution and will explain to you if this is achievable.
What happens after I have complained?
We will strive to resolve your complaint as quickly as possible. When we receive your complaint, we will contact you within 72 working hours.
At this point, we will discuss your concerns in more detail so that we can work towards reaching an agreed solution.
Your complaint handler may need to investigate further and will agree with you a communication plan to keep you informed of the progress.
When the investigation is complete, your complaint handler will contact you to advise you of the proposed resolution and any learnings identified from your complaint. Where possible this will be within 10 working days of your complaint being logged with us.
Where can I find your Complaints Policy?
You can read and download our full Compliments and Complaints Policy here.
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