Consumer Guide to the BSHAA Customer Care Scheme

BSHAA's Customer Care Scheme is all about re-assuring you that if you choose a scheme member, not only will  you be getting the benefit of their skill and experience but the re-assurance that if things don't go according to plan there is a procedure in place to help put it right.  Every business in the scheme has to have its own user-friendly complaints procedure and at the outset must give you a leaflet explaining how it works.   It will tell you how you can raise issues of concern and in what timescales the business will deal with your concerns.   In the unlikely event that this doesn't resolve your difficulties, you can then ask BSHAA to step in.

We promise we will deal responsively with any concerns you have about the product or service you have received from a member business and will provide free of charge, an independent conciliation service to seek a solution which is acceptable to you and the business.   If we can't, then we can offer independent arbitration which, if you accept, is binding on the business.