They belong to a Society which has a strong commitment to customer care. The prime responsibility of each member is to act at all times in the best interests of their customer and to achieve this they will:

• Give hearing advice based on improving your quality of life and take every step necessary to satisfy your hearing needs
• Respect your confidentiality
• Not use their relationship with you for purposes other than supplying advice and/or equipment for improving your hearing
• Make clear to you all financial consequences before you become irrevocably committed
• Make appropriate provision for the prompt repair of instruments and offer you rehabilitative support
• Attend to your need for help and advice within a reasonable period of time
• Be accessible by telephone/fax or email and reply to communications promptly
• Honour the terms of guarantees, trials and money back arrangements
• Provide for your safety by taking out Professional Indemnity Insurance
• Recognise their responsibilities in relation to good audiological practice and the advertising code

The BSHAA Customer Care Scheme

BSHAA members do their utmost to ensure that you are satisfied with the hearing care you get. However, sometimes things do go wrong and BSHAA members whose businesses participate in the Customer Care Scheme offer you the assurance of access to a user-friendly, independent complaints resolution service. In the event that you aren’t satisfied with the service you have been given you can take advantage of a speedy, responsive and accessible procedure for  complaints and that if they can’t resolve the issue to your satisfaction, BSHAA will offer an independent conciliation service and finally binding arbitration.

British Healthcare Trades Association Consumer Code