BPCA provides a free and impartial service that aims to resolve disputes between consumers and providers in the pest management sector. BPCA is a Chartered Trading Standards Institute (CTSI) approved alternative dispute resolution (ADR) provider.
BPCA is approved by Government as a consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.
Our consumer ADR scheme handles consumer-to-business disputes, including domestic and cross-border disputes (UK).
BPCA ADR helps with disputes that remain unresolved after you have attempted to resolve the issue directly with the member first. BPCA can only deal with complaints involving BPCA member companies.
First of all, we are very sorry to hear you're not happy with things. Our staff team can give you advice before you send in your complaint. A member of our team is always available during office hours on +44 (0) 1332 294 288 or via [email protected]
Post Complaints should be sent to:
BPCA
4A Mallard Way
Pride Park
Derby
DE24 8GX
Jump to:
Our complaints process
BPCA can only deal with complaints that are related to pest management work. We do not deal with complaints that are outside of pest management activities, ie cleaning, specialist hygiene, etc.
BPCA can also only deal with complaints related to member companies. You can check to see whether a company is a BPCA member with our check a member tool.
BPCA acts as a trade association for companies involved in public health pest control. This includes manufacturers, suppliers, consultants and servicing companies. The Association promotes, watches over, and advances the interests of such companies and encourages efficient service by them to their clients, whether domestic or commercial.
The Association will look at any complaint in conjunction with the Code of Conduct and our codes of best practice and will try to mediate in any dispute with the aim of achieving a satisfactory outcome.
BPCA can review a complaint and give its judgement on the situation. This is the outcome of the complaint. A financial settlement is a payment, such as a refund or compensation. BPCA cannot enforce a financial settlement, even where a complaint is upheld.
An outcome reached through ADR does not prevent either party from seeking legal redress through the courts. An ADR outcome may differ from the outcome a court would reach.
Complaints will be dealt with if they are regarding:
- Poor pest control service (public health, wildlife)
- Poor customer service standards
- Suspected illegal conduct
- Unprofessional conduct.
Complaints must:
- Be submitted to BPCA within 12 months of job commencement
- Have enough detail and paperwork for us to investigate, for example - evidence of issues experienced is required ie treatment reports, quotations, invoices, surveys, photos, etc
- Have been the subject of an attempt to resolve the issue directly with the member first.
Grounds for refusal
In some instances, BPCA cannot deal with a complaint if:
- Prior to submitting the dispute, the consumer has not attempted to resolve the issue directly with the member first.
- The dispute is frivolous or vexatious.
- The dispute is being, or has been previously, considered by another approved ADR provider or by a court.
- The consumer has not submitted a complaint to us within the time period specified (within 12 months of job commencement).
- The dispute is about a non-member.
- The dispute is based solely on hearsay, opinion, informal second opinion or without evidence.
Consumer ADR scheme rules and your choices
How the scheme works
BPCA offers mediation and early resolution only. The process is explained on this page.
It may be necessary for BPCA to refuse a complaint through ADR if it meets the grounds for refusal set out on this page.
There are three ADR officials: one primary case handler and two supporting officials. They are appointed on a permanent basis, but their roles are not exclusively case handling.
When helping to resolve a dispute, we take account of regulations, relevant law, Codes of Best Practice and technical guidance documents.
Language and communication
Disputes must be submitted in English. We can only conduct the ADR procedure in English.
We may communicate with you by letter, email or telephone.
Cost, advice and withdrawal
There is no charge to consumers for our ADR process.
You do not need to obtain independent or legal advice, or be represented by a third party, to take part. You may choose to do so if you wish.
Consumers may withdraw from the ADR process at any stage.
Understanding the outcome and any proposed solution
The outcome of a complaint is BPCA's judgement on the situation, based on the information and evidence provided. Both parties receive an outcome letter explaining our judgement and the reasons for it.
A financial settlement is separate from that judgement. BPCA cannot enforce a refund, compensation or any other financial settlement, even if we uphold a complaint.
If a solution is proposed through mediation or early resolution, both parties will be given reasonable time to consider it. Each party can choose whether to accept the proposed solution.
An outcome reached through ADR does not prevent either party from seeking legal redress through the courts. An ADR outcome may differ from the outcome a court would reach.
Complaining about a BPCA member
You can check to see whether a company is a BPCA member with our check a member tool.
Step one: Contact the member
Before you complain to BPCA, you must have attempted to resolve the issue directly with the member first. The following steps may help:
Problems between the client (you) and the company (our member) can arise because of misunderstandings or a breakdown in communication, and can often be resolved by direct discussion with the person concerned.
- Telephone the company to try and resolve the complaint yourself (record dates and the name of the person you speak to)
- Utilise emails to resolve your complaint – these can be used as evidence if you do decide to submit a formal complaint to BPCA
- Inform the member company that you intend to submit a complaint to their Association if the issue is not resolved.
Please note that your contract is between yourself and the person or business which issued the invoice/receipt and so you should approach them initially.
Step two: Submitting a formal complaint
If you have attempted to resolve the issue directly with the member and it remains unresolved, BPCA may be able to help through mediation and early resolution.
You must submit your formal complaint to the Association by completing the complaints form, setting out the details of your complaint.
Formal member complaint form
How BPCA investigates member complaints
Our consumer ADR resolution process takes 60 days on average. The time allowed for each stage and how the process works depend on the type and complexity of the complaint and how effectively both parties communicate.
The process is:
- Acknowledgement: We acknowledge receipt of your complaint and explain how we will proceed.
- Initial review: Our Compliance Manager reviews the complaint and may ask you for further information. We contact the member company so it can give its account of events.
- Submitting evidence: Both parties have 14 days from BPCA's first contact to submit documents and evidence supporting their dispute.
- Commenting on evidence: Both parties then have a further 14 days to comment on the other party's evidence.
- Complete complaint file: Once we have received the complete complaint file from you and the trader, we will notify you.
- Assessment: The Compliance Manager assesses the complaint and the resolution that may be achieved.
- Considering a solution: Both parties are given reasonable time to consider a proposed solution and decide whether to agree.
- Outcome letter: Both parties receive a letter explaining BPCA's judgement on the complaint and the reasons for it.
- If the complaint remains unresolved: We explain further steps you can take.
After our review
We will explain our judgement on your complaint in the outcome letter. BPCA cannot enforce a financial settlement, including a full or partial refund or compensation. If you wish to pursue a financial claim, you may choose to seek independent advice.
You can view BPCA's Code of Conduct and Codes of Best Practice online.
We will make every effort to help both parties resolve the dispute. If it remains unresolved, we will explain further steps you can take.
Complaining about a non-member
Unfortunately, we cannot deal with complaints against non-members. We suggest you contact your local Trading Standards Department for support.
If you need help submitting a complaint please contact:
England and Wales: citizensadvice.org.uk or 03444 111 444 (England) / 03444 77 20 20 (Wales)
Scotland: cas.org.uk or 03454 04 05 06
Northern Ireland: citizensadvice.co.uk or 0300 1 233 233
Ireland: citizensinformation.ie or 0761 07 4000
Complaining about a fellow Member
We hope that it will rarely be necessary for you to make a complaint against a fellow member of the Association but, if you feel obliged to do so, then this text explains the process to be followed. This sets out the mechanism for investigating any alleged breaches of the Association’s Code of Conduct by any of its members.
Step one: Initial contact
Dissatisfaction between members can often arise because of misunderstandings or a breakdown in communication and can often be resolved by direct discussion with the fellow member concerned. Have you spoken to your fellow member?
If you have not already done so, please write to your fellow member setting out the problem.
If the person concerned is an employee you should approach the proprietor or the managing director.
Step two: Formal complaint
If you have attempted to resolve the issue directly with your fellow member and it remains unresolved, BPCA may be able to investigate.
Any complaint must be made to the Chief Executive in writing. A letter (on your company headed paper) should, therefore, be sent to the Association’s Derby office setting out the details of your complaint. When sending the letter, please include copies of all correspondence which has passed between yourself and your fellow member and any evidence of the alleged improper conduct. It should be noted that ‘hearsay’ is not acceptable evidence and will not be taken into consideration.
Written comments from a third party, such as a client or witness, may be admissible as evidence.
A copy of the letter and supporting documents will be sent to the member concerned (respondent) asking for their written comment on the situation. All correspondence will then be considered by the Chief Executive and Investigating Officer with reference to the Association’s Code of Conduct.
The Association will consider the facts and investigate allegations of improper conduct. Both the complainant and respondent will be informed, in writing, of the Association’s decision and recommendations.
Limitations of the Associations' authority
British Pest Control Association acts as a trade association to promote, watch over and advance the interest of its members and encourage efficient service by them to their clients. In pursuit of this, the Association will always try to mediate in any dispute with the aim of achieving a satisfactory outcome. BPCA cannot enforce a financial settlement, including a refund or compensation.
Nevertheless, a genuine effort will be made to deal with the problem and achieve a satisfactory solution.
The Association cannot prohibit free speech and it should be recognised that members are entitled to express their own honestly held opinions, subject to the Code of Conduct.
Summary
Most complaints can be resolved by good communication.
- Communicate with the member concerned. If this does not resolve the complaint then:
- Put your grievance in writing to the Chief Executive
- A copy of your letter will be sent to the member concerned asking for their comment
- All correspondence will then be considered by the Investigating Officer and Chief Executive
- Appropriate action will be taken / recommendations made
Complaints about the Association itself
If you have a complaint against the Association itself, please try to speak to the person you have been dealing with, who should be able to help you to resolve the issue.
If you are still unhappy, please contact our Chief Executive to have your complaint investigated further. We aim to respond within five working days and to have investigated the complaint within 20 working days.
Email: [email protected]
Post:
PRIVATE AND CONFIDENTIAL: COMPLAINT
Rosina Robson, CEO
BPCA 4A Mallard Way Pride Park
Derby
DE24 8GX