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Complaints Procedure

Got a Complaint?

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. Click here for further information.

A member of our team is always available in office hours on 01332 225 112 or via

Post Complaints should be sent to:

  • BPCA
    4A Mallard Way
    Pride Park
    DE24 8GX


Our process:

When we first get a complaint we will first check that it:

  • Is about a subject and organisation that we can look at.
  • Has gone through the right complaints process.
  • Has arrived at our office within 12 months of when the issues in your complaint happened.
  • Has enough detail and paperwork for us to get to work on it.



We can't look at complaints:

  • About issues that happened more than a year ago (unless there are special circumstances).
  • About employment, personnel or most contractual matters.
  • That have been taken to court or a tribunal.
  • Against non-member companies.


How we can help

Please answer the following questions to see where we can help.

Are you:

  • A member of the public?
  • A Company (ie is this a commercial complaint)?
  • A BPCA Member?

Is your complaint:


Tips on Complaining

You should first tell the organisation with which you are unhappy that you want to complain. This will give them the chance to put things right.

You can make your complaint in writing, in person, by phone, email or by asking someone else to do it for you. It is probably best to put it in writing so there is a record of the complaint.

How to complain in writing

If you complain in writing, it is helpful to follow the steps below:

  1. Ask for the organisation's complaints leaflet or procedure.
  2. Clearly mark your letter ‘complaint.'
  3. Make sure you write to the correct member of staff at the right address. Phone the organisation for advice if you're not sure who to write to.
  4. Keep copies of your letters and the replies you get back. If someone from the company responds to you by telephone, ask them to also put their response in writing.
  5. Most organisations will try to resolve your complaint quickly and at the first point of contact.
  6. If you are unhappy with the reply you get from the organisation, ask them to take it to the next stage of their complaints procedure. If you are not sure how to do this, call them to find out.
  7. Follow all steps in the complaints leaflet or procedure.
  8. If you need help making the complaint, contact Citizen's Advice:

    England and Wales: or 03444 111 444 (England) / 03444 77 20 20 (Wales)

    Scotland: or 03454 04 05 06

    Northern Ireland: or 0300 1 233 233

    Ireland: or 0761 07 4000