Compliments, complaints and comments

We pride ourselves on being responsive and providing excellent customer service.

If you feel that you have received excellent customer service, please let us know by sending in a compliment to contactus@bdht.co.uk or log on to mybdht, as we love getting positive feedback.

Sometimes things can go wrong. When this happens you have a choice for us to resolve the issue:

• informally as a ‘quick fix’, or

• through our formal complaints procedure

Either way we will ensure that we deal with all complaints fairly, openly and without bias.

• Complaints can be made via the mybdht online customer portal, via Facebook or Twitter, in person, by telephone, by letter or bdht complaint form, by email, fax or by text.
• You can appoint a representative to deal with your complaint on your behalf, and to be represented and/or accompanied at any meeting with the bdht where this has been requested or offered and where this is reasonable.
• We will write to you within 1 working day of receiving your complaint to acknowledge receipt of the complaint and to confirm who will be investigating your complaint.
• We will keep you informed, in writing, at each stage of the complaint process of the name of the person conducting the investigation and the timescale within which the investigation will be completed.

Complaints procedures and policy documents