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. We need the opportunity to put things right, we do this by allocating a manager to look at the request, contact you and agree a resolution within 48 hours. If you are still unhappy with this resolution, or you would like to raise a complaint you have the opportunity to go through our complaint’s procedure.

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

• Complaints can be made via our customer portal mybdht, Facebook or X, in person, by telephone 0800 0850 160, by letter, bdht complaint form, by email, or by text message.
• 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 5 working days 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.

Here are the ways you can make a complaint

Complaints procedures and policy documents