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Making a service complaint

Discover how to raise a complaint if you are dissatisfied with the service you receive from us

We always strive to offer the highest level of customer service to consumers and approved BHTA-member companies. If you believe we have failed to live up to your expectations, we want to hear from you.

Our mission at the BHTA is to ensure we provide support to vulnerable consumers and raise customer service levels among responsible companies.

If you feel the service you have received from a member of the BHTA has not met your expectations, please follow the steps below.

Please note: You can raise a complaint about the service you received from the BHTA while any existing case pertaining to an existing member complaint is live.

How may our service have fallen short of your expectations? Examples include, but are not limited to:

• Failure to be kept well informed regarding the status of a complaint
• Delays with the dealing of your complaint
• Inappropriate communication from a BHTA member(s) of staff

Contacting the BHTA to raise a complaint

In the first instance, we would encourage you to raise your complaint to us directly, using the email address. Alternatively, you are free to call us as well to discuss things over the phone on 020 7702 2141.

Once a complaint has been raised about the service we have provided, a senior member of the management team will investigate to determine what has happened, and provide you with a response detailing the next steps.

Raising a complaint via the Chartered Trading Standards Institute

If you are dissatisfied with the outcome of our internal complaints investigation, you can make a complaint to the Chartered Trading Standards Institute (CTSI), the operator of the Consumer Codes Approval Scheme (the organisation responsible for endorsing our Code of Practice).

Three simple steps to raise a complaint via CTSI

Step 1: Contact the BHTA to give us the opportunity to resolve the issue

Please refer to the advice at the top of this page.

Step 2: If a resolution cannot be agreed, raise a complaint about BHTA by emailing CTSI’s Consumer Codes Approval Board (CCAB) at

Step 3: An executive or manager at CTSI will initially review the complaint to check that it is within scope of investigation. Should this be the case then you will be contacted with details of what it will do with your case

Should this be the case, then you will be contacted with details of how CTSI will progress your complaint.

More information is also available on CTSI’s online Consumer Hub (at the bottom of the page, in the section marked “What if I have a complaint about a code sponsor?”)

Download the CTSI’s Complaints Procedure for CCAS Code Sponsors today

CTSI complaints procedure

A simple step-by-step guide from CTSI about how to raise a complaint.

Download CTSI’s Consumer Codes Approval Scheme Core Criteria & Guidance

CTSI CCAS Core Criteria

The requirements we must meet as a Code Sponsor, as set out by CTSI.

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