Product approval & certification

BBA certification is recognised throughout the construction industry as a symbol of quality and reassurance. It's the vital ingredient in the provision of assurance, quality and integrity to a plethora of stakeholders in the construction industry.

Homeowner Complaints

All BBA scheme members sign up to a customer charter that covers their own internal complaints process and the ability to make a complaint through the BBA. All complaints received through the BBA are independently investigated. The BBA will work with our installer to ensure they are liaising with the homeowner to close the complaint.

 

Do note that the BBA is not a dispute resolution body and do not have a legal standing to enforce a resolution, we can, however,  withdraw the installer from the BBA scheme if the installer is not acting in line with our set procedures.

Making a complaint

If you have had work done by one of our Certified Installers and you are unhappy with the result, it’s advisable first to contact your installer and try to resolve directly.

However, if these attempts to mediate are unsuccessful, you can register a complaint with the BBA Installer Certification team.

The BBA may not be able to deal with all complaints depending on their nature. However, we will do our best to address your complaint and take the appropriate action.


All BBA scheme members sign up to a customer charter that covers their own internal complaints process and the ability to make a complaint through the BBA. All complaints received through the BBA are independently investigated. The BBA will work with our installer to ensure they are liaising with the homeowner to close the complaint.

BBA responsibilities in regards to complaints made against a scheme member


BBA Audit and Inspection has an active role in assessing the competence and compliance of our members in line with the requirements of each certification scheme. It is our responsibility to ensure that members are performing their duties to a compliant standard and we take complaints of this nature extremely seriously.

The BBA Audit and Inspection unit are responsible for setting the rules by which all scheme members must abide to maintain their membership. All members are required to have their
complaints procedure to answer any customer grievance.

Also, we provide a work quality guarantee to cover notifications made by members of our Competent Person Scheme (CPS). The work quality guarantees are set for six years from the completion of the work, for works that fail to comply with the standards required by building regulations and the original installer cannot rectify the works themselves.

The BBA follows an approved homeowner complaints procedure. We are required to make an impartial judgement on how our members respond to a homeowner's complaint, and this includes taking action against a member who does not settle any matter to the satisfaction of the scheme requirements.

It is not within the remit of the BBA to offer compensation or arrange for another installer to correct non-compliant work. However, an installer may offer this themselves as a part of their own complaint’s resolution procedure.

If you would like to make a complaint or file an appeal, then please contact or phone on 01923 665300

Audit and Inspection services