Complaint Handling Statement and Procedure

BIU puts its customers at the heart of everything we do and we are committed to providing excellent customer service.

However, we appreciate that sometimes things can go wrong.  When they do we strive to resolve all issues quickly and efficiently.  Customer feedback is always welcomed as it is essential to the continual improvement and development of our products and services.

How to contact us

The easiest and quickest way to resolve your complaint is to telephone us on 01253 789816.  You may wish to speak to your Account Manager, or to our Operations Director, Julian Carter, who is responsible for customer satisfaction across BIU.

Alternatively, if you are unable to phone or would prefer to write, you can contact us by email directly to your Account Manager, or to julian@biu.com, or by post using the address listed below.

You can write to us at BIU, St Annes Buildings, 349 Clifton Drive North, St Annes, Lancashire, FY8 2NA.

If at any time you would prefer to talk to us face to face about your complaint, you can arrange a meeting with your Account Manager or with Julian Carter.

Our process

All our employees are trained to offer you the best possible customer service and will do their utmost to help you.

If they need to involve their Manager, they will do so to ensure the matter is resolved.

We aim to reply to written correspondence within 3 working days after we receive your letter, however, more complex issues may take longer.

We may have to contact other agencies or suppliers to help resolve your complaint.

As part of resolving your complaint we will offer you an explanation. We will also take remedial action in appropriate circumstances.

Step 1 – to resolve your complaint at the first point of contact

When you telephone us with a problem we will attempt to resolve matters with you whilst you are on the call.

However, if necessary your complaint will be escalated to a Manager or to the Operations Director.

We want to agree a solution within 5 working days, although complex issues may take longer.

If you write to us with a problem please provide your full contact details as we aim to fully resolve matters within 5 working days after we receive your letter.

We may try to contact you by telephone to help with this resolution.

If we cannot resolve your complaint fully or have not agreed a form of resolution within 5 working days after your first contact, then you can proceed to the next step.

Step 2 – to resolve within 10 working days of escalation from Step 1

Following Step 1, if the complaint has not been resolved to your satisfaction, then you can raise the matter with our Operations Director who will undertake an independent internal review and aim to reach a resolution within 10 working days. You can contact the Operations Director, providing your name, and full contact details as follows:

Phone – 01253 789816
Email – julian@biu.com
Post – Julian Carter, Operations Director, BIU, St. Annes Buildings, 349 Clifton Drive North,  St. Annes, Lancashire, FY8 2NA

If you would prefer, you can deal with your complaint throughout this process by speaking with us rather than writing.

Step 3 – Independent help and advice

If you haven’t received a satisfactory response from our Operations Director within ten working days or if eight weeks have passed since you first registered your complaint you can take your complaint to a relevant third party or Ombudsman.

BIU holds IS0 9001 certification and all complaints are logged and recorded through our Non-Conformance reporting system.

We regularly review the nature and cause of any complaints made and ensure appropriate steps, such as training or improved systems and process are put in place to ensure complaints do not reoccur.