Complaints

First of all, we are very sorry to hear you're not happy with things. Our staff team can give you advice before you send in your complaint. A member of our team is always available during office hours on 01332 225 112 or via complaint@bpca.org.uk 

Post Complaints should be sent to:

BPCA
4A Mallard Way
Pride Park
Derby
DE24 8GX

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Our complaints process

When we first get a complaint we will first check that it:

  • Is about a subject and organisation that we can look at
  • Has gone through the right complaints process
  • Has arrived at our office within 12 months of when the issues in your complaint happened
  • Has enough detail and paperwork for us to get to work on it

It's important to note we can't look at complaints:

  • About issues that happened more than a year ago (unless there are special circumstances)
  • About employment, personnel or most contractual matters
  • That have been taken to court or a tribunal
  • Against non-member companies

Complaining about a BPCA member

You can check to see whether a company is a BPCA member with our check a member tool.

We hope that it will rarely be needed for you to make a complaint against a member of the Association but, if you need to do so, then this section explains the process to be followed.

The Association acts as a professional body and as a trade association of companies involved in public health pest control. This includes manufacturers, suppliers, consultants and servicing companies. The Association promotes, watches over, and advances the interests of such companies and encourages efficient service by them to their clients, whether domestic or commercial. The Association will look at any complaint in conjunction with the Code of Conduct and will try to mediate in any dispute with the aim of achieving a satisfactory outcome. Failing this, the matter may be brought before the BPCA Executive Board which will decide on appropriate action regarding the member concerned.

However, the Association has no legal sanction; it is not a court of arbitration and has no powers to enforce a settlement. Thus, while the Association will use its best endeavours to mediate and resolve a dispute with the aim of achieving an outcome which is reasonably satisfactory to both parties, it cannot enforce one.

Step one: Contact the member

Problems between the client (you) and the company can arise because of misunderstandings or a breakdown in communication, and can often be resolved by direct discussion with the person concerned. If a phone call to the company does not solve the issue, please write to the BPCA member concerned setting out the problem.

You may also wish to ask for an appointment at the premises where the work was carried out. Make sure you find out who is the right person to speak to about complaints.

Please note that your contract is between yourself and the person or business which issued the invoice/receipt and so you should approach them initially.

Step two: A formal complaint

If your own efforts to resolve a grievance directly with our member have failed, then the Association may be able to investigate the matter on your behalf and will use its best efforts to resolve things.You must submit your formal complaint to the Association in writing, on your company headed paper setting out the details of your complaint. The points which need to be covered are shown below.

You must submit your formal complaint to the Association in writing, setting out the details of your complaint. The points which need to be covered are shown below. Please note that ‘hearsay’ evidence is not acceptable and cannot be taken into consideration, nor will informal second opinions from any third party, whether a BPCA member or not. Make sure you have gone through step 1 before sending anything to us.

When returning your formal letter of complaint to the Association, please include copies of all correspondence which has passed between yourself and the member concerned.

Step three: Formal second opinion

If appropriate, the Association will arrange for a formal second opinion from a suitably qualified individual. A charge may be made for this service, but we will not do this without your approval.

Summary

The British Pest Control Association does not have the authority to order a refund or part refund by the member, irrespective of the outcome of the complaint, particularly if further services have subsequently been purchased from another company. Citizens
Advice, Trading Standards or Consumer Direct can advise you as to your consumer rights with regard to a refund. Only a court of law has the authority to order any action or payment in connection with a complaint.

Nevertheless, a genuine effort will be made to deal with your problem and achieve a satisfactory solution. Should your complaint be upheld, this may result in disciplinary action including termination of the company’s membership of the Association. Please note that the BPCA complaints procedure may not be used as a precursor to litigation (that is, you can’t use our process to take someone to court).

Most complaints can be resolved by good communication between the client and member.

  • Communicate with the member. If this does not resolve the complaint then:
  • Put your grievance in writing to the business in question. If this does not resolve the issue, then:
  • Put your grievance in writing to the Association enclosing copies of all relevant correspondence. A copy of your letter will be sent to the member concerned asking for their comment. All correspondence will then be considered by the Investigating Officer, the Chief Executive and, when appropriate, the Complaints Committee and appropriate action taken and/or recommendations made

Points to be included in a formal letter of complaint

Please provide as much of this information as you can, including:

  1. Your names
  2. Your address (including postcode)
  3. Your daytime telephone number
  4. Your email address
  5. How you’d like to be contacted (e.g., phone, email, letter)
  6. The name, company or business and the address of the member you are complaining about
  7. The date on which the product or service was provided by the member in question
  8. A brief outline of the procedure carried out by the member
  9. Whether you have taken up your complaint with the member. If yes, what happened? If no, why not?
  10. Whether you are currently pursuing litigation against the member (i.e. are you going to court over the issue?). If this is the case, we cannot pursue the complaint until the court case has been resolved
  11. The date on which you officially notified the member of your dissatisfaction
  12. The nature of your complaint and what particularly dissatisfied you
  13. Details of any losses/damages
  14. How you consider that the British Pest Control Association can best assist you in resolving the problem

Complaining about a non-member

Unfortunately, we cannot deal with complaints against non-members.  We suggest you contact your local Trading Standards Department for support.

Tips on complaining

You should first tell the organisation with which you are unhappy that you want to complain. This will give them the chance to put things right. You can make your complaint in writing, in person, by phone, email or by asking someone else to do it for you. It is probably best to put it in writing so there is a record of the complaint.

If you complain in writing, it is helpful to follow the steps below:

  1. Ask for the organisation's complaints leaflet or procedure
  2. Clearly, mark your letter ‘complaint'
  3. Make sure you write to the correct member of staff at the right address. Phone the organisation for advice if you're not sure who to write to
  4. Keep copies of your letters and the replies you get back. If someone from the company responds to you by telephone, ask them to also put their response in writing
  5. Most organisations will try to resolve your complaint quickly and at the first point of contact
  6. If you are unhappy with the reply you get from the organisation, ask them to take it to the next stage of their complaints procedure. If you are not sure how to do this, call them to find out
  7. Follow all steps in the complaints leaflet or procedure
  8. If you need help making the complaint, contact Citizen's Advice:

England and Wales: www.citizensadvice.org.uk or 03444 111 444 (England) / 03444 77 20 20 (Wales)

Scotland: www.cas.org.uk or 03454 04 05 06

Northern Ireland: www.citizensadvice.co.uk or 0300 1 233 233

Ireland: www.citizensinformation.ie or 0761 07 4000

Complaining about a fellow Member

We hope that it will rarely be necessary for you to make a complaint against a fellow member of the Association but, if you feel obliged to do so, then this text explains the process to be followed. This sets out the mechanism for investigating any alleged breaches of the Association’s Code of Conduct by any of its members.

Step one: Initial contact

Dissatisfaction between members can often arise because of misunderstandings or a breakdown in communication and can often be resolved by direct discussion with the fellow member concerned. Have you spoken to your fellow member?

If you have not already done so, please write to your fellow member setting out the problem.

If the person concerned is an employee you should approach the proprietor or the managing director.

Step two: Formal complaint

 If your own efforts to resolve a grievance have failed then the Association may be able to investigate the matter on your behalf. Any complaint must be made to the Chief Executive in writing. A letter (on your company headed paper)

Any complaint must be made to the Chief Executive in writing. A letter (on your company headed paper) should, therefore, be sent to the Association’s Derby office setting out the details of your complaint. When sending the letter, please include copies of all correspondence which has passed between yourself and your fellow member and any evidence of the alleged improper conduct. It should be noted that ‘hearsay’ is not acceptable evidence and will not be taken into consideration.

When sending the letter, please include copies of all correspondence which has passed between yourself and your fellow member and any evidence of the alleged improper conduct. It should be noted that ‘hearsay’ is not acceptable evidence and will not be taken into consideration. However, if you can obtain written comments from a third party (eg a client or witness) then this may be admissible. A copy of the letter and supporting documents will be sent to the member concerned (respondent) asking for their written comment on the situation. All correspondence will then be considered by the Chief Executive and Investigating Officer with reference to the Association’s Code of Conduct. Should it be considered that the respondent is in breach of the Code of Conduct and there

A copy of the letter and supporting documents will be sent to the member concerned (respondent) asking for their written comment on the situation. All correspondence will then be considered by the Chief Executive and Investigating Officer with reference to the Association’s Code of Conduct. Should it be considered that the respondent is in breach of the Code of Conduct and there is, therefore, a case to be answered the facts will be put to the Association’s Complaints Committee.

The Complaints Committee will consider the facts and investigate allegations of improper conduct. Both the complainant and respondent will be informed, in writing, of the Complaints Committee’s decision and recommendations. If it is felt appropriate the Complaints Committee may report its findings to the BPCA Executive Board, together with any recommendation of sanctions to be applied to the member if the original charge is found proven. 12 If the issue is considered to be of a serious nature then the Association’s official disciplinary procedure will be enforced (further details of this are available on request). Should your complaint be upheld, this may result in disciplinary action including termination of the respondent’s membership of the Association. The respondent has the right of appeal.

If the issue is considered to be of a serious nature then the Association’s official disciplinary procedure will be enforced (further details of this are available on request). Should your complaint be upheld, this may result in disciplinary action including termination of the respondent’s membership of the Association. The respondent has the right of appeal.

Limitations of the Associations' authority 

British Pest Control Association acts as a trade association to promote, watch over and advance the interest of its members and encourage efficient service by them to their clients. In pursuit of this, the Association will always try to mediate in any dispute with the aim of achieving a satisfactory outcome. Failing this, the matter may be brought before the BPCA Executive Board which will decide on appropriate action regarding the member concerned. Only a court of law has the authority to order any action or payment in connection with a complaint. The Association does not have the authority to order a refund or part refund of any payments made relating to the complaint. Nevertheless,

Only a court of law has the authority to order any action or payment in connection with a complaint. The Association does not have the authority to order a refund or part refund of any payments made relating to the complaint. Nevertheless, a genuine effort will be made to deal with the problem and achieve a satisfactory solution.

The Association cannot prohibit free speech and it should be recognised that members are entitled to express their own honestly held opinions, subject to the Code of Conduct.

Summary 

Most complaints can be resolved by good communication.

  • Communicate with the member concerned. If this does not resolve the complaint then:
  • Put your grievance in writing to the Chief Executive
  • A copy of your letter will be sent to the member concerned asking for their comment
  • All correspondence will then be considered by the Investigating Officer and Chief Executive and subsequently by the Complaints Committee and Executive Board if considered appropriate
  • Appropriate action will be taken / recommendations made

Complaints about the Association itself

If you have a complaint against the Association itself, please try to speak to the person you have been dealing with, who should be able to help you to resolve the issue.

If you are still unhappy, please contact the Chief Executive to have your complaint investigated further. We aim to respond within five working days and to have investigated the complaint within 20 working days.

Email: simon@bpca.org.uk

Post:

PRIVATE AND CONFIDENTIAL: COMPLAINT
Simon Forrester, Chief Executive
BPCA 4A Mallard Way Pride Park
Derby
DE24 8GX