Complaints policy

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Our Complaints Policy

BSRIA is committed to providing a high-quality service for its clients, members and stakeholders working in a transparent and accountable manner that earns their respect and loyalty. We continually strive to improve our services by listening to the views of our clients, members and stakeholders by responding constructively and supportively in particular to complaints, and by putting mistakes right.

It is our policy that all complaints are treated seriously, investigated in an impartial and prompt manner so that an accurate assessment and resolution can be made.

Our definition of a complaint

“Any written, electronic, or oral communication that alleges deficiencies relating to the quality of the products or services provided by BSRIA.” 

Raising a complaint

You can report a complaint by emailing us at:

What happens next

We will send a letter to the complainant acknowledging receipt of the complaint within 2 working days of receiving it. We will aim to resolve all complaints within 10 working days of receiving the complaint.

Escalation and Appeals

If you are unhappy about the outcome of your complaint, you may be able to appeal. You can do this by sending us a letter explaining your reasons for appealing. Following this, a final review will be made, and you will be informed of the outcome in writing, within 15 working days from the date we have received the appeal.

Lisa Ashworth, Chief Executive Officer, BSRIA