Complaints

Bartrams Associates Ltd are a member of the BHTA (British Healthcare Trade Association) and agree to abide by their Code of Practice. You can download a copy at: http://www.bhta.net/code_of_practice.html.

Bartrams are committed to providing a high-quality service to everyone we deal with. However, we do understand that sometimes things go wrong and people may want to share a concern or make a complaint about our goods or services.

Our complaints policy (please see pages 4-5) sets out how we deal with those concerns/complaints. If you have cause for concern, please email pa@bartrams.net or write to:

Administration Manager, Bartrams Associates Ltd, Unit 50, Lancaster Way Business Park, Ely, Cambridgeshire, CB6 3NW.

We will acknowledge your complaint within 3 working days and aim to resolve any issues within 10 working days.

If you feel that Bartrams Associates Ltd have not resolved your complaint satisfactorily you can contact the British Healthcare Trade Association for mediation (and ultimately arbitration) and, as a member we will participate in this process.

The BHTA can be contacted by email: complaints@bhta.com, or by letter. Please address letters to: BHTA, Suite 4.6, The Loom, 14 Gowers Walk, London E1 8PY.

Alternatively, you can approach ADR (Alternative Dispute Resolution) provider:

ADR Group http://www.consumer-dispute.co.uk and we will participate if you do so.

Or please visit the EU’s online platform for dispute resolution at: http://ec.europa.eu/consumers/odr/ .

For further details please contact Bartrams Associates: Email: pa@bartrams.net Address: Administration Manager, Bartram Associates Ltd, Unit 50, Lancaster Way Business Park, Ely, Cambridgeshire, CB6 3NW.

This policy sets out how we deal with those concerns/complaints.

All complaints will be dealt with in an appropriate and confidential manner in accordance with the Data Protection Act 1998 and ISO 27001 Information Security Management.

Any member of staff can take the details of a complaint or concern. The details will then be forwarded to the Information Systems team for logging and responding.

An acknowledgement of the complaint will be sent within 3 working days. The acknowledgement will be sent either by post or email.

The Information Systems team will forward the complaint to the appropriate Manager for investigation.

Bartrams aim to resolve customer complaints within 10 working days; however, where this is not possible, an update will be provided within that same timescale. Any further updates will be sent regularly at intervals agreed with the complainant.

The final resolution letter/email will be sent by the Information Systems team to the complainant with details of any action taken.

Any additional action required by Bartrams will be carried out by the Information Systems team; for example: logging issues with Regulatory Bodies, suppliers, Health & Safety Executive or amending of internal procedures.