Read more about BSHAA's Mediation Service and Customer Care Scheme.
Members of BSHAA are justifiably proud of the high levels of service they provide...
They are registered health professionals and have to meet the standards of their regulator, the Health and Care Professions Council, as well as BSHAA’s own BSHAA Code of Conduct.
Among other things, this requires each member to act at all times in your best interests by giving hearing advice to improve your quality of life and take every step necessary to satisfy your hearing needs. They will do their utmost to ensure that you are satisfied with the hearing care you get.
If things do go wrong
Every member of BSHAA is signed up to our Mediation Service and will have a clear, responsive procedure in place to deal with your issue.
If they’re not able to deal with the issue, then you will have access to BSHAA’s own independent client mediation service. In the last three years, the scheme has resolved 95% of all the cases it looked into.
Information for Members
While BSHAA’s Client Mediation Service is intended to support the informal resolution of concerns, we are also committed to upholding high professional standards.
If, during mediation, serious concerns arise about a member’s professional conduct or standard of practice, BSHAA may refer the matter to the Health and Care Professions Council (HCPC). This would only happen where the concern may impact patient safety, public confidence, or a member’s fitness to practise.
Information for Patients
If you have any concerns about how your case is being handled during mediation, please don’t hesitate to contact us. We are committed to managing all cases fairly, respectfully, and in a timely manner.
If your concern relates specifically to the professional behaviour or practice of a Hearing Aid Dispenser, you may also contact the Health and Care Professions Council (HCPC), the statutory regulator for HADs. Visit www.hcpc-uk.org for more information on how to raise a concern.
If your issue relates to a payment plan, credit agreement, or insurance product, you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS). Visit www.financial-ombudsman.org.uk or write to FOS at: Exchange Tower, London, E14 9SR.
How to contact us
If you have reason to be unhappy with the service your hearing aid dispenser has provided, in the first instance speak to them as they will have an established resolution procedure.
If you have done this and are still unhappy, then you can lodge your issue with us online by filling in the contact form below or calling 0333 335 6028.
By submitting this form, you agree that the BSHAA Client Mediation Service can investigate your complaint.
All discussion/emails and any other correspondence between BSHAA and the Service Provider will remain confidential.
Mediation Service email: comms@bshaa.org
Client Mediation phone number: 0333 335 6028 or fill in this form below:
Client Mediation Form