All BSHAA Hearing Aid Dispensers are in the Society’s Mediation Service – a user-friendly, independent service which will investigate and try to resolve complaints made by customers who have not found satisfaction through the dispenser’s own procedures.
It doesn’t seek to apportion blame but to find common ground between the dispensing company and the customer and resolve the complaint to the satisfaction of both. In the last three years, 95% of the cases it investigated were resolved. If necessary, trained conciliators are available and there is also an option of binding arbitration if both parties agree.
If you employ dispensers who are members of BSHAA then you are automatically a member of the scheme. If you, or your Hearing Aid Dispensers, are not members, then encourage them to join to benefit from the Scheme. The Society believes the Scheme will differentiate your business in a busy marketplace and contribute towards an industry-wide commitment to positive standards of customer care. Any size of business employing dispensers, as well as sole trader/practitioners, can benefit immediately from participating in this scheme and there is no registration fee.
Robert Donnan, President
We are now mentioned in ‘Which’ magazine as a complaint route for customers who are not happy with their hearing aids.