Businesses and the Customer Care Scheme

All BSHAA Hearing Aid Dispensers are in the Society’s Customer Care Scheme – 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.

An extremely valuable service to members

“The amount of time and effort that can be required to resolve one complaint is immense. I did not fully appreciate this until I spoke to Jill (in the Customer Care team) about individual examples she has dealt with. This is, after all, a free service that BSHAA provide, that if sourced elsewhere, could cost a fortune.

Robert Donnan, Membership Committee.

Latest Report

News (April 20) thanks to Robert Donnan:

We are now mentioned in ‘Which’ magazine as a complaint route for customers who are not happy with their hearing aids.