We will be in touch within two working days to let you know that we have received your complaint and to let you know which manager will be seeking a resolution of the complaint with you. We will let you know what we think you want to happen as a result of your complaint. The process then moves into Stage One of our two stage process.
A BCHA Manager will contact you within 10 working days with a proposed solution. We may be in touch earlier if we need more information or if we think it may take a little longer to resolve.
If you do not think that we have found an acceptable solution to your complaint, then you can ask us to take the complaint to Stage Two. This needs to be done within 14 days.
A BCHA Director will contact you with a proposed solution within 15 working days. We may be in touch earlier if we need more information or if we think it may take a little longer to resolve. In this case, we will agree with you a date by which we will resolve the complaint and we will keep you informed on how things are progressing.