COMPLAINTS PROCEDURE POLICY

We are committed to providing a quality service to all of our customers. If for any reason you are not entirely satisfied with any aspect of the service you have received from BME Promise then we would like you to let us know.

How to register a problem

 

Step 1

If your problem concerns the service you have received from BME Promise, you should contact the local office manager to discuss the problems you have experienced. It is important that the management team are made aware of your concerns and are given the opportunity to put things right.

 

If your problem is about an invoice you have received from BME Promise, in the first instance please contact the BME Promise credit control Team using the telephone number provided on the invoice. As above, it is important the Credit Control Team are aware of any problems and are given the opportunity to put things right.

Step 2

If you have already discussed your problem with the local office / Credit Control Team / Payroll, but are not satisfied with the response you have received, please contact BME Promise Customer service team 

  • Contact BME Promise Service Helpline to speak with a customer service advisor. The telephone number is 0800 410 1705 and is open Monday to Friday 9am - 5.30pm.

  • Contact our Customer Service Team directly by email: info@bmepromise.org

  • Write to the Customer Service Team:

 

BME Promise 

Fifth Floor

Mauldeth House,

Nell Lane M21 7RL 

When you contact the Customer Service Team, it is important you provide us with all the facts regarding your problem, including details of people you have already spoken to so we are able to conduct a full investigation.

When we receive details of your problem we undertake to:

  • Deal with your problem fairly, confidentially and effectively

  • Acknowledge your problem within two working days and provide a likely timescale for resolution

  • Fully investigate your comments and keep you regularly informed of the actions we are taking

Reduce your  umbrella fees 

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