If you’ve just bought a product and for whatever reason, are not happy with it, this page aims to explain how to go about making a complaint
Every year BaKare Beds deal with hundreds of people. However, every so often someone is left feeling unhappy. Unfortunately, these things can happen and we have a policy of continuous improvement in order to provide customers with a great experience, which is why we have a complaints procedure. What you tell us helps to improve our service to you. We will treat your complaint confidentially, seriously and quickly. It is really important to let our staff know that you are unhappy and to give them the chance to put things right. Otherwise, please request our complaint form to initiate a formal complaints process.
Unfortunately sometimes things do go wrong. Hopefully with common sense and good will, they can be sorted out to everyone’s satisfaction before resorting to the law.
The British Healthcare Trades Association (BHTA) represent nearly 500 companies who make and sell many different products and services, known as Assistive Technology products, designed to help vulnerable people in their own homes as well as in the NHS and in the community. These include all sorts of mobility products like scooters and wheelchairs; stairlifts and hoists, stoma and incontinence products.
The BHTA Code of Practice is the first in the healthcare industry to have been approved by the Chartered Trading Standards Institute.
The reason they’ve done this is to reassure you that members are responsible businesses and not involved in inappropriate selling tactics. A condition of BHTA membership is that they abide by our Code of Practice.
This means that:
You can request a copy of the Code from the company or from the BHTA (or download a copy from our website at www.bhta.com). We take complaints very seriously and we will do all we can to sort out your problem, if it can’t be resolved between yourself and the company that you bought your product from.
First of all you need to check that your complaint is valid. For example, you should have:
First of all, complain to the us. There is a complaints process to go through and in the first instance we would ask you to:
You can make a written complaint to the BHTA if the company is a member. To check if the company is a member (they may display the BHTA logo) visit the website (www.bhta.com), email firstname.lastname@example.org or telephone (020 7702 2141). Write to the BHTA at the address below or email email@example.com, explaining simply what has happened. In order to pursue your complaint you must write or email rather than ring. Include copies of as much back-up paperwork, letters etc as you can, and a record of any telephone calls
Citizens Advice: Their consumer helpline is 0344 411 1444, their website is www.citizensadvice.org.uk For information about the Chartered Trading Standards Institute’s Consumer Codes Approval Scheme, visit www.tradingstandards.gov.uk/advice.
If you’re disabled or have a long-term medical condition; or a charity is purchasing the goods, you will not be charged VAT on zero-rated products such as adjustable beds & medical mattresses. Also, you will not be charged VAT on the installation and any extra work needed as part of this; repairs or maintenance; spare parts or accessories.
Simply complete the adjacent form with your name and medical condition and VAT will be removed from your order.
In proceeding you understand that, by completing this form and processing this order, you are digitally signing to agree that the details you have provided above qualify for relief from value added tax. If you are in any doubt as to whether you are eligible for VAT relief, click here to read the full advice and guidance on the Gov.uk website https://www.gov.uk/financial-help-disabled/vat-relief.
Claiming as a charity? Please call us on