The BSL Administrators take all complaints seriously. If you have a complaint or concern about a supplier or the administration of the scheme, please complete our complaints and concerns form below.
Concerns about a BSL certified supplier
We understand that there may be occasions where the service or product provided by a supplier does not meet expectations. The BSL Administrator will investigate any complaints it receives. All efforts will be made to provide a resolution to the complainant within the scope of our complaints policy. Please note, whilst all efforts will be made to arbitrate any complaint, there may be scenarios where the nature of the complaint falls outside of the purview of BSL. Where this is the case, we will endeavour to provide you with the correct body/association to forward the complaint.
Concerns about scheme/administrators
There may be times when consumers, fuel registrants or associated organisations feel dissatisfied with the service provided by the BSL Administrators or a member of our staff. We will always endeavour to assist in resolving any concern received and take appropriate steps to improve our processes. Please note that, whilst all efforts will be made to arbitrate any complaint, there may be scenarios where the nature of the complaint falls outside of the purview of BSL. Where this is the case, we will endeavour to provide you with the correct body or association to forward the complaint.
Complaints Policy
The BSL Complaints Policy can be viewed here.
Get in touch
To discuss your concerns in person please us the details on our contact page.
If you have any questions, or require assistance completing a complaints questionnaire, please don’t hesitate to get in touch at complaints@bsladmin.org.
You can contact the BSL team directly on (+44) 01684 215253.
Postal Address: Biomass Suppliers List, Severn House, Unit 5, Newtown Trading Estate, Green Lane, Tewkesbury, GL20 8HD.
Consumer Rights Act 2015
The Consumer Rights Act came into force on 1 October 2015 and protects you in almost all purchases you make. The Act covers a number of areas, including:
- what should happen when goods are faulty;
- what should happen when digital content is faulty;
- how services should match up to what has been agreed, and what should happen when they do not, or when they are not provided with reasonable care and skill;
- unfair terms in a contract;
- what happens when a business is acting in a way which isn’t competitive;
- written notice for routine inspections by public enforcers, such as Trading Standards; and
- greater flexibility for public enforcers, such as Trading Standards, to respond to breaches of consumer law, such as seeking redress for consumers who have suffered harm.
Further guidance on the Consumer Rights Act can be found on the Citizens Advice website and the Which? website.