Complaints Information

Our role and its limits

BAFE schemes are voluntary and designed to support organisations in demonstrating their competence to carry out work in accordance with industry standards. When used alongside a BAFE licensed Certification Body, they provide independent assessment and certification of an organisation’s capabilities.

It is important to note that BAFE is not a regulatory authority, and there is currently no UK legislation requiring contractors to be registered with a BAFE scheme or a BAFE licensed Certification Body.

That means we have no jurisdiction over the way that a contractor chooses to run their business.

 Important Information:

• Employed/contracted individuals of BAFE shall be always treated with respect. Any aggressive or intimidating behaviour towards the BAFE team shall be reported to BAFE senior management and logged appropriately.

• All BAFE office phone calls are recorded for customer service purposes, which may be used to evidence any mistreatment of the BAFE team.

• Employed/contracted individuals of BAFE shall not be targeted in any manner, this includes through individual/personal contact information and social media accounts.

• Information provided to BAFE (including name and contact information) shall be retained by BAFE in our complaints system.

• BAFE may be required to share complainant data to best resolve complaints. By submitting information, please note BAFE reserve the right to share this data with appropriate individuals/organisations (e.g. a BAFE Registered Organisation, Certification Body, or other relevant parties) to help resolve the issue.

• BAFE shall only be able to investigate substantiated matters. If insufficient evidence is provided when a complaint is made, or more information is required, further evidence/information may be requested to open a complaint file. If BAFE do not receive the requested sufficient evidence/information or response within 21 days of the initial request BAFE shall consider the issue as closed.

• Where it is discovered that information provided has been amended in any way or evidence has been withheld to alter the outcome of the investigation, BAFE shall consider the complaint invalid.

• Multiple public posts on social media condemning BAFE (and not submitting a complaint providing both evidence and the opportunity for the relevant party/parties to investigate the matter) may be considered vexatious behaviour/defamation of the BAFE brand and further action may be taken to address this.

• BAFE will not be able to comment or investigate any issues/complaint files where legal actions are in progress.

• BAFE will not get involved or be able to help with any commercial matters (e.g. invoices, quotes, credits, pricing).

• To appeal against the resolution of a complaint, please submit your appeal with the following information via our online form: BAFE Complaint ID reference, and justification for appeal (e.g. new evidence that has become available). An appeal can only be made within 30 days of you being notified of the complaint’s closure.

This information, published 23 February 2026, supersedes any previous complaints handling information published by BAFE.