Issues & Complaints

If for some reason you are unhappy about our services or service level we would very much like you to let us know. As a first step, please contact your Account Manager to discuss your issue and we will attempt to resolve it promptly for you.

Complaints Procedure

Should you wish to lodge and official complaint either as an individual or on behalf of your business we would be grateful if you would follow this outlined procedure:

» By telephone: please call the BTA office on 020 8871 4240.

» By post: write to BTA Limited, Unit 1 Delta Park, Smugglers Way, Wandsworth, London SW18 1EG.

» By email: please email

Your complaint should be addressed to either your Account Manager (as detailed in your welcome pack or otherwise advised to you) or our Operations Director.  They will require details of the company you are calling from, your position in the company, and the details of your complaint. You should include as much information as you can, for example: steps previously taken, people who you have previously spoken to, timings, etc.

At this point your complaint will be noted against your customer record. We will then conduct an internal review of the complaint and will report back to you within 5 working days with a complaint report.

Should you be unsatisfied with the response there is a Customer Response Form on the back of the report that you can then complete and return FAO: the Managing Director. At this point your complaint will be discussed at a senior management level and a second response issued.