Blackpool Business Improvement District Limited (BIDs) Complaints Procedure

Dowload PDF Copy

1. Introduction

Blackpool BIDs is committed to providing a high-quality service to all our stakeholders. We value feedback and aim to resolve any complaints promptly and fairly. 

2. How to Make a Complaint 

If you have a complaint, please contact us by email in the first instance. admin@blackpoolbid.org 

3. Information to Include 

When making a complaint, please provide the following information:

  • Your name and contact details 
  • Details of your complaint 
  • Any relevant documents or evidence 
  • What you would like us to do to resolve the issue 

4. Acknowledgement 

We will acknowledge receipt of your complaint within 7 working days. This acknowledgment will include the name and contact details of the person handling your complaint. 

5. Investigation 

Your complaint will be investigated by a senior member of our team. We aim to complete the investigation within 10 working days from the date of receipt. If more time is needed, we will inform you of the expected timeframe. 

6. Response 

Once the investigation is complete, we will provide a written response detailing: The findings of the investigation 

Any actions we will take to resolve the issue 

Any changes we will make to prevent similar issues in the future 

7. Escalation 

If you are not satisfied with our response, you can escalate your complaint to the Board of Directors. Please contact us in writing, explaining why you are not satisfied and what 

outcome you are seeking. 

8. Final Decision 

The Board of Directors will review your complaint and provide a final decision within 20 working days. This decision will be communicated to you in writing. 

9. External Review 

If you remain dissatisfied after the final decision, you may seek an external review from an appropriate regulatory body or ombudsman. 

10. Continuous Improvement 

We use feedback from complaints to improve our services. All complaints are recorded and reviewed regularly to identify trends and areas for improvement.