Dear BIHA member,

Please see below the type of advice which the BIHA offer if we are approached with a problem from an operator with regards to a complaint or dispute with another operator or a manufacturer. (or any other company or person).

‘Hi

I’m sorry to hear about your problem.  There are number of things you need to do and routes you can take:

1)       Ensure that you contact the other party in writing clearly stating the nature of your problem

2)      If you do not get a reply within 14 days, resend your letter ‘Recorded Delivery’ and set a seven day response time.

3)       Keep all copies of correspondence, emails and keep a record of any telephone calls.

4)       Always confirm a telephone conversation in writing clearly stating what you feel was discussed during the conversation

If the above fails to resolve your problem then the following routes are available to you:

a)       If you are a member of the British Inflatable Hirers Alliance (BIHA)  or the FSB,  seek their ad vice (advice should be free)

b)      Consult your Citizens Advice Bureau (free consultation)

c)       Consult your local Trading Standards (would depend on nature of problem)

d)       Seek resolution through the Small Claims Court ( not a free service and no guarantee of result)

e)       Employ a Solicitor to act on your behalf ( not a free service and more expensive than route d)

f)        Use the British Inflatable Play Advisory Service (B.I.P.A.S.) ( not a free service but cheaper than d or e and has the advantage of experience in the industry)

It is always better to attempt to resolve your problem directly with the other party. Remember that no matter how frustrated or angry you may be, raised voices or threatening behaviour could be detrimental to your problem should you need to use outside agencies.

PLEASE DO NOT EXPECT THE BIHA TO RESOLVE YOUR DISPUTE / COMPLAINT UNLESS THE FIRST FOUR STEPS HAVE DRAWN A BLANK.  AS A LAST RESORT WE WILL HELP YOU RESOLVE YOUR DISPUTE. HOWEVEVER, WHEN MEMBERS DO CONTACT US IN RELATION TO A DISPUTE, WE USUALLY RECOMMEND STEPS D, E, OR F.

N.B.  BIPAS can be contacted via their website:  www.bipas.co.uk

If you need to talk, in confidence, about your dispute / complaint before you start on these steps – please call Mark Jerram at the BIHA on:  01344 485389 or send an email to:  mark.jerram@ntlworld.com