BHTA Code of Practice
While anyone can read the 2,383 five-star reviews from our customers on Trust Pilot, not everyone knows how we earn our Excellent rating. Behind the scenes, we work hard to continually improve our customer service, from reliable quality products to after sale support. Being members of the BHTA means we adhere to a strict code of practice and helps us stay on top of our customer service. Reviewed annually, this code of practice is always improving in scope and standard for customers, and we do too.
What is the BHTA
The British Healthcare Trade Association is the oldest and biggest trade association in the UK healthcare industry. It covers a wide range of assisted technology and products that are used by millions of people every day to help them live more independently. Unlike other trade associations, their Code of Practice is the only one in the sector to be overseen by the Chartered Trading Standards Institute (CTSI). In simple terms, this means that any consumer, business or public body buying from a BHTA member can be confident in the service they will receive from the minute they find the product to any after sale service they might receive post-purchase. As well as being compliant with legislation such as the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008, here’s what buying from a BHTA member means for you.
Guiding you to the right product
The service we provide before you make a purchase is arguably the most important. Being a BHTA member means we are committed to offering the best pre-purchase service possible, with ethical selling and expertise. This means upfront costs right from the start, with VAT breakdown and any other additional costs clearly laid out. Some of our products come with VAT exemption in certain instances, but if you’re not sure we’ll always let you know if this is the case. We’ll always offer you the best deal and won’t use discount tactics just to make a sale. In fact, our sales team have years of expertise and are trained to find you the right product for your needs. If you’re not sure why we’re recommending a certain product, just ask. We’ve worked hard to make all these costs clear on our website, and everything you need to know about the features, construction and use of our products can be found on the product page. You’ll find everything from warranty and safety information to information about additional accessories and customisations. Anything you might need to know before deciding on a product is available on our website or via our sales team, from delivery information to any after sale support requirements. We put all this information up front to give you the easiest online experience possible, but you can always call up if you have any questions or are looking for a bespoke solution.Buying and using our products
You’ll also find any additional purchase information on our website. You’ll see on the product and checkout page if your product qualifies for our free next day delivery, and you can find all our delivery terms and conditions here. Most of our products are easy and simple to use, but we put any instruction manuals and safety guidelines on the product page to download if needed. Most of our products also feature handy videos showing all the key features and set-up of the product.Post-purchase customer service
Of course, customer service doesn’t just stop once you’ve made a purchase. If you have any questions or problems with your product after delivery, just let us know. We respond to all our customer concerns promptly, and getting a refund or exchange for any reason is simple. This is especially important in our industry, where customers rely on our products for everyday needs. All our guarantees and warranties are clear and easy to understand, so you know exactly what you're entitled to. If you are unsure, simply ask. We’ll always be honest about the terms and conditions of any post-purchase entitlements. If something does go wrong with your product and you require repairs or maintenance, we’re always on hand to let you know exactly what you’re entitled to and what the costs are. We stock a range of spare parts and materials so that we can carry out repairs quickly and efficiently. Got a complaint? No problem, our complaints process is extremely thorough, and we always work to get you the best resolution as quickly as possible.