How do I make a complaint?

At BAL we are committed to providing high-quality products and supporting our customers effectively in the rare event of a product concern.

How to Raise a Complaint:

1. Initial Contact: All complaints regarding potential product failures should first be raised with the installer who supplied and installed the product. This ensures:
   1. The installation method and site conditions can be reviewed
   2. The party with direct knowledge of the project can conduct an initial assessment
2. Assessment by Installer: The installer will inspect the issue to determine whether the problem relates to:
   1. Installation practices
   2. Site conditions
   3. Potential material defect
3. Raising with Distributor: If the installer identifies a possible product defect, they should contact their distributor or supplier, providing:
   1. Proof of purchase
   2. Batch numbers of the product in question
   3. Photographs and a description of the issue
4. Formal Manufacturer Complaint: The distributor will then raise the complaint directly with ARDEX which will initiate our complaints process. A complaint can be raised to the Customer Services Team via – 

Via email:  customerservices@ardexgb.co.uk

WhatsApp: 01782 591100

Telephone: 01782 569110

What happens next?

Upon receiving a formal complaint, the BAL Customer Service team will generate a ticket and provide the reporter with a ticket number. A Technical Support Manager will be assigned to the case and will contact the reporter by phone within 48 hours to discuss the complaint in more detail and gather any additional information that may assist in resolving the issue by phone. If a site visit is deemed necessary, it will be scheduled during this call. Site visits are arranged to occur within 10 days from the time the visit is agreed upon.

Technical Support Managers are trained to conduct on-site observations to assess whether the product has performed as intended or requires further laboratory analysis. If on-site observations do not provide conclusive results, samples may be taken for testing if approved by the client.

Sample testing may take up to 28 days, though complex cases can require more time. After testing is completed, a letter outlining the findings will be sent to the reporter of the complaint. For further information regarding justified product complaints, please refer to the terms and conditions in the attached warranty document.

To access an audio version of this page please follow this link - Technical complaints process - audio version