Stage One - Frontline

bp pulse takes every opportunity to resolve complaints at the first initial point of contact where possible.

Informal resolution is always attempted where the issues raised are straightforward and potentially easily resolved, requiring little or no investigation.

Stage Two – Customer Advocacy Team

We understand that there may be occasions when a more thorough investigation is required. Our customer advocacy team are in place to manage any complaints or incidents that require a more in-depth investigation through to resolution.

Should a complaint be escalated to the customer advocacy team the following will apply:

We aim to investigate and resolve a complaint within 5 working days.

-Should an investigation look to exceed 5 working days, a status update will be provided.

Evidence may be required to support your complaint. Failure to provide such evidence may limit our ability investigate and provide an adequate resolution.

Stage Three - Final Escalation – Executive Complaints Manager

In the unlikely event that the customer advocacy team are unable to reach an agreeable resolution to your complaint, the full and final point of escalation will be made to our Executive Complaints Manager.

The executive complaints manager will investigate the history of the complaint impartially, ensuring all points of concern are addressed appropriately and a full and final outcome will be provided.

bp pulse commits to ensuring a final outcome to be provided within 28 days of receipt of the escalated complaint.

Variation of the Complaints Procedure

bp pulse reserves the right to vary the procedure at any time, including in specific incidents where there is a legitimate health, safety, security or environmental concern.

Monitoring and Learning from Complaints

Complaints are reviewed quarterly to identify any trends which may indicate a need to take further action. bp pulse recognise the value of feedback and commit to ensuring complaints are appropriately prioritised.