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Complaints Policy

Great Bear pride itself on delivering top quality products and services. Where this is not the case, we welcome your feedback to inform us of areas in which we can improve.

Great Bear Product Complaint

If you have a complaint regarding a Great Bear manufactured product please:

  • Call us on 0800 055 6270 or 02920 747770
  • Email us at mail@gbhl.co.uk
  • Write to us at Great Bear Healthcare Ltd, 1 Lambourne Crescent, Cardiff Business Park, Cardiff, CF14 5GF

We will go through the details of your complaint and pass it to our Quality Control Department for investigation. You will be kept informed of our testing procedures and findings. It will help us greatly if you provide us with the LOT number of the product in question and, wherever possible, retain the product for us to collect for our testing purposes.

Great Bear Service Complaint

If you have a complaint regarding the Great Bear trade service please inform us on the contact details above. We will confirm receipt within 7 days and look to take appropriate action within 3 weeks. You will then be provided with an explanation to the outcome.

Escalating Your Complaint

If, after a reasonable time period, you  feel that your complaint has not been successfully resolved you can make a written complaint to the British Healthcare Trade Association (BHTA) at the following address:

BHTA, Suite 4.06, 4th Floor, The Loom, 14 Gowers Walk, London E1 8PY

The BHTA will contact us for a report and, once they have all the facts, they will advise both parties of their conclusions.