Complaints

Complaint and escalation

If something went wrong, we want it recorded properly. This is how a complaint is handled.

  1. 01How to raise a complaint

    Send it through the contact page with the reference of the case, document, certificate or conversation concerned, and a description of what happened.

  2. 02Stage 1 — review

    The complaint is recorded and reviewed by a member of staff who was not responsible for the original decision, where that is possible.

  3. 03Stage 2 — escalation

    If the outcome is not accepted, the complaint is escalated to the responsible module owner at OMS IT. The escalation and its outcome are written to the audit log.

  4. 04Impersonation and misuse

    Someone pretending to be BD AI, or misusing the BD AI or OMS IT name or logo, should be reported on the impersonation reporting page rather than through general support — it is handled as a brand-protection case.

  5. 05What we record

    Complaints, their reviewer and their outcome are retained as compliance evidence. We do not delete an unfavourable record.

Questions about this policy go through the BD AI contact page or the AI Help Center. BD AI only replies from the channels listed on the Trust & Verification page.

Contact BD AITrust & Verification