At Bancon Homes, we take pride in putting the same high standards of care and attention into looking after our customers as we do into building our homes. However, occasionally things can go wrong and so we take complaints from our customers very seriously. If you do have a complaint you would like to discuss, please follow this guide which explains the process of each stage.
Formal Complaint Procedure
Bancon Homes has stringent processes in place to ensure that your complaint will be thoroughly investigated by the team best suited to deal with your particular complaint. Please ensure all formal complaints are sent only to our Customer Care team as this allows it to be passed to the relevant person to investigate your complaint.
Please put your complaint, in writing, to the Customer Care Manager, making clear that you wish to raise a formal complaint. To do this, please email customercare@bancon.co.uk with full details of your complaint including your address and photographs if applicable. The complaint will either be dealt with by the Customer Care Manager or submitted to the appropriate person/team and the following steps will then be undertaken:
- Your complaint will be acknowledged within 5 calendar days of receipt
- We will investigate matters, and a response will be sent to you within 10 days from the date of complaint
- Our full complaint investigation response will be no later than 30 calendar days following receipt of complaint. In the event that the resolution is still underway, we will advise what has caused the delay and an anticipated date for resolution.
- Once the complaint has been resolved, we will send a closure letter which confirms what action has been taken.
- In the very unlikely event that the complaint is still not resolved within 56 calendar days of receipt of complaint, we will send a further response to provide information on what has caused the delay, what the next steps are and the anticipated date for resolution. We will also keep you updated no less than every 28 days until the matter is resolved.
We hope that all formal complaints can be addressed in the first stage, however if you feel your concerns have not been resolved to your satisfaction, you can escalate your complaint by emailing again to customercare@bancon.co.uk and your complaint will be allocated to the appropriate member of the Senior Leadership Team.
They will acknowledge your complaint within 5 calendar days of receipt and will respond fully within 10 calendar days. This response will explain the company’s final position in relation to the matters raised.
We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to the NHBC. Alternatively, if the reservation for your new home was taken after 4thJuly 2023, you may also be able to refer to the New Homes Ombudsman Service nhos.org.uk
https://www.nhqb.org.uk/