At Bancon Homes, we are committed to delivering not only high-quality homes, but also a high level of care and attention to our customers. However, we recognise that sometimes things don’t go as expected, and if that happens, we want to work with you to put things right as quickly and fairly as possible.

If you do need to raise a complaint, the guide below explains how the process works and what you can expect.

Formal Complaint Procedure  

To ensure your complaint is dealt with efficiently please put your complaint, in writing, to our Customer team. To do this, please email customercare@bancon.co.uk

What to include: 

• A clear description of your concern 

• Your property address 

• Any supporting photos or documents (if relevant) 

• A note confirming that you wish to raise a formal complaint 

Sending your complaint to Customer Care ensures it is directed to the most appropriate person for investigation. 

What Happens Next 

Once we receive your complaint, we will handle it in the following stages: 

Acknowledgement 

• We will confirm receipt of your complaint within 5 calendar days. This reassures you that your concerns are being reviewed 

Investigation & Response 

• We will begin investigating your complaint right away 

• You will receive an initial response within 10 calendar days 

• A full written response will be provided within 30 calendar days of receiving your complaint 

If the matter is more complex and needs additional time: 

• We will explain the reason for the delay 

• Provide an anticipated resolution date 

Once resolved, we will issue a closure letter. This will clearly outline: 

• What actions have been taken 

• The outcome of your complaint 

We aim to resolve all complaints promptly, however if your complaint is still not resolved after 56 calendar days, we will provide a detailed update explaining: 

• The reason for the delay 

• The next steps 

• A revised timeline for resolution 

Independent Review

If you’re unhappy with the outcome of your complaint, you may be able to request an independent review.

You can do this after 56 calendar days from when you first raised your complaint, or on receipt of our final response/closure letter.

If you reserved your home on or before 4th July 2023 then you will be covered under the Consumer Code for Housebuilders (consumercode.co.uk) and may be able to refer your complaint to your warranty provider, the NHBC.

Alternatively, if the reservation for your new home was taken after 4th July 2023 you will be covered under the New Homes Quality Code (nhqb.org.uk) and you may also be able to refer to the New Homes Ombudsman Service (nhos.org.uk).

You have 2 years from the date of reservation or completion (whichever is later) to make a complaint under the complaints procedure and to refer a complaint to the New Home Ombudsman Service if you are unhappy with the outcome.