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 the Customer Care Manager, making clear that you wish to raise a formal complaint.
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
Escalation
We hope to resolve all concerns at the first stage, but if you feel your complaint hasn’t been fully addressed, you can escalate it by emailing customercare@bancon.co.uk confirming that you wish to escalate your complaint. Your complaint will then be reviewed by a member of the Senior Leadership Team.
What to expect:
- Acknowledgement within 5 days
- A full and final response within 10 days
- This response will outline Bancon Homes’ final position on your complaint.
Independent Review
If you’re still unhappy after completing the internal process, you may be able to request an independent review.
You can do this after 56 calendar days from when you first raised your complaint.
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).