COMPLAINTS POLICY

Our policy

If you have a complaint, then please let us know by contacting the Customer Care team by email customercare@lancet-homes.co.uk

If a complaint is made, it will be dealt with by a member of the Customer Care Team who will follow a standard procedure as outlined below:

During office hours (8:30am to 4pm Monday to Thursday) and (8:30am to 3pm Friday) a member of our Customer Care Team will confirm receipt of your complaint within 1 working day.

What we do

a. Acknowledge receipt of your complaint
b. Gather any further information regarding the complaint
c. Resolve the complaint as soon as possible
d. Co-operate with appropriately qualified professional advisers, appointed to resolve disputes

All responses to Customer Care will, where possible, be made by email. Failing this, the response will be made via the same medium as it was received.

Stage 1:

We will aim to resolve the complaint within 7 working days after gathering information.

If the complaint is not resolved, the matter will be escalated.

Stage 2:

The complaint will be dealt with by our Customer Care Team in an attempt to reach a resolution within 10 working days.

The customer will be contacted within 48 hours of the matter being resolved to ascertain their satisfaction of the resolution.

Stage 3:

The matter will be escalated to the Managing Director in an attempt to reach a resolution within 5 working days.

The customer will be contacted within 48 hours of the matter being resolved to ascertain their satisfaction of the resolution.

If the matter is still unresolved, we will escalate to the next stage.

Final Stage:

We will always do our best to deal with our customers in a fair and reasonable manner.

If however, after going through the steps outlined above, you are still unhappy with our response you may wish to refer to your home warranty providers Dispute Resolution Scheme and / or the Independent Dispute Resolution Scheme who will conduct an independent review of your complaint and how it was handled. Contacting the above does not affect your normal legal rights.

A dispute can be brought to the Independent Dispute Resolution Scheme after 56 calendar days since you first raised a complaint with us but no later than 12 months after our final response.

What this procedure does not cover:

a. Everyday matters such as reporting or chasing repairs
b. Accounts queries
c. Complaints about residents or parking issues