Complaints Procedure

At Lancet Homes, we are committed to delivering excellent customer service. However, we understand that sometimes things don’t go as planned. If you have a complaint, we want to hear from you so we can put things right.

If you wish to make a complaint, please contact our Customer Care Team via email: customercare@lancet-homes.co.uk

A member of the team will follow the process outlined below to ensure your complaint is handled fairly and efficiently.

• Office Hours:
  Monday to Friday: 7am – 3pm
• We will acknowledge your complaint within 1 working day during office hours.

Upon receiving your complaint, we will:

• Acknowledge receipt of your complaint
• Gather any additional information required
• Investigate and work towards a swift resolution
• Co-operate with any appropriately qualified professionals involved in dispute resolution

Our preferred method of communication is email, but we will respond using the same method your complaint was submitted if email is not possible.

Stage 1: Initial Investigation

• We will aim to resolve the complaint within 7 working days after gathering the necessary information.
• If the issue remains unresolved, the matter will progress to Stage 2.

Stage 2: Escalation to Senior Customer Care

• Our Customer Care Team will further review the complaint, with the goal of reaching a resolution within 10 working days.
• Once resolved, we will contact you within 48 hours to confirm your satisfaction.

Stage 3: Escalation to Managing Director

• If still unresolved, the complaint will be escalated to the Managing Director, who will aim to provide a resolution within 5 working days.
• Again, we will contact you within 48 hours of resolution to confirm your satisfaction.

If you are still dissatisfied after all the above steps:

• You may escalate the matter to your home warranty provider’s Dispute Resolution Scheme or the Independent Dispute Resolution Scheme (IDRS) for a third-party review.

Please note:

• You must allow 56 calendar days from the date you first raised your complaint before referring to the IDRS.
• Complaints must be submitted within 12 months of receiving our final response.

This does not affect your legal rights.

The following are not handled through this complaints procedure:

• Routine matters such as reporting or chasing repairs
• Account or billing queries
• Matters already in legal proceedings
• Issues outside our control, such as those involving third-party contractors not engaged by Lancet Homes

If you're unsure whether your concern qualifies as a formal complaint, please contact our Customer Care Team for guidance.