Formal Customer Complaint Procedure

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, please let us know as soon as possible so that we can address the issue for you and learn from it.

Reporting an issue

Although we hope there will be no issues after you have moved into your new home, our commitment continues after your sale has completed. If you want to tell us about an issue with your home of which we are not yet aware, please contact our Customer Care team by emailing customercare@bancon.co.uk.  In an emergency, please use the contact telephone numbers set out on our website - https://www.banconhomes.com/buying-advice/customer-care/

In the unlikely event that the team are unable to resolve the matter to your satisfaction, please follow this formal customer complaint procedure.

Dealing with your complaint

If you have a complaint that we have:

• Failed to do something we should have done (including a repair), or
• Done it badly, or
• Have treated you unfairly or discourteously

Then please raise it with us and allow us to have the opportunity to put it right.

To enable us to respond within the timescales shown below it is essential you follow our formal complaint procedure. For non-emergencies, this starts with you contacting our Customer Care Team directly.

Informal complaints

If you are able to resolve any issue informally by telephone or email with our Customer Care Team and are happy with the outcome, then you do not need to use our Formal Complaint Procedure. If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction you may wish to make a formal complaint to escalate the matter. You can do this by using the following Formal Complaint Procedure.

Formal Complaint Process

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.

Led by the Bancon Homes Managing Director, Bancon Homes is a relatively small team of people, who are a mix of staff and operatives.  To oversee the activities of the business there is a senior leadership team in place which reports directly to the Managing Director.  There are seven individuals in this team who have responsibility for:

• Land Planning and Development
• Design and Technical
• Operations
• Finance
• Commercial
• Sales
• Marketing and Communications

Step 1 - Head of Customer Care

In the first instance please put your complaint, in writing, to the Head of Customer Care making clear that you would like to make a formal complaint. To do this please email customercare@bancon.co.uk with full details of your complaint.

The Head of Customer Care will acknowledge all formal complaints within 2 working days of receipt and aim to respond fully within a further 10 working days.

Step 2 - Senior Leadership Team Member

We hope that all formal complaints can be addressed by our Head of Customer Care. However, if you feel your own concerns have not been resolved to your satisfaction, you can escalate your complaint by emailing sales@bancon.co.uk.  Your complaint will then be allocated to the appropriate member of the Senior Leadership Team.

They will acknowledge all complaints within 2 working days of receipt and aim to respond fully within a further 10 working days.

Step 3 – Bancon Homes Managing Director

In the unlikely event that the Senior Leadership Team Member is unable to resolve matters, then your complaint should be sent by post to:

The Managing Director
Bancon Homes
Burnett House
Burn O’Bennie Road
Banchory
Aberdeenshire
AB31 5ZU

They will acknowledge receipt of your complaint within 2 working days and aim to respond fully within a further 15 working days. This response will explain the Company’s final position in relation to the matters raised.

Please note that if a new formal complaint is received, it will always be referred to the Head of Customer Care in the first instance so that it may be dealt with in accordance with this Customer Complaint Procedure.