We are committed to providing a high standard of service and to resolving any concerns fairly and promptly.
If you wish to make a formal complaint, please contact us in writing at info@bockinghomes.co.uk or by calling 01206 487990.
We will:
- Acknowledge your complaint in writing within five (5) working days of receipt.
- Provide a more detailed written response within twenty (20) working days, explaining our decision, any action we will take, and (where applicable) an estimated timescale for resolution.
If further investigation is required, we will keep you informed and provide a written final response as soon as possible once investigations are complete.
If the complaint becomes a dispute, you may refer the matter to the Independent Dispute Resolution Scheme if:
- You do not receive a response from us within 20 working days;
- An amicable resolution is not reached within 56 calendar days of making your complaint; or
- Agreed timescales for resolving the issue are not met.
You may also contact the Structural Warranty Body for matters covered by your warranty or eligible for its dispute resolution service.