We recognise the importance of having a clear and simple way for customers to express opinions with the service or services that we provide. When a customer provides this feedback, this is considered a potential driver of service improvement and as such is welcomed. Our policy is straightforward and accessible, to make complaining, making a suggestion or compliment, easy.
How our process works
We will listen to your complaint and log the details on our computer system. We will try to fix your problem straight away. If we can’t provide a solution straight away, we will try to offer you a resolution within 2 working days.
If we can’t provide an immediate resolution or you are not satisfied with the resolution offered, you can ask for us to log a formal complaint so that we can look into things more thoroughly for you.
Formal complaint – Stage 1
One of our managers will look into your formal complaint and will investigate everything fully. They will consider the details of the complaint from your perspective and will consider how you would like us to fix the problem.
You will be contacted as soon as possible to establish your issue and we will offer you a resolution within 5 working days. We may speak to you on the phone at this stage, but we will always send you a written letter outlining our response and justifying any decision.
If you are still unhappy with the decision made at this stage you can ask for your complaint to be reviewed by a senior manager.
Review – Stage 2
A senior manager will look at all aspects of your complaint and our responses to you so far. All information considered during stage 1, and any new information will be considered.
The purpose of this stage is to review everything that has happened previously regarding your complaint. We will explore whether there is anything more we could do, or whether our original decision should have been different. The review will be completed within 5 working days. We may speak to you on the phone at this stage, but we will always send you a written letter outlining our response and justifying any decision.
If you are still unhappy with this decision you can appeal and ask for your complaint to be reviewed independently.
The review will be undertaken by a non-executive board member and a member of our executive team who has not already been involved in the complaint.
The people reviewing your complaint may have all the information they need to reach a decision, or they may wish to have a chat with you in person, by email, or on the phone. They will consider the decision made to date and any resolution offered, and will conclude their review within 5 working days. At this stage, should you be unhappy with the final outcome, you may wish to refer your complaint to an external body. Please refer to the Consumer Code's Home Buyer Complaints process. for more information regarding this.
If you want to make a complaint, you can do so by the options below. When you get in touch, please let us know how we have got things wrong, what we could have done differently, and how you think we might be able to put things right.
Calling us on 0161 968 0300
Writing to us at Laurus Homes, 126-150 Washway Road, Sale M33 6AG
Fill in the form below