Compliant's Policy

Compliant's Policy

Your feedback is important to us

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We recognise the importance of having a clear and simple way for customers to express their concerns with the services that we provide. All feedback is considered a vital driver of service improvement and as such are welcome. Our aim is that our policy is straightforward, accessible and designed to make registering a complaint, suggestion or compliment as easy as possible.

How our process works

Informal complaint
During this stage, we will listen to your concerns and establish how you would like them to be addressed. The purpose of this stage is to rectify the issues and satisfy your concerns as quickly as possible and without the need for a formal investigation and response.

Contact will be made within 2 working days of you raising your concerns. If we are unable to provide an immediate resolution or if you’re not satisfied with the resolution offered, you can ask for us to escalate your concerns to a Stage 1 Formal Complaint.

Formal complaint – Stage 1
One of our managers will look into your formal complaint and will investigate the issues you have raised. They will consider the details of the complaint from your perspective whilst taking into account how you would like us to fix the problem.

During our investigations, may speak to you on the phone but we will always send you a written letter outlining our response and explaining any decision or agreement we have come to. The formal Stage 1 response will be sent to you within 10 working days of your complaint being escalated to this stage.

We hope we will be able to resolve the complaint but if you are still unhappy with the decision, you can ask for your complaint to be reviewed by a senior manager as a Stage 2 complaint.

Should you still be unsatisfied with the resolution after these steps, you may refer your complaint to the Consumer Codes Independent Dispute Resolution Scheme. This does not affect your normal legal rights.

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.
We will explore whether there is anything more we could do to resolve your concerns, or whether our original decision should have been different. The review will be completed within five working days of you requesting it is escalated. 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.

Should you still be unsatisfied with the resolution after these steps, you may refer your complaint to the Consumer Codes Independent Dispute Resolution Scheme. This does not affect your normal legal rights.

If you want to make a complaint, you can do so through any of 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.

Call us on 0161 968 0300
Write to us at Laurus Homes, 126-150 Washway Road, Sale M33 6AG

Looking after the information you provide us is really important. You can find out how we use and store your personal data in our Privacy Policy.

Copyright © 2019 Laurus Homes THT Developments Ltd.  Registered in England and Wales: no. 9201999

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Copyright © 2019 Laurus Homes THT Developments Ltd.  Registered in England and Wales: no. 9201999