In the instance that we fall short of this, you may wish to make a complaint. Should you do so, your complaint will be dealt with in line with the following process.
STEP ONE: WRITTEN ACKNOWLEDGEMENT
Within five working days of receiving your complaint, we will provide an acknowledgement of receipt.
STEP TWO: PATH TO RESOLUTION LETTER
Within 10 days of your complaint, we will respond in writing with a ‘path to resolution’ outlining how we intend to investigate the complaint.
STEP THREE: COMPLAINT ASSESSMENT AND RESPONSE LETTER
No later than 30 days after receiving your complaint, we will send you a complaint assessment and response letter. This letter will detail the actions we will take to address the issue(s) identified, along with timescales for achieving this – if an item requires further investigation, we will provide you with a timeframe for providing a further update. Alternatively, if Lockley Homes does not accept your complaint, we will provide a clear explanation of our reasoning.
STEP FOUR: EIGHT-WEEK LETTER
If the complaint is not resolved within 8 weeks, we will provide you with a further update including a summary of what action has been taken to date, details of what is still outstanding, a reason why and the actions to be taken. We shall also outline a timeframe for when the complaint will be settled.
CLOSURE LETTER
Once your complaint has been dealt with, you will be issued with a closure letter detailing a list of the items agreed in the complaint assessment and response letter and confirmation that each item has been resolved.
