We build clever homes for life!
Customer complaints procedure
At BoKlok, we are not only committed to delivering high quality homes, but a high level of customer service too. We will always strive to come back to you quickly, in a courteous manner and to address your questions or concerns to the best of our ability.
In the first instance, we would always encourage you to come and speak to us. We are here to listen and in many cases, we are often able to reach a solution, if we all take the time to talk things through.
However, we understand that there may be occasions when you feel you need to take a matter further. As a result, we have put together a Customer Complaints Procedure to ensure that any concerns you may have are addressed efficiently and effectively.
1. Contact us in writing
Please send your complaint direct to the Sales Team in writing (either by letter or email). You will need to include: your plot number; postal address; the date of your reservation/completion (if applicable); your phone number; your email address and a detailed description of your concern/issue. For clarity, please reference that you are lodging a formal complaint, within your correspondence.
2. Our response
You will receive an acknowledgment from us within 48 hours. You can expect a full response within 15 working days (if applicable) from the relevant Head of Department.
3. Escalating your complaint
If you do not feel that your complaint has been resolved or suitably addressed then you can escalate this to the relevant Company Director (please reply to the Head of Department and request that they provide you with the contact details of the relevant Company Director). Please re-submit the full details of your complaint, accompanied by an explanation of why you feel the complaint has not been dealt with sufficiently.
4. Our response
This will be acknowledged within 72 (working) hours and you can expect a full response within 15 working days.
5. Taking your complaint further
We will always aim to address your concerns in a fair and just manner. However, if you are still unhappy with our response, you may wish to consult the Consumer Code (www.consumercode.co.uk) or your Home Warranty Provider.
