Customer Complaints Procedure
Lovell is committed to providing quality homes and service to the highest standard. However, we do know that sometimes things can go wrong. If you have any concerns or are dissatisfied in any way, we do ask you to let us know so we can do our best to resolve the issue for you.
If a complaint is made and cannot be resolved by the initial point of contact, you can raise this direct with our Customer Service Team who will follow our standard informal complaints procedure. Please contact our regional Customer Service teams during working hours:
9am - 5pm Monday to Thursday or 9am - 4pm on Fridays.
- We aim to acknowledge all complaints within 24 hours, gather any further information that is needed and if possible resolve the complaint. If a complaint is made over a weekend, Customer Service will respond as soon as possible the next working day.
- We will investigate your concerns and send a response with our pathway to resolution within 10 calendar days*
- We will send a full complaints assessment response by no later than 30 calendar days*
- Once the complaint has been resolved, we will send a closure response confirming what action has been taken
- In the very unlikely event that the complaint remains unresolved after 56 calendar days* we will send a further response to provide information on what has caused the delay and will continue to update you every 30 days until the matter is resolved
- We hope we can resolve most matters without the need for further escalation. However if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by our warranty provider, or the New Homes Ombudsman Service.
- Start The Conversation - If your initial complaint cannot be resolved informally by the Customer Services Team member then it will be escalated to the Customer Service Manager or Head of Customer Service who will assign the relevant representative and acknowledge your complaint within five working days from the complaint initiation date. We will investigate your concerns and send a response with our pathway to resolution within 10 calendar days of the initiation date.
- Further Help Required - In the unlikely event that you have not reached a satisfactory conclusion then the complaint will pass to the Regional Managing Director who will investigate the matter for you.
- Review if Challenges Remain - If you need to address remaining issues then the complaint will pass to the National Customer Experience Director.
- Independent Resolution - Should you remain dissatisfied after following our complaints procedure you may be advised to refer your complaint for independent resolution to the Consumer Code Independent Resolution Scheme. Homeowners can also seek assistance through the NHBC Resolution Service in years 1-2 of their policy. Homeowners who reserved their home after 1st January 2023 can also raise a formal complaint under the NHQC procedures and in turn raise a complaint with the New Homes Ombudsman.
*The complaints initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).
If you can resolve any issue informally with our regional Customer Service Team and are happy with the outcome, then you need not to escalate to our formal complaints procedures. If however, you have followed our complaints procedure above and are not satisfied that the problem has been resolved, you then may wish to lodge a formal complaint.
You can do this by completing the form below:
