Complaints Policy


Lucy Developments is committed to providing a professional and efficient service to its customers. We take complaints very seriously and aim to ensure that the process is as easy as possible and is dealt with quickly, politely and confidentially. We aim to respond to complaints positively and will give explanations, apologies and details of any action taken wherever appropriate. We review our complaints policy and procedure periodically to ensure that we are providing a high level of service.

An informal approach is appropriate if and when it can be achieved. However, if matters cannot be resolved this way, the following complaints procedure should be followed:


  1. Write to the customer services team (, setting out the details of your concerns, the impact it has caused and what result you would like to see happen. Your complaint will be acknowledged within 5 days of receipt and you will receive a response within 15 days. If longer is needed, the complainant will be told in writing with an explanation and given an indication of time scale.


  1. If you are dissatisfied with the response you receive then please write to Ian Ashcroft, Director (, asking for your complaint to be revisited. Your complaint will be acknowledged within 5 days of receipt and you will receive a response within 15 days.


  1. If you are not satisfied with the reply from Ian Ashcroft, please write to Richard Dick, Chairman at Walton Well Road, Oxford OX2 6EE within 10 days of receiving the Director’s written response. The Chairman will usually respond within 15 working days to inform you of the action to be taken in investigation your complaint and when you can expect to hear the outcome.


  1. If the complainant is still not satisfied with their response, they should contact the home warranty provider within 3 months of the date of the final response to the original complaint. Your home warranty provider can either deal with the complaint or they will refer the complainant to the independent dispute resolution scheme. You can find your home warranty provider in your handover pack. Further details of the scheme can be found at Using the complaints procedure or the Dispute Resolution Scheme does not affect your normal legal rights.



(V2.0 Jan 2024)