Customer complaints

Tell us what happened

Email [email protected], call 07726 183053, or tell us in person. You can also write to VCG Property Services Ltd, 33 Wodecroft Road, Luton, LU3 2EY.

Please share your name, a way to contact you, the property or job reference if known, what went wrong and the outcome you would like. Photographs and documents can help, but you do not need an invoice number or photographs to make a complaint.

Let us know if you need help with the process, a different communication format or an authorised representative. We will consider reasonable adjustments. There is no charge simply to make or investigate a complaint.

If there is a safety concern

Do not wait for the ordinary complaints timetable if someone is in immediate danger. Stop using the affected item or area if it is safe to do so, and contact the appropriate emergency service. Call 999 for an immediate emergency.

Tell us about the concern so we can prioritise it and agree safe next steps. Our telephone and email are not continuously monitored.

What happens next

1. We acknowledge your complaint

   We aim to acknowledge it within two working days, confirm who is handling it and explain the next step.

2. We investigate and respond

   We aim to give a substantive response within ten working days of receiving your complaint. We may review the agreed scope, quotations, messages and job records, and arrange an inspection with you.

3. We keep you informed

   If we need more time, we will explain why before the target date, give a revised response date and update you at least every five working days while the complaint remains unresolved.

Working days are Monday to Friday, excluding bank holidays in England. These are response targets; they do not mean that all remedial work will be completed within that time. We will agree a practical schedule for any inspection, parts or further work.

Putting things right

Our response will explain our findings, the reasons for our decision and any remedy or action we will take. Where work does not meet the required standard, we will assess the remedy the facts and law require. This may include putting work right or an appropriate price reduction or refund.

Where repeat performance is legally required, we bear the necessary cost and must complete it within a reasonable time and without significant inconvenience. A commercial guarantee does not replace your statutory rights.

If you remain unhappy

Ask us to review the decision using the same contact details and explain what remains unresolved or provide any new evidence. We aim to acknowledge the request within two working days and give the review outcome within ten working days of the request.

Where practicable, someone not involved in the original decision will review it. If the owner is the only available handler, we will explain that and consider an agreed independent reviewer or appropriate dispute resolution.

VCG will consider an appropriate independent resolution service if its own complaints process cannot resolve the issue.

Where an applicable contract or scheme requires a particular resolution route, we will give you the relevant details in writing. Any independent service must be suitable for the dispute and accept the referral under its rules.

You can seek independent advice or use the courts where appropriate. This procedure does not restrict statutory rights, impose a shorter legal claim deadline, or automatically pause a legal time limit.

Your information

We use relevant complaint records to investigate, communicate with you and put matters right. We handle personal information in line with our privacy policy.

Read our customer terms and conditions or contact us if you would like a copy of this procedure.