Complaints statement

We take complaints relating to our development sites or to the conduct of our employees and contractors seriously. We investigate any complaints raised with us and endeavour to find solutions to issues that may arise.

Through a constructive dialogue, we find that we can resolve most issues quickly.

To submit your feedback about Banks Homes operations and the conduct of our employees and contractors, please complete your details in the get in touch form below. This feedback will be forwarded to Banks Homes community relations manager.

Complaints process

In the first instance, any issues relating to operations at any of our sites should be raised directly with the site manager, who is best placed to deal with your concerns quickly. Alternatively, you can contact Banks Homes community relations manager, who can deal with all complaints, by completing the get in touch form below or by calling us on 0191 378 6100.

We will acknowledge your complaint within two working days and will commence an investigation and take appropriate action taken where required. Most issues raised with us can be resolved within a few days, but in cases where detailed investigations or remedial measures are required, this may take longer.

We will contact you within ten working days to inform you of the likely timescale for the investigation and any action that we have taken. In the unlikely event that you are not satisfied with the response that you receive to your complaint, you can request that your case is escalated to the relevant Banks Group director, who will carry out a review of the issues raised and of any remedial measures that have been taken. You will also be notified of the outcome of this review.

We will treat the information that you provide to us with confidentiality and only release it to any third party outside of The Banks Group with your consent. Please see our privacy policy.

You also have the option at any time to refer issues to the local planning authority or to any of the other UK agencies that regulate our operations including the Environment Agency, and the Health and Safety Executive (HSE). We cooperate fully with these agencies.

Banks Homes values your feedback. Whether you wish to tell us that we have done something really well or that we could have done something better, we value your feedback. It helps us to shape the way we operate and to continually improve our performance. It is very much part of our development with care approach.

We understand some questions can’t wait.

If you need to contact us urgently please call us on 0191 378 6100 or email info@bankshomes.co.uk.