Who can complain
Clients, residents, tenants, neighbours and anyone else affected by our services or works can complain free of charge. We aim to understand what went wrong and put it right.
Urgent hazards should be reported immediately and will not wait for the complaints timetable.
How to complain
Email contact@baclands.co.uk with "Complaint" in the subject, call 020 7096 9989, or write to the Director, Bacland Limited, 1 Albion Place, London W6 0QT. Tell us which service or property is involved, what happened, the key dates and what outcome you are looking for.
If writing is difficult, tell us and we will help or provide another format.
Stage one
We acknowledge your complaint within 5 working days and send a reasoned written response within 20 working days of acknowledgement. We review the records, speak to those involved, and explain our findings, any remedy and next steps.
If we need more time, we tell you why, give a revised date and keep you updated.
Stage two
If you are not satisfied, ask for a review and tell us which issues remain. The matter is reconsidered by the Director or, if the Director was materially involved, by an independent external reviewer. No one reviews their own handling.
We aim to respond within a further 20 working days and explain any delay. Our stage two response is our final position.
Independent routes
If you remain dissatisfied, you may seek independent advice or mediation. Tenants may also use the free dispute service of the scheme protecting their deposit for deposit disputes, or contact their local council's private housing team about housing conditions. Data protection concerns can be raised with the Information Commissioner's Office.
This procedure does not affect your statutory rights.
Records and improvement
We keep a restricted record of each complaint, the correspondence, findings, remedy and closure for 6 years after closure. We monitor overdue actions and repeated issues to improve our service. We cannot promise absolute confidentiality where a fair investigation requires disclosure.
Approved by the Director on 11 October 2026. Reviewed annually; next review October 2027.