CUSTOMER COMPLAINTS POLICY
In the event that you are dissatisfied with any aspect of the service you have received from us, or have specific concerns relating to your home, we would request that you refer to the following procedure:
Most issues can be dealt with by contacting the Sales Advisor on your development or our Customer Care Manager, details given to you at legal completion.
Where this is not the case and you are not satisfied that the matter has been resolved satisfactorily then we would request that you escalate this to our Customer Service Manager within Head Office who will investigate and, where necessary, pass the complaint on to the Director/Manager responsible.
You may contact the Customer Service Manager by:
Letter: Cannon Kirk UK Ltd, Lupins Close, Littleport, Cambs, CB6 1FN
Tel: 01353 862785
When contacting us, please provide your full contact details and as much information as possible. This will ensure that we are able to respond to you quickly and fairly.
How do we deal with your complaint:
We will acknowledge your complaint within three working days and we will endeavour to respond within 10 working days.
Once your complaint is acknowledged and passed to the relevant person, we will do our best to:
· Fully investigate, which may necessitate obtaining further information from you
· Keep you advised of progress where relevant
· Do everything we can to resolve the complaint
What to do if you remain unsatisfied
If you are a homeowner and are not satisfied with our final response to your complaint you may refer the matter to either your warranty provider, in most cases the NHBC, or where appropriate you may refer it to the Consumer Code Independent Dispute Resolution Scheme, www.consumer codeforhomebuilders.com. Your legal rights are not affected by this process.