CUSTOMER COMPLAINTS POLICY
We are committed to delivering a high standard of design, construction and service to every customer. However, despite the care we take, we recognise that sometimes things can go wrong. 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:
In the first instance, please contact our Customer Care Team giving as much information about your issue as possible along with all your contact details: email@example.com
We will look to resolve the situation as quickly as possible and learn from your experience.
If for any reason, you feel that your concern or issue has not been resolved to your satisfaction and wish for it to be reviewed further, you can submit a formal complaint to our Customer Service Manager who will investigate.
You may contact the Customer Service Manager by:
To help us review your complaint as quickly as possible please provide your name, address and preferred 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 3 working days, and we will endeavour to respond within 10 working days.
Once your complaint is acknowledged 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 by visiting: www.consumer code.co.uk. Your legal rights are not affected by this process.