Complaints Procedure

This commitment extends from our first point of contact through to long after you move in. Our Customer Charter sets out the level of service that you can expect from us, however we accept that sometimes things may go wrong. We take complaints very seriously and have the following process in place so that we can respond to your complaint and learn from it.

How to make your complaint:

You may make your complaint in any of the following ways:

• Telephone
• Letter
• Email

When contacting us to make a complaint please provide us with your full contact details and as much information about the problem as possible. This will ensure that we are able to respond to you quickly and fairly.

Contact details for our Divisional offices and Customer Service departments can be found here or if you are a Home Owner, they are listed in your Home Owners Guide and Handover box.

How we deal with your complaint:

We will acknowledge your complaint within three working days and we'll endeavour to fully respond to you within 15 working days.

Once your complaint is acknowledged and passed to either our Customer Service Department, or the Director responsible for handling your complaint, we will do our best to:

• Fully investigate the complaint which may require obtaining further information from you.
• Keep you advised of progress.
• Do everything we can to resolve the complaint.

We hope that we will always be able to resolve the matter at this stage however, if the person handling your complaint is unable to do this to your satisfaction, or you are not happy with the way your complaint has been handled, we will escalate the matter on your behalf to the Divisional Managing Director. In the unfortunate event that your complaint still cannot be resolved you should ask that your case is referred to our Chief Executive for review.

We will in any event issue our final response to your complaint within eight weeks of the date on which we first received your complaint. If it is not possible to provide you with a final response within the eight week period we will write to advise you of the reason for this.

What to do if you are not satisfied:

If you are a home owner and not satisfied with our final response to your complaint, or if we have not provided a final response within eight weeks from the date of your complaint, then you may refer the matter to your home warranty body, in most cases this will be the NHBC.

The warranty body will deal with your complaint under the terms of your Home Warranty Policy or, where appropriate, they may refer it to the Consumer Code independent Dispute Resolution Scheme. www.consumercodeforhomebuilders.com. Your legal rights are not affected by this process.

In some cases we may have helped you purchase your home with the provision of a loan directly from us, for example using Homebuy Direct or Easybuy. If your complaint relates to any aspect concerning the provision of this loan then you may refer your case to the Financial Ombudsman Service: