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Complaints Procedure

Complaints Procedure

Our commitment to you

At Crest Nicholson we aim to provide you with a new home and an accompanying level of care of the highest quality.

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.

Process 1:

If you are a home owner:

We carry out stringent quality control checks throughout our build process and we hope that there will be no problems with your new home once you move in.

However, our responsibility to you continues for 2 years after you have completed the purchase of your home. If you wish to report a fault or problem with your home, you should contact your Customer Service Department at the Divisional office.

If your complaint relates to the actual process of purchasing your new home, you should refer to process 2.


Process 2:

For any other complaint, or a complaint which relates to the actual process of purchasing your property:

If you have a complaint concerning any other experience that you have had with Crest Nicholson, including any complaint that you may have with regard to how you were sold your home, we would like you to bring it to our attention so that we can investigate it.

You should contact 'The Managing Director' at the Divisional office who will, in the first instance, pass your complaint to the relevant Director responsible.


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. As part of managing your complaint we may collect and store your personal data. Please refer to our privacy policy to understand how we manage your information. 

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 or through the consumer code resolution service CEDR.

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. 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:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
E14 9SR
Telephone: 0800 023 4567

You must approach the Financial Ombudsman Service within six months of either the date of our final response or the expiry of the eight week period for our making our final response. We will remind you of this right when we make our final response or give reasons why we have not been able to give a final response within the eight week period.

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