We put the same high standards of care and attention into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously. If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.
FORMAL COMPLAINT PROCESS
This copy needs to be about your formal complaint process. Again this page will need more adding to the layout once we have the copy. at present I have just created this as a placeholder and so that you can see the text area required. Detailed below is the info used by Barrett Homes, it is quite lengthy but good reference point:
BARRATT HOMES COPY FOR REF
Formal complaints process
Our commitment to you
Reporting an issue
Although we hope there will be no issues after you have moved into your new home, our commitment continues after your sale has been completed. If you want to tell us about a issue with your home of which we are not yet aware please contact your local New Home Customer Care team.
In the unlikely event that they are unable to resolve the matter to your satisfaction please refer back to this formal complaints procedure.
Dealing with your complaint
If you have a complaint that we have:
- Failed to do something we should have done (including a repair), or
- Done it badly, or
- Have treated you unfairly or discourteously
Then please do raise it with us and allow us the opportunity to put it right.
To enable us to respond within the timescales shown below it is essential you follow our complaints procedures. For non-emergencies, this starts with you contacting your local New Home Customer Care team directly.
If you are able to resolve any issue informally by telephone/email with your local divisional office and are happy with the outcome then you need not use our formal complaints procedures. If however you are not satisfied that the problem has been resolved or handled to your satisfaction you may wish to make a formal complaint. You can do this by using our formal complaints procedure set out below.
Formal complaints process
We have robust processes to ensure that your complaint is investigated locally, by our Divisional team, who are best placed to deal with any issues relating to your home or development.
Our business is comprised of 27 Divisions, each headed by a Managing Director who reports to their Regional Managing Director.
Regional Managing Directors report directly to our Group’s Executive Committee, headed by our Group Chief Executive.
Head of Customer Care
Please address your complaint, in writing, to the Head of Customer Care at the Division from which you purchased your home. We suggest that you either complete our online Complaints Form via our website or email your local New Home Customer Care team.
Click the contact button above to get in touch via our email form.
Your Divisional Head of Customer Care will acknowledge all formal complaints within 2 working days of receipt and aim to respond fully within a further 10 working days.
Divisional Managing Director
We hope that all formal complaints can be addressed by our Divisional Head of Customer Care. However, if you feel your own concerns have not been resolved to your satisfaction, you can refer your complaint in writing to the Divisional Managing Director.
The Divisional Managing Director will acknowledge all complaints within 2 working days of receipt and aim to respond fully within a further 10 working days.
Regional Managing Director
In the unlikely event that the Divisional Managing Director is unable to resolve matters, then your complaint should be emailed to our Group Customer Experience team at email@example.com or by post to:
Group Customer Experience
Barratt Developments PLC
Kent House, 1st Floor
14 – 17 Market Place
Your complaint will then be allocated to the appropriate Regional Managing Director who is part of the Group Chief Executive’s team.
The Regional Managing Director will acknowledge your complaint within 2 working days and aim to respond fully within a further 15 working days. This response will explain the Company’s final position in relation to the matters raised.
If a new formal complaint is received, it will always be referred to the Divisional Head of Customer Care so that it may be dealt with in accordance with this Complaints Procedure.
Our Group Customer Experience team regularly review all formal complaints so we may amend our procedures where necessary and continue to improve the service we deliver to all our Customers.