What to do if you have a complaint
How we handle complaints
Our Claims and Customer Charters explain how we deal with complaints to ensure a fair outcome and we constantly analyse the data we receive from complaints so that we can identify where we need to improve our service, processes, systems, training and products.
Complaints about our service
We value the opportunity to investigate concerns you may have about any aspect of our service and are committed to handling all complaints thoroughly, fairly and promptly. The procedures we follow for handling complaints are available here:
Submit your complaint
We are sorry that you feel you have cause to complain. We are eager to put things right as soon as we can, so please use this form to tell us what has happened.
To help us understand the full details of your complaint, please provide as much detail as you can.
Once you have submitted this form a member of our complaints team will contact you to discuss your concerns and to explain how we will respond to the issues you have raised.
If you need to contact our Consumer Affairs team you can do so via firstname.lastname@example.org.
You can also contact us by telephone on 01908 746121
Problem with your home
Complaints about the builder's obligations or the Resolution Service
If we've been unable to offer you the Resolution Service, or if you disagree with our Resolution Report, you may refer your dispute with the builder to another form of dispute resolution process, such as arbitration or the courts.