Complaints procedure

If you are the home owner and remain dissatisfied with the final outcome of your complaint, your new home is covered by a warranty which is normally provided by the NHBC.

Full details of the NHBC warranty can be found at www.nhbc.co.uk and details of your policy are provided directly to you by the NHBC shortly after completion.

Where appropriate, you may also refer your complaint to the Consumer Code Independent Dispute Resolution Scheme www.consumercode.co.uk if you reserved before 7th March 2023 or the New Home Quality Code www.nhos.org.uk if you reserved on or after 7th March 2023.

If you fall under the New Homes Quality Code, reservations before 1st March 2026 will be Code version 2022, reservations on or after 2nd March 2026 will be Code version 2026.

Our aim is to provide you with a quality new home, built on time, accompanied by excellent service through every stage of your home buying process, including after you have moved in. Our Customer Charter sets out our service standards.

We acknowledge that sometimes things may go wrong or fall below expectations. If so, we ask you to bring them to our attention, so that we can respond to you and learn from it.

We take complaints very seriously and will strive to resolve matters swiftly and efficiently through our complaints procedure.

We apply the same high standards of care when looking after our customers as we do when building our homes. However, we appreciate that sometimes things can go wrong, so we take complaints seriously. We are a registered developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code (the Code). 

If you have a complaint, please let us know so we can try to resolve the issue for you and learn from it.

Reporting an issue

Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed. 

If you have a complaint and it relates to one of the following, please contact us and allow us to put it right:

- we have failed to do something we should have;
- we have carried out something poorly; or
- we have treated you unfairly or discourteously;
 

Informal complaints

If any issue can be resolved informally with our office and you 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 procedure

We have a robust process to ensure that your complaint is properly investigated and followed up on:

- Please raise your complaint with Customer Services at customerservices@fairview.co.uk 

- We will acknowledge all complaints within five days of the complaint initiation date*.

- We will investigate your concerns and send a response detailing our proposed pathway to resolution within 10 days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.

- We will send a full complaint assessment response within 30 days. If the complaint is resolved, this will confirm the steps taken. If the resolution is still underway, the response will detail what has caused the delay and the anticipated date for resolution.

- Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.

- In the unlikely event that the complaint remains unresolved after 56 days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will update you no less than every 28 days until the matter is resolved.

- We hope we can resolve most matters without further escalation. However, if your complaint is not resolved in accordance with this procedure or you remain dissatisfied with the outcome, you may be able to refer it to any dispute resolution service offered by your warranty provider or the New Homes Ombudsman Service (www.nhos.org.uk).

- It is within the New Homes Ombudsman Service discretion to decide when or if to accept a complaint, in accordance with the Scheme Rules. The New Homes Ombudsman Service can accept complaints that have arisen from the point of reservation through to legal completion, as well as from two years after legal completion. After this, disputes within the structural warranty period may be referred to the new home warranty provider, if relevant. 

*The complaints initiation date (CID) is the first working day after receiving a complaint. For example, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).

We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.

We will send a full complaint assessment response by no later than 28 calendar days. If the complaint has been resolved, this will confirm what steps were taken.  In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.

Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.

In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution. We will also keep you updated no less than every 28 days until the matter is resolved.

We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider, the Consumer Code or New Homes Ombudsman depending on the date you reserved your new home (please see above). The New Homes Ombudsman can be contacted on www.nhos.org.uk 

It is within the Consumer Code and New Homes Ombudsman Service’ discretion to decide when or if to accept a complaint, in accordance with the scheme rules. The Consumer Code and New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the warranty provider if relevant.