Complaints Procedure

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Complaints Procedure

Though we aim to find you the perfect new home you’re looking for and provide the very best service we can in the process, we understand that sometimes things can go wrong. Whether there’s a technical problem, or if our service for some reason falls below your expectations, we encourage you to bring the problem to our attention.

Indeed, our rigorous complaints procedure is designed to make sure your problems are resolved, and make sure we can learn from the incident too. Any complaint—big or small—is taken very seriously and we strive to resolve it swiftly and efficiently. 

Making a complaint

If you’d like to make a complaint for any reason, please get in touch with a member of our dedicated in-house customer service team. Provide all the necessary details—including the property address and your contact number—and, if possible, they’ll resolve the problem for you. If they’re unable to, they’ll make sure it gets seen by the right person.

To get in touch with the team use one of the following:

By telephone: 020 8023 7092

By email: [email protected]

By post: 50 Lancaster Road, Enfield, Middlesex, EN2 0BY

As soon as we receive your complaint, we’ll process it accordingly and you’ll receive an acknowledgement within three working days. In fact, in most cases, you’ll receive a full response within ten working days. Of course, during our investigation into the problem, we may require further information from you and will be in touch accordingly. Throughout the entire process, we will make sure to keep you updated about what’s happening.

In case of further problems

If for any reason you’re not happy about how our customer service team help to deal with your concern, please don’t hesitate to escalate the matter to our customer service director. You can reach them using the same details above, or by contacting the head office on 020 8366 1271.

Should the director’s response remain unsatisfactory, you can feel free to refer your complaint to our executive chairman by letter or email at [email protected].uk

Remember, as the homeowner your new home is covered by a warranty that is normally provided by the NHBC, full details of which can be found at www.nhbc.co.uk. And, where appropriate, you may also refer your complaint to the Consumer Code Independent Dispute Resolution Scheme at www.consumercode.co.uk, without your legal rights being affected.