Complaints Procedure
This document sets out the complaints handling procedures that we will follow in the event that you make a complaint.
1.0 OUR BELIEFS
- We endeavour to provide all our customers with a high standard of service and a quality new home.
- Our customers’ views are important to us and if you are unhappy with any of our services it is important that you let us know.
- All our customers have the right to a fair, swift and courteous service at all times.
- We will investigate your complaint fairly and consistently. We will promptly determine whether the complaint should be upheld, and (if appropriate) determine remedial action.
2.0 DEFINING A COMPLAINT
We define a complaint as an expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of a property or failure to provide adequate associated services.
3.0 SNAGGING
A snag is a small defect or problem that remains in your property after the building work has been completed. Whilst we endeavour to identify and fix any cosmetic defects before completing the sale of a new home, there are instances where issues will arise after the sale, and we will need to return to put these right. It is important to note that a customer must give us the opportunity to investigate and fix a snagging related issue. Stancliffe Homes cannot be responsible for fixing issues related with the workmanship of a third party.
We deal with issues associated with ‘snagging’ in a different way to that set out for ‘complaints’. We aim to deal with all customer snagging issues, in line with guidance set out in the Consumer Code for Housebuilders. Details of how to raise a ‘snagging’ issue are detailed in your ‘welcome pack’ letter and guidance on who to contact to raise a ‘snagging’ related issue, are also provided in that letter.
4.0 HOW TO COMPLAIN
There are several avenues available to our customers should they want to make a complaint. These include:
- In person – you can make an appointment to visit us at our Head Office to discuss your complaint in person with a member of our management team. Our Head Office address is:estate name tbc Mansfield road hasland. You can also discuss your complaint with a member of our Site Staff (Sales Advisor / Site Manager).
- Email – info@pulchrahomes.co.uk
- http://pulchrahomes.co.uk/contact-us/
- Telephone: (44) 123 456 789
To help us handle your complaint in the most effective way, your complaint should be clear about the issue from which you have suffered. We also ask that should you make an oral complaint via one of the above routes, that you follow up with a written record of the complaint.
5.0 OUR COMPLAINTS PROCESS
Upon receipt of your complaint, it will be referred to a member of Stancliffe Homes Senior Management Team, who will handle the complaint on behalf of Stancliffe Homes.
This individual will take responsibility for the handling of your complaint and will also have the authority to investigate and settle this.
6.0 COMPLAINTS TIMESCALE
We will acknowledge your complaint within 5 working days of receipt and notify you of our response within 30 working days, or if longer, the reason for the delay and the timeframe in which we can respond.
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. However, we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
7.0 FURTHER STEPS
In the unlikely event that after exhausting our complaints process you still remain dissatisfied, then you may refer your complaint for independent resolution under the Consumer Code for Homebuilders. You should contact your home warranty provider who should provide you with an application form.
A copy of the Consumer Code for Homebuilders and further information is available at www.consumercodeforhomebuilders.com.
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