COMPLAINTS POLICY

We put the same high standards of care and attention into looking after our customers as we do into building our homes. Occasionally things can go wrong, and we take complaints from our customers very seriously. We strive to resolve any complaint effectively. If you have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you.

REPORTING AN ISSUE

Although we hope there will be no issues after you have moved into your new home, on occasion minor issues can occur, our commitment continues after you have moved in. If you want to tell us about an issue with your home, please report it to our Customer Care Team by emailing customercare@colarenhomes.co.uk

INFORMAL COMPLAINT PROCEDURE

If you have a complaint about something we have failed to do (including a repair), something not done to standard or you feel we have treated you unfairly or discourteously, then please raise this with us and allow us to have the opportunity to put it right. If the issue can be resolved by telephone or email through our After-Sales team and you are satisfied with the outcome, then you do not need to follow the Formal Complaints Procedure; however, if you are not satisfied that the problem has been resolved or handled to your satisfaction and wish to escalate the matter, please do so using the Formal Complaints Process.

FORMAL COMPLAINT PROCESS

Colaren Homes have processes in place to ensure that your complaint will be thoroughly investigated by the team best suited to deal with the issue. Please ensure all formal complaints are sent to our Main Office to allow it to be passed to the relevant person to investigate your complaint further.

Please put your complaint, in writing, to Customer Care Manager at Colaren Homes, Colaren House, Burnthill, Fraserburgh, AB43 7EJ, making it clear that you wish to raise a formal complaint; please provide full details of your complaint including your address and photographs if applicable. The complaint will then be submitted to the appropriate person/team and the following steps will then be undertaken:

• Your complaint will be acknowledged within 5 working days of receipt.
• We aim to respond fully within 30 Calendar days of receipt of complaint, however, depending on the complexity of the investigation, this may take longer. If it does, we will contact you to let you know.
• Our full complaint investigation response will be no later than 30 working days following receipt of complaint. In the event that the resolution is still underway, we will advise what has caused the delay and an anticipated date for resolution.
• Once the complaint has been resolved, we will send a closure letter which confirms what action has been taken.
• In the very unlikely event that the complaint is not resolved within 60 working days of receipt of complaint, 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 also update you at least once every 30 working days until the matter is resolved.

If you are unhappy with how we have dealt with your complaint, you may be able to refer it for independent review.

Referrals can only be made after 56 Calendar days have passed since first raising it with us and no later than 12 months after our final response.

Under the Consumer Code for Home builders (www.consumercode.co.uk) , if you are unhappy with how we have dealt with your complaint, you may refer the matter to your Home Warranty provider in the first instance, eg NHBC.

If appropriate, they might refer you to the Consumer Code for Home Builders who run an Independent Dispute Resolution Scheme (IDRS).  The IDRS will follow an adjudication process.  This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision.