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Make a complaint

We want to give you a great experience every time you contact us, but we know that sometimes this doesn’t happen.

Your feedback helps us improve our services for everyone, so we always want to hear from you, especially if something’s not right.

We’ll do our best to fix the issue the first time you get in touch. If we can’t, we will give you details about our next steps: how long it will take, what’s involved and who’s helping to fix it.

The easiest way to submit a complaint is to use our online form. You’ll need to provide as much information as possible to help us look into your issue, including what happened, when it happened.

What happens when you complain?

  • Once we receive your complaint, we’ll let you know we’ve seen it within two working days
  • We’ll look into what happened and aim to resolve things quickly
  • We’ll share what we find and agree any actions with you
  • We aim to close complaints within 10 working days
  • If we are unable to answer your complaint within the amount of
    time we promise to let you know, and escalate if appropriate.

 

If you’re happy with the outcome, we’ll close the complaint. If not, you can ask us to take another look.

  • We’ll acknowledge your request to escalate within two working days
  • We’ll share what we find and agree on next steps
  • We aim to close escalated complaints within 20 working days

 

If the investigation takes longer than expected, someone will be in touch to update you.

If you’re still not satisfied, we’ll let you know how to contact the Consumer Code for Home Builders for independent advice.

We’ll stay in touch throughout the process and use the communication method that suits you best, whether that’s email, phone, or something else.

Our Customer Complaints Promise

We promise to:

  • Try to resolve your complaint at the first point of contact. If this is not possible we will answer you within 10 working days for Stage 1 complaints, or 20 working days for Stage 2 complaints.
  • Let you know who is handling your complaint on your behalf
  • Enable someone to act on your behalf if that is easier for you
  • Let you know about the progress of your complaint. If we are unable to answer your complaint within the amount of time we promise to let you know, and escalate if appropriate.
  • Answer your complaint using whichever form of communication suits you best
  • Admit when we’ve got it wrong and apologise
  • Learn from any mistakes and make changes to make things better
  • Let you know about your right to escalate your complaint within the United Welsh Group and / or complain to the Consumer Code for Home Builders.

The Consumer Code for Home Builders provide a free dispute resolution scheme to outright purchasers only to deal with complaints about breaches of the Code. For further information on the Consumer Code, including the Independent Dispute Resolution Scheme, please visit the Consumer Code for Home Builders website.

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