If you have bought a brand new Countryside Home and feel that you haven’t received the quality or the service you expected, please let us know and we will look to resolve the situation and learn from your experience.

We take all complaints extremely seriously and have a three-step process that you can follow to ensure that the right people in our business have the necessary information to fully investigate and respond.

Step 1: If you have a complaint

If you have a complaint, then in the first instance you should contact the regional Customer Service team
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If you are a customer who is yet to complete on the purchase of your new home, any queries should be directed to our sales teams at the appropriate development.

All complaints will be acknowledged within 4 days. Within 10 days of receipt, our team will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.

Within 28 days a complaint assessment and full response will be provided.

We aim to resolve all complaints at step 1. However, we acknowledge that this may not always be possible.

We kindly request that if you remain unsatisfied with the outcome, that you inform us within 5 days so that we can escalate your complaint.

Step 2: What if I am not satisfied?

If you are still not satisfied then you should ask for your complaint to be referred to, or directly contact, the regional Sales or Customer Service Director depending on whether the complaint relates to a matter pre-completion or post-completion.

They will acknowledge all complaints within 4 days of escalation. Within 14 days of escalation, they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.

Step 3: What happens if the Director cannot resolve the matter?

If the regional Sales or Customer Service Director is unable to resolve matters to your satisfaction, then you should escalate this further to the regional Managing Director (based at the regional office that you have been dealing with).

They will review your complaint and determine the best course of action, acknowledging the complaint escalation within 4 days and responding in full within 10 days of escalation.

Once your complaint has been resolved, we will send a formal close out letter.

Using our formal complaints process, the Independent Dispute Resolution Scheme or Consumer Code does not affect your normal legal rights.

If you would like further details, please contact your warranty provider:

www.nhbc.co.uk/homeowners or call 0844 633 1000

www.premierguarantee.com/homeowners or call 0800 107 8446

www.labcwarranty.co.uk/homeowners or call 0800 183 1755