Customer Complaints Procedure
At Claymore Homes, we take pride in putting 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 you would like to discuss, please follow this guide which explains the process of each stage.
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 After-Sales team by emailing aftersales@claymorehomes.co.uk or by calling 01779 821115.
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 Procedure.
FORMAL COMPLAINT PROCEDURE
Claymore 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 the After-Sales team to allow it to be passed to the relevant person to investigate your complaint further.
Please put your complaint, in writing, to the After-Sales Manager, making clear that you wish to raise a formal complaint; please email aftersales@claymorehomes.co.uk with full details of your complaint including your address and photographs if applicable. The complaint will either be dealt with by the After-Sales Manager or 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 20 working 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.
We hope that all formal complaints can be addressed in the first stage, however if you feel your concerns have not been resolved to your satisfaction, you can escalate your complaint by emailing again to aftersales@claymorehomes.co.uk where your complaint will be allocated to the appropriate member of the Senior Management Team; they will acknowledge your complaint within 5 working days of receipt and aim to respond fully within a further 15 working days. This response will explain the company’s final position in relation to the matters raised.
We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may refer your complaint to Premier Guarantee. Alternatively, you may also refer to the Independent Dispute Resolution Scheme.