Formal Complaints Procedure

We put the same high standards of care into looking after our customers as we do into building our homes.  However, we do appreciate that occasionally things can go wrong and so we take complaints very seriously. We are a registered developer with the Consumer Code for Home Builders. If you do have a complaint, we ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.

Reporting an issue:

Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed.

Informal complaints:

In the first instance, should you have any concerns prior to occupation, you should speak to your sales advisor who will address any queries you may have. If your concerns are after you have moved into your home, you can contact the Customer Care Team, who will be happy to help you. We endeavour to make sure our customers are happy with the service we are providing and if not, we ask for the opportunity to make this right for you.

In the unlikely event that we are unable to resolve your initial concerns through this informal stage, you do have the option to make a formal complaint. We have a step-by-step complaints process which ensures that our customers are dealt with by the right people at the most appropriate time.

Formal complaints process:

If you have a complaint that we have:

  • Failed to do something we should have done.
  • Done something badly.
  • Treated you unfairly or discourteously.
  • Not resolved or suitably progressed an issue in a timely manner (where possible, within 30 calendar days).

 

How to make a formal complaint:

Stage 1 - Raise your complaint FAO of the Sales Manager who will investigate your complaint and respond. You should expect an acknowledgment in writing within five working days and a full response to the complaint within twenty working days.

Stage 2 - If you are unhappy with the response you receive at Stage 1, you should request that your complaint be escalated, and this will be appointed to the relevant department Director who will investigate your complaint and respond. You should expect an acknowledgment in writing within five working days and a full response to the complaint within twenty working days.

Please raise your complaint via email to after@campionhomes.com or in writing to:

Campion Homes, Pitreavie Drive, Pitreavie Business Park, Dunfermline, KY11 8US

 

If you are unhappy with how we have dealt with your complaint:

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 be able to refer it to the Independent Dispute Resolution Scheme or NHBC as our Home Warranty Body (or both) as appropriate.

Using the complaints procedure or the Independent Dispute Resolution Scheme does not affect your normal legal rights.

A dispute may be brought to the Independent Dispute Resolution Scheme after fifty six calendar days have passed since the complaint is first raised but no later than twelve months after your final response.