Complaints Policy


Contact points and procedures

Complaints should be made wherever possible by email to failing which, unless of an emergency nature, submissions should be made in writing by post.

If a complaint is made it will be passed to an appropriate member of the Customer Service team who will follow a standard procedure as outlined below.

This is as follows:

  1. During working hours (9.00 – 17.00 Monday to Thursday and 9.00 – 16.30 on Friday), the Company will respond within 48 hours of receiving a complaint in order to;
    • a. Acknowledge receipt of the complaint
    • b. Gather any further information regarding the complaint
    • c. Resolve the complaint where possible

If a complaint is made over a weekend or bank holiday, the Company will treat the complaint as having been received on the next working day.

  1. If the complaint cannot be resolved in the initial response, it will be referred to the Customer Service Team Leader who will assign the relevant Company representative to investigate the issue, or agree a resolution within five working days of the issue being raised.
  2. If the customer is not happy with the resolution or a resolution cannot be agreed with the Customer Service Team Leader, a senior member of staff will be informed of the matter and attempt to resolve it.
  3. The customer will be contacted within two working days of the matter being resolved to ascertain their satisfaction with the resolution.
    • Thereafter, where it has not been possible to come to a satisfactory resolution, the matter will be escalated by reference to the Managing Director
  4. Should an agreeable solution still not be achievable, the customer will be advised to seek external legal advice. All communications with customer complaints will, where possible, be made by email from Failing this, the response will be made via the same medium as it was received.​


This is a voluntary procedure operated by the Haywood Homes Group for the benefit of its customers and is not subject to statutory regulation however nothing in this policy prevents the complainant from obtaining independent professional advice or making a complaint through an authorised third party. However attention is drawn to the terms of the Sales Contract which governs the responsibility of the Group Company concerned.