We understand that despite the care we take, sometimes things can go wrong and we will always endeavour to resolve any issues as quickly as possible.
It will always be our intention to:
• Investigate complaints promptly and in a competent manner.
• Remain impartial and offer a fair assessment to ensure a fair outcome.
• Clearly communicate our decisions and explain what you can do if you are still unsatisfied.
• Work alongside you to resolve your complaint where possible and provide an appropriate response.
• Constantly improve the products and services we offer and learn from our mistakes.
• Comply with the requirements of NHBC Standards and the Consumer Code for Home Builders.
For us to deal with your complaint in an effective and efficient manner, we will work closely alongside you. While it is our aim to resolve your complaint as soon as possible, there may be times where delays are possible, and we ask for your cooperation.
You can make a complaint, or escalate your complaint to Stage 2 or Stage 3, by writing to us at: William Davis Homes, Forest Field, Head Office, Forest Road, Loughborough LE11 3NS, or by email to:
We will record and monitor all complaints raised by the above methods, so please use this process to let us know if you are unhappy. All complaints must follow the three-stage procedure, where applicable, which are set below.
Please note that we cannot accept complaints raised outside of the above monitored methods. For example, social media, website reviews or equivalent, will not be treated against our formal complaints procedure, set out opposite.
All complaints are initially referred to the manager responsible, who will listen to your concerns and do their utmost to resolve matters for you. Your complaint will be acknowledged within 24 hours during normal working hours*.
Once the nature of the complaint has been reviewed, we will give you a timescale for a response, usually within 10 working days, where we may ask for further information and evidence.
On occasions it may be necessary to arrange a visit to further consider your complaint. In these situations, we will contact you within 10 working days to arrange a suitable appointment time. If we deem a visit necessary to progress with your complaint, we ask for your cooperation in agreeing an appointment time and allowing access to your home where required.
Following a visit, we will provide a response within 10 working days and will outline a resolution plan. It is our aim to complete any agreed works within 28 days, but this is not a guarantee.
We take all complaints very seriously and hope that it will be possible to put a resolution in place during this first Stage.
If you do not feel your complaint has been resolved to your satisfaction or within the agreed timescale, you may escalate your complaint to Stage 2.
If escalated to Stage 2, you will be given the name of the Director/Head of Department, who will follow up with your complaint. The complaint will be acknowledged within 24 hours during normal working hours.*
The Director/Head of Department will review your complaint and will aim to respond within 10 working days of acknowledging your Stage 2 complaint. Should further time be required, for example due to annual leave or sickness, you will be advised accordingly.
We hope that it will be possible to resolve the problem within the stated timescale or agree a satisfactory resolution plan for you. If this is not the case, you may escalate your complaint to Stage 3.
If your complaint has been escalated to Stage 3, the complaint will be referred to the Operations Director. Your complaint will be acknowledged within 24 hours during normal working hours.*
The Operations Director will review your complaint and will aim to respond within 10 working days of the acknowledgement of your Stage 3 complaint and will provide William Davis Homes' final position on the matters raised. Should further time be required, for example due to sickness or annual leave, you will be advised accordingly.
After completing the above stages, should you still feel we've been unable to reach a mutually acceptable resolution, you may wish to refer the matter to the following independent bodies: