Our promise to you
At McCarthy & Stone we are committed to enriching the lives of our customers. We pride ourselves on the quality of the homes we build, the lifestyles we deliver and the services we provide. However, we understand that sometimes things can go wrong and so we take complaints very seriously. If you do have a complaint, please do let us know so that we have the opportunity to resolve the issue for you and learn from it.
Reporting an issue
If you feel that we have:
- Failed to do something we should have done
- Done it badly
- Have treated you unfairly or discourteously
Then please let us know and allow us the opportunity to put it right.
Most problems can be resolved quickly and informally by our House/Estate Managers, sales colleagues or regional Customer Service teams so please do speak to the team on site first, and if you are happy with the outcome then you need not use our formal complaints procedures.
If however you are not satisfied that the problem has been resolved or handled to your satisfaction you may wish to make a formal complaint. You can do this by using our formal complaints procedure set out below.
Formal complaints process
We have a three-stage process to ensure that your complaint is dealt with quickly and effectively.
Please contact our Customer Services team. You can do this by speaking to your House/Estate Manager, using the online complaints form on our website, calling 0800 201 4811 or by writing to the Customer Services Manager at the relevant regional office. Contact details for your regional office will have been provided to you at the time of your legal completion or can be found on the contact page of our website.
Your regional Customer Services Manager will acknowledge all formal complaints within 3 working days of receipt.
Depending on the subject of your complaint, they will either address it themselves or ask a relevant senior manager to respond to you directly.
The senior manager with responsibility for your complaint will investigate the complaint and we will usually write to you with confirmation of the action being taken within 5 working days.
Occasionally, if the complaint is a little more complicated we may need some more time to respond but we will let you know about the delay ahead of time and explain how things are progressing. We will, wherever possible, provide a full response within 15 working days.
We hope that all formal complaints will be resolved at Stage 1. However, if for any reason you feel that your concerns have not been resolved to your satisfaction, you can refer your complaint in writing to the Managing Director of the relevant region.
You will be provided with their contact details at the conclusion of your Stage 1 complaint.
The Regional Managing Director will acknowledge all complaints within 3 working days of receipt. At this stage the Managing Director will consider your points and review how the Stage 1 process was carried out and the Stage 1 decision.
The Managing Director will write to you with their own review and aim to respond fully within 15 working days of receipt of your request for a Stage 2 review.
In the unlikely event that the Regional Managing Director is unable to resolve matters at Stage 2 then your complaint should be emailed to our Group Customer Experience team at [email protected] or by post to:
Group Customer Experience
McCarthy & Stone
100 Holdenhurst Road
Your complaint will then be allocated to a senior director for consideration.
The Customer Experience team will acknowledge your complaint within 3 working days and aim to respond fully within a further 10 working days. This response will explain McCarthy & Stone’s final position in relation to the matters raised.
If your complaint relates to a property management issue, at this stage you will be referred to the Ombudsman Service: Property (or Property Tribunal in Scotland) - see details below.
If any new complaints are received they will always be referred back to Stage 1 so that they may be dealt with in accordance with this complaints process.
If you are still not satisfied
Should you disagree with the final decision of McCarthy & Stone at Stage 3 of this complaints process, you may be able to refer the complaint for further consideration by one of a number of external dispute resolution services:
For complaints relating to the fabric of your new home or the purchasing process:
You may wish to refer to your Home Warranty provider (NHBC) under their claims and dispute resolution service www.nhbc.co.uk/homeowners or 0844 633 1000.
The NHBC will then either deal with the complaint under the terms of the warranty policy or, if the complaint falls outside the NHBC warranty dispute resolution scheme, offer you the opportunity to refer your complaint to the Independent Disputes Resolution Scheme. Full details of this scheme and its provider are part of the Consumer Code for Home Builders document given to you at reservation. Full details of this Code can also be found at www.consumercode.co.uk.
For complaints relating to the management of your property in England & Wales:
You can refer the complaint to the Ombudsman Services: Property for independent adjudication:
Ombudsman Services: Property, PO Box 1021, Warrington, WA4 9FE
0330 440 1634
For complaints relating to the management of your property in Scotland:
45 Robertson Street, Glasgow G2 8JB
0141 302 5900