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Complaints Policy

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 concern, please do let us know so that we have the opportunity to investigate the issue for you and learn from it.

In the first instance, your concerns should initially be directed to your House / Estate Manager who, in most cases, will be able to quickly investigate and respond to your complaint to your satisfaction. However, if the House / Estate Manager feel they require further support they will escalate this to their Operations Manager or Divisional Director, Operations Your McCarthy Stone, or further to our Customer Relations Team on your behalf.

Alternatively, you can contact the Customer Relations Team directly via email at [email protected] or by post to:

Customer Relations
McCarthy Stone
4th Floor
100 Holdenhurst Road
Bournemouth
BH8 8AQ 

Or by calling 0800 201 4811

If you have a disability that would make it difficult for you to make a complaint or if you need this information in a different format, please let us know and we will do what is reasonably possible to accommodate your needs.

Formal complaints process

The McCarthy Stone complaint handling framework consists of a two-stage process to ensure that your complaint investigated quickly and effectively.

We will not consider or escalate a complaint if:

  • The issue giving rise to the complaint occurred more than 6 months ago (this does not apply in instances relating to health and safety or safeguarding).
  • Legal proceedings have commenced, or a letter before action has been issued.
  • We have already provided a formal stage 2 response to the issue.

Stage 1

Customer Relations will acknowledge your complaint either verbally or in writing within 3 working days of receipt. We aim to complete our Stage 1 investigation within 15 working days. Following our investigation, you will receive a detailed response from your dedicated Customer Relations Manager. If we cannot respond to your concerns within these timescales, then we will ensure to update you at this time and keep you informed of progress. We will also inform you of the escalation process to Stage 2 if you are not satisfied with our Stage 1 response. You will be given 3 months from the date of our stage 1 response to escalate your compliant.

Stage 2

In the unlikely event you are not happy with our Stage 1 response, we will provide you with the option to have your complaint escalated to and reviewed by the Customer Engagement Director or a relevant Senior Manager which will be facilitated by your dedicated Customer Relations Manager. Following the completion of the review you will receive a response letter with our final decision on the matter, this will take no more than 20 working days. 

At this point you have exhausted the McCarthy Stone complaints process and you may wish to refer your complaint for further consideration by one of a number of external dispute resolution services detailed below:

  • 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 Property Ombudsman:

    The Property Ombudsman Ltd,
    Milford House,
    43-55 Milford Street,
    Salisbury,
    Wiltshire,
    SP1 2BP
    01722 333 306
    www.tpos.co.uk

    Please note that you will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final position letter, including any evidence to support your case. 
  • For complaints relating to the management of your property in Scotland you can refer the complaint to the Housing and Property Chamber:

    Housing and Property Chamber,
    First-tier Tribunal for Scotland,
    Glasgow Tribunals Centre
    20 York Street
    Glasgow G2 8GT
    0141 302 5900
    www.housingandpropertychamber.scot
  • Shared Ownership residents can refer their complaint to the Housing Ombudsman Service (HOS):

    Housing Ombudsman Service
    PO Box 152
    Liverpool
    L33 7WQ
    0300 111 3000
    https://www.housing-ombudsman.org.uk

    Shared Ownership residents can also seek early resolution, advice and support from the Housing Ombudsman Service at any time to help resolve an issue or complaint.