COMPLAINTS PROCEDURE

At Cotswold Oak, we strive to deliver a quality home and service to all of our customers, all of the time. If, for any reason, we haven’t done that, we want to know why – and we want to put things right.

If you have bought a new Cotswold Oak home and feel that you haven’t received the quality or the service that you expected, please let us know and we will look to resolve the situation and learn from your experience.

We take all complaints extremely seriously and have a three-step process that you can follow to ensure that the right people in our business have the necessary information to fully investigate and respond.

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Step 1: If you have a complaint

If you are a customer who is yet to complete on the purchase of your new home, In the first instance any queries should be directed to our sales teams at the appropriate development.

If you have already purchased your new home then you should contact the Customer Service team at customercare@cotswoldoakltd.co.uk

All complaints will be acknowledged within 5 working days. Within 20 working days of receipt, we will respond with one or more of the following:

• An acceptance of the complaint and what action we are going to take to resolve the issue(s) raised.
• An estimated timescale for the work required to resolve the issue(s) raised.
• If the complaint is rejected, details of the reason(s) why.
• Details of any further investigation work necessary to determine the outcome of our decision to either accept or reject the complaint, including timescales.
• That a written final response will be provided as soon as possible after any further investigation has been carried out and that it will set out what part(s)of your complaint we agree with as well as (where appropriate), what part(s) we disagree with and why.

We aim to resolve all complaints at step 1. However, we acknowledge that this may not always be possible on rare occasions. We kindly request that if you remain unsatisfied with the outcome, that you inform us within 5 days so that we can escalate your complaint.

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Step 2: What if I am not satisfied?

If you are still not satisfied then you should ask for your complaint to be referred to the Sales Manager (sales@cotswoldoakltd.co.uk) or the Construction Director (customercare@cotswoldoakltd.co.uk) depending on whether the complaint relates to a matter pre-completion or post-completion.

They will acknowledge all complaints within 5 working days of escalation. Within 14 days of escalation, they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.

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Step 3: What happens if the Director cannot resolve the matter?

If the Sales or Construction Director is unable to resolve matters to your satisfaction, then you should escalate this further to the Operations Director at Cotswold Oak Ltd, Unit 4, Weston Industrial Estate, Honeybourne, WR11 7QB.

They will review your complaint and determine the best course of action, acknowledging the complaint escalation within 5 working days and responding in full within 10 working days of escalation.

Once your complaint has been resolved, we will send a formal close out letter.

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What happens if we are unable to resolve your complaint through these 3 steps?

We will always do our best to deal with our customers in a fair and responsible manner. If, however, after going through the steps outlined above, you are still unhappy with our response, you may refer to the relevant code/warranty provider:

Consumer Code: https://consumercode.co.uk/home-buyers/how-are-complaints-dealt-with/

LABC: https://www.labcwarranty.co.uk/homeowners

ICW: https://i-c-w.co.uk/homeowners

BuildZone: https://www.build-zone.com/home-buyers/