Complaints procedure

Russell Homes will do everything it can to ensure your new home is delivered to you exactly as expected.

We put the same high standards of care into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously. We are compliant with the Consumer Code for Home Builders.

If you have a complaint, we ask you to let us know so that we may have the opportunity to resolve the issue for you.

Reporting an issue:

Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed.

If you have a complaint that we have:

• Failed to do something we should have done
• Done something badly
• Treated you unfairly or discourteously

then please do contact us and allow us the opportunity to put it right.

Our customer care team can be contacted by email at support@russellhomes.co.uk

Informal complaints:

If you are able to resolve any issue informally with our office and are happy with the outcome, then you need not use our formal complaints procedure. 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 robust process to ensure that your complaint is properly investigated and followed up:

• Please raise your complaint with the Customer Care Team at support@russellhomes.co.uk who will acknowledge all complaints within 5 working days of the date of complaint.
• We will investigate your concerns and respond within 20 working days of the date of complaint.
• A full complaint assessment response will be issued no later than 30 calendar days of the date of complaint. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.

In the very unlikely event that the complaint remains unresolved after 56 calendar days from the date of complaint, you may refer it directly to the Independent Dispute Resolution Scheme and/or the Home Warranty Body as appropriate.