Complaints Procedure

 

When you buy one of our new build homes across the North West of England and North Wales, we do everything we can to make the process as simple and straightforward as possible by implementing the highest standards of customer service.

In the unlikely event that you need to raise a complaint, you can email it to customercare@castlegreenhomes.uk or call 01745 536677 to begin the complaints procedure.

If the problem cannot be resolved in the first instance, it will be escalated to the relevant Departmental Manager. If the issue is still not resolved to your satisfaction, a Director will step in and make the final decision.

Any complaint received will go through our defined complaints procedure, as follows:

1

A member of our Customer Care team will respond to your complaint as soon as possible to acknowledge receipt and gather any further information needed to resolve the issue

2

If the complaint is not resolved by the first recipient, it will be passed to the Contracts Manager or Sales Manager for further investigation

3

In the unlikely event that a satisfactory solution is not reached, the complaint will be escalated to a Director

4

If it has not been possible to reach a satisfactory conclusion through these channels, you will be advised to seek legal advice from an external party

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    We've saved 723 tonnes of carbon via verified carbon offset projects and we have also purchased 300 tonnes of the Gola Rainforest Protection REDD+ project for future homes.