Complaints Procedure

When you purchase a Castle Green home we strive to ensure that the process is straightforward, maintaining the highest standards of customer service throughout.

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:

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

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

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

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

Stay in control of your new home journey with Willow, our easy-to-use portal…

Complaints Procedure

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

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