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 begin the complaints procedure via Willow, your digital new home assistant.

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 appropriate departmental manager or the Head of Customer Care 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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