Complaints

Mill Bay Homes is committed to dealing effectively with any concerns and complaints you may have about our service or the standard of your new home.

This policy sets out Mill Bay Homes' approach to receiving and handling complaints, ensuring that they are dealt with in a consistent, fair and transparent way.

How to make a complaint

If you have a concern, we encourage you to contact us as soon as possible so that we can try to resolve the matter promptly.

To register a formal complaint, please contact Mill Bay Homes by email at enquiries@millbayhomes.co.uk, requesting that your concern be dealt with under our formal complaints procedure.

We will acknowledge your complaint within 5 calendar days.

We will aim to investigate your concerns and send a response proposing a pathway to resolution within 10 calendar days of the complaint initiation date*. This will explain how we plan to resolve the issue, together with the steps and anticipated timescales.

We will provide a full complaint assessment response no later than 30 calendar days from the complaint initiation date. Where our investigation is complete, we will confirm the outcome and the action taken.

If the matter remains ongoing, our response will explain the reason for the delay and provide an anticipated date for resolution.

Once the complaint has been resolved, we will issue a closure response confirming the action taken and the outcome.

If your complaint remains unresolved

In the unlikely event that your complaint remains unresolved after 56 calendar days from the complaint initiation date*, we will provide a further written response explaining the reason for the delay, the next steps and the anticipated timescale for resolution.

We will continue to keep you updated at least every 28 calendar days until the matter is resolved.

We hope to resolve complaints directly wherever possible. However, if you remain dissatisfied with the outcome of your complaint, you may have the right to refer the matter to an appropriate independent dispute resolution service, ombudsman, warranty provider or other relevant body, depending on the nature of your complaint.

Nothing in this complaints procedure affects any legal rights or other remedies available to you.

Where a matter falls within the scope of your structural warranty, you may also have the right to refer the matter to your warranty provider in accordance with the terms and conditions of your warranty.

Complaints involving health and safety

If your complaint concerns an urgent issue affecting health or safety, please contact us immediately by telephone on 01437 774 774 and explain the nature of the emergency.

We will assess urgent matters promptly and take appropriate action.

Contact details

Mill Bay Homes

Meyler House

St Thomas Green

Haverfordwest

SA61 1QP

Telephone: 01437 774 774

Email: enquiries@millbayhomes.co.uk

*The complaints initiation date (CID) is the first working day after a complaint is received. For example, if a complaint is received on a Monday, the CID will be the following Tuesday. Where a complaint is received on a Saturday, the CID will be the following Monday, excluding public holidays.