If you are approaching us about a concern or complaint for the first time, then this policy doesn’t apply, you should give us a chance to respond to you.
If you make an approach and then are not happy with the response, you will be able to make your concerns known as we describe below.
To register a complaint contact our sales/customer service team. We will formally acknowledge your complaint within 5 working days and aim to resolve concerns as quickly as possible. We expect to deal with the vast majority of complaints within 20 working days. If your complaint is more complex we will keep you informed of the expected timescales required to reach a resolution.
If you are not satisfied with our response/resolution you can refer your complaint to the Sales & Marketing Manager at our head office, whose address can be found on our website www.millbayhomes.co.uk
Your complaint will be formally acknowledged within 5 working days of receipt and we will notify you of our response within 20 working days of receipt of your complaint.
If the Sales & Marketing Manager did not succeed in resolving your complaint you may refer your complaint to the Executive Director of Development. Your complaint will be formally acknowledged within 5 working days of receipt and we will notify you of our response within 20 working days of receipt of your complaint. Following this you may escalate your complaint to the Group Chief Executive if it remains unresolved to your satisfaction.
If you have no resolution from Mill Bay Homes you may refer your complaint for independent resolution under the Consumer Code for Homebuilders. A copy of the Consumer Code for Homebuilders and further information is available at www.consumercodeforhomebuilders.com
You should contact the home warranty provider within three months of the date of our final response to the original complaint. The home warranty body will either deal with the complaint under the terms of the warranty or provide the home buyer with an application form and a set of the adjudication rules so that the complaint can be referred to the independent dispute resolution service. Please note that using this service does affect your legal rights.