Introduction
At Enfys Homes, we strive to deliver the highest standards of customer service and quality homes. We understand that there may be occasions where you are dissatisfied with our service or your home, and we are committed to resolving these issues quickly and effectively. Our goal is to resolve all complaints directly, and we hope that issues can be resolved without the need for escalation. However, should you feel dissatisfied, we have a clear process in place to address your concerns.
This policy outlines the steps we will take to resolve any complaints, including our commitment to keeping you informed throughout the process.
If you have a complaint, please contact us via email at sales@enfyshomes.co.uk with the following information:
The details of your complaint
A description of the issue(s)
Any supporting documents (photos, reports, etc.)
We aim to acknowledge receipt of your complaint within 5 working days.
Once we have acknowledged your complaint, we will begin investigating the issue. We will work to resolve the matter as quickly as possible, ensuring that you are kept informed at every stage of the process.
Acknowledgement of Receipt
We will acknowledge receipt of your complaint within 5 working days of receiving it.
Response and Proposed Solution
We will provide a response within 10 working days that includes a proposal for how we intend to fix the problem.
If applicable, we will also provide the details of the relevant Warranty Provider that can assist with any coverage related to the issue.
Regular Updates
We will update you regularly on the progress of resolving your complaint, at a minimum every 30 days.
Resolution Timeline
We aim to resolve the complaint within 56 days of the initial complaint submission.
If we are unable to fully resolve the complaint within this time frame, we will inform you of the reason for the delay (e.g., waiting for parts, ongoing investigations) and provide an updated timeline.
We hope that all complaints can be resolved directly. However, if you are unhappy with the resolution offered after 56 days or if your Warranty Provider is unable to help, you have the option to escalate the complaint further.
As a member of the New Homes Ombudsman Service, we encourage you to contact them to raise the complaint further. They provide an independent review process and will help facilitate the resolution of your complaint.
New Homes Ombudsman Service Contact Details:
Website: www.nhos.org.uk
Phone: 0330 808 4286
Enfys Homes is committed to ensuring that all complaints are handled professionally and efficiently. We hope to resolve issues without the need for escalation, but if you are dissatisfied with our response, the New Homes Ombudsman Service is available to provide further support. We value your feedback and strive to continuously improve the quality of our homes and services.
Note:
This Complaints Policy is subject to change and will be reviewed regularly to ensure it aligns with our customer service standards and the guidelines set by the New Homes Ombudsman Service.