COMPLAINTS PROCEDURE
We aim for the same high standards of care and attention when looking after our customers as we do in building our homes. However, we do appreciate that sometimes things can go wrong and we take your feedback very seriously. If you have a complaint, we ask that you let us know immediately so that we have the opportunity to resolve the issue for you and learn from it. Although we hope there will be no problems after you have moved into your new home.
If you want to tell us about a non-urgent issue please contact the customer care team by emailing: customercare@bridgehomesyorkshire.co.uk.
For urgent issues please follow the information provided in your moving in pack.
Customer Care will respond within 7 days of receiving a complaint in order to;
- Acknowledge receipt of the complaint
- Gather any further information regarding the complaint
- Resolve the complaint where possible
If, in the unlikely event the team are unable to resolve the matter to your satisfaction, please refer back to this complaints procedure, as you may wish to escalate this matter. You can do this by contacting our Managing Director by email at tonywatling@bridgehomesyorkshire.co.uk or by post to:
Managing Director
Bridge Homes (Yorkshire) LLP
Merefield House
Whistler Drive
Castleford
West Yorkshire
WF10 5HX
We also comply with the Consumer Code for Home Builders (“Customer Code”) and this is available at our marketing suite or online at the Consumer Code for Home Builders.
If, after exhausting our complaints procedure you still remain dissatisfied, you may refer your complaint for independent resolution under the Consumer Code for Homebuilders. You should contact your home warranty provider (NHBC) and obtain an application form from them. The use of the Consumer Code independent resolution scheme does not affect your normal legal rights.
