Cornovii Developments (CDL) Complaints Process

Purpose of the Policy

The purpose of the Complaints Process is to ensure that:

• The customer has an easily accessible, straightforward means of making formal representations to CDL which offers prompt action and a speedy resolution to a complaint.
• The customer is confident that their complaint is being dealt with effectively and fairly, even if the outcome is not to their complete satisfaction.
• CDL uses complaints positively and takes subsequent action to maintain service quality to prevent things going wrong again in future.

The complaints process also demonstrates that CDL is committed to providing excellent service delivery.

Our Process

• To provide a fair complaints process which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of CDL’s complaints process so that people know how to make a complaint.
• To make sure that the CDL team knows what to do if a complaint is received.
• To make sure that all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are maintained or repaired.
• To gather information which helps CDL improve its services.
• To ensure that all complaints are handled sensitively, telling only those who need to know, following all relevant data protection requirements.

Definition

Expression of Dissatisfaction

An expression of dissatisfaction is an initial approach by a customer to CDL outlining dissatisfaction with some aspect of CDL’s service or actions.  Such approaches are likely to be made in person, by telephone and/or sometimes in writing.

Formal Complaint

A formal complaint is an expression of dissatisfaction with the action or lack of action taken by CDL, on a matter which has been previously raised by the customer whereby they remain dissatisfied with the response received.

A complaint is not a first-time report of a defect.

A complaint is not a request for compensation.

How a complaint or expression of dissatisfaction can be made

• By completing a feedback form on our website
• By writing to: Cornovii Homes, Ptarmigan House, Shrewsbury Business Park, Shrewsbury, SY2 6LG
• By email to: he***@**************co.uk

How a Complaint Will Be Handled

Stage One

CDL will formally acknowledge a complaint in writing within 5 working days and will be logged to the complaints/feedback register where it will be allocated a unique reference number.

The acknowledgement will confirm who is dealing with the complaint and when the complainant can expect a reply.

A copy of the complaint procedure will be attached.

An investigation into the complaint will be undertaken and a response will be made to the complainant within 20 working days. If the complaint cannot be resolved during this time, CDL will advise the customer and provide a date when the complaint is expected to be resolved by.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One the complaint can be escalated to a Director who will further investigate the complaint.  CDL will formally acknowledge receipt of the stage 5 complaint within two working days. A response will be provided within 20 working days. If the complaint cannot be resolved during this time, CDL will advise the customer and provide a date when the complaint is expected to be resolved by.

Stage Three

If the complainant is not satisfied with the response given by the Director or the matter remains unresolved the complaint will be escalated to the Managing Director and a member of CDL Board for CDL’s final decision. CDL will formally acknowledge receipt of the stage 3 complaint within two working days.

A final investigation will be undertaken at this point and a written response will be sent to the complainant within 15 working days detailing CDL’s final decision.

If the complaint is related to a defect and is in the first two years of the warranty period, and the customer is not satisfied with CDL’s final decision, the customer can raise this with the home warranty provider’s dispute resolution service.

Dispute Resolution

If the Complaint becomes a Dispute, the complainant may refer it directly to the Independent Dispute Resolution Scheme or the Home Warranty Body (or both) as appropriate:

• if the complainant does not receive any response from the builder within 20 working days of a complaint being made
• if the complainant cannot reach an amicable resolution to the complaint with the builder within 56 calendar days of the Complaint being made
• if the defective, faulty or incomplete works or issues arising are not resolved within timescales agreed between the complainant and the builder.

Associated Document 

Unreasonably Persistent and Vexatious Customer Procedure  

Review

The complaints process is reviewed regularly by the CDL Board of Directors.