Formal Complaints Procedure

At Hearne Holmes Developments, we are committed to delivering high-quality homes and excellent customer service. However, we recognise that occasionally things may not meet our customers’ expectations.
If you have a complaint that we have:

• Failed to do something we should have done, or
• Done it badly, or
• Treated you unfairly or discourteously, or
• Not resolved or suitably progressed an issue or service request in a timely manner (where possible, within 30 calendar days).Then please do raise it with us and allow us the opportunity to put it right.

This Complaints Procedure outlines the steps to be taken in the event of a complaint, in accordance with the Consumer Code for Home Builders and LABC guidelines.

Raising a Complaint
If you have a complaint, please contact us as soon as possible. You can do so by:
• Email: [email protected]
• Post: Hearne Holmes Developments, Registered office address: 29-31 Castle Street, High Wycombe, Buckinghamshire, England, HP13 6RU
• Phone: 08450945007
• Please provide the following details:
• Your name, address, and contact details
• The address of the home
• A clear description of the complaint
• Any supporting documents or evidence

Acknowledgement of Complaint
Upon receipt of your complaint, we will:
Acknowledge it in writing within 5 working days
Provide the name and contact details of the person handling your complaint

Investigation and Response
We will investigate your complaint thoroughly and aim to provide a written response within 20 working days of acknowledgement.
If further investigation is required, we will inform you of the revised timescales and keep you updated.

Resolution
If your complaint is upheld, we will take appropriate action to resolve the issue. This may include:
Providing an explanation or apology
Taking corrective action to address the problem
Offering compensation where appropriate

Escalation Process
If you are not satisfied with our response, you may escalate the matter as follows:

1. Internal Review: Request a senior manager to review your complaint. This will be completed within 10 working days.
2. Consumer Code Independent Dispute Resolution Scheme: If we are unable to resolve the issue, you may refer your complaint to an independent dispute resolution scheme, as outlined in the Consumer Code for Home Builders. Further details can be found at www.consumercode.co.uk.
3. LABC Warranty Resolution: If your complaint relates to structural or warranty issues, you may contact LABC Warranty for assistance via www.labcwarranty.co.uk.

Final Considerations
We are committed to handling complaints professionally, fairly, and in accordance with regulatory standards. If legal action is required, customers retain the right to seek independent legal advice.

For further information, please contact us using the details provided above.

Hearne Holmes Developments values your feedback and will make every effort to resolve complaints in a timely and satisfactory manner.