At FABRICA, we put the same high standards of care into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong and we therefore take complaints very seriously. We are a Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality Code.
If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.
Reporting an issue
Although we hope that you will not have any problems after you move into your new home, our commitment to you continues after your sale has been completed.
If you have a complaint where we have:
Then please do contact us and allow us the opportunity to put it right.
If you are able to resolve any issue informally with our office and are happy with the outcome, then you do not need to use our formal complaints procedures. If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints procedure set out below.
Formal complaints process
We have a robust process to ensure that your complaint is properly investigated and followed up. Please raise your complaint with the complaints and resolution service: email@example.com
We will provide a written acknowledgement within five calendar days of the complaint receive date*. We will investigate and send a response which details our proposed 'path to resolution' within 10 calendar days of the complaint receive date*. This will explain how we plan to resolve the issue, along with the steps and anticipated timescales.
We will send a full complaint response no later than 30 calendar days. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.
Once the complaint has been resolved, we will send a closure response confirming what action has been taken.
In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved.
We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider, or the following Ombudsman Service, depending on your property tenure:
o Private Leasehold and Shared Ownership customers will refer complaints to the Housing Ombudsman Service
o Private Freehold customers will refer complaints to New Homes Ombudsman Service
It is within either Ombudsman’s discretion to decide when or if to accept a complaint, in accordance with the scheme rules. Each Ombudsman can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider if relevant.
*The complaints initiation date (CID) is the day a complaint is received and logged with Complaints Team. Thus, if a complaint is received on a Monday, the CID is the Monday. If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).