Our commitment to you:
Wynyard Homes is committed to providing homes and service to a high standard. We work hard to resolve any issues our customers bring to our attention, but we also know that sometimes things can go wrong. If you have any concerns or dissatisfaction in any way, we will do our upmost to resolve your issue in a fair and transparent way.
We want your journey with Wynyard Homes to be as smooth and enjoyable as possible. Please follow our complaints procedure below to help us deal with your concerns efficiently and effectively.
What we need from you
The complaints process
STEP 1:
If you’ve reserved but are yet to complete the purchase of your home and you’re dissatisfied with the service we’ve provided, please raise your concerns with your Sales Executive.
If you have a complaint, in the first instance you should contact our Customer Care Team on 01740 618 700.
STEP 2:
If you’re not satisfied with the initial response, please send a letter of complaint to our Head Office –
Quayside House, 110 Quayside, Newcastle Upon Tyne, England, NE1 3DX or email sales@wynyard-homes.co.uk.
What will we do next?
We will acknowledge receipt of your email within 5 working days and respond with our proposed solution within 28 working days, this will may also include out decision not to take any further action.
If we are unable to provide a response to the issue within the timescales, we will confirm what the reason for the delay is and how long it will be before we can provide a full response.
If you are unhappy about how we have handled your complaint
If you remain dissatisfied after completing our complaints procedure, you may refer your complaint to your Home Warranty Provider under the Consumer Code for Home Builders.
Wynyard Homes uses Premier Guarantee for its warranties, and your complaint should be directed to them in line with their complaints process. Details can be found in your warranty documentation.
If appropriate, your complaint may then be referred to the Consumer Code for Home Builders’ Independent Dispute Resolution Scheme. This is an independent adjudication process that will consider the evidence provided by both you and the housebuilder before reaching a decision.