Complaints Procedure

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ROBERTSON HOMES COMPLAINTS PROCEDURE

When you’re not satisfied, we take it personally

Our committed teams work hard to ensure that each step of your journey with us delivers the Robertson standard.

Our aim is to deliver a quality of service that lives up to your expectations. Should you have any questions or concerns about Robertson Homes, or wish to make a complaint, please contact us straight away.

Your complaint will be escalated to a designated person who has the knowledge and experience to handle your complaint as required.

Our Complaints Procedure is designed to identify and resolve any issue you may have, efficiently and effectively.

Here’s what to do:

  1. Provide details of your complaint in writing to us as soon as you can, selecting from the relevant email address below.
  2. Include names and addresses of any parties involved
  3. Include dates/times if you’re referring to an incident
  4. Provide details about any steps you’ve already taken to resolve the issue

Where to address your complaint

PLEASE NOTE: All emails sent to the selected recipients below will also be received in a central customer service inbox to ensure your email can be acknowledged timeously.

If you have not purchased a new Robertson home:

Marketing Manager, Jenni Tamlin - homes.marketing@robertson.co.uk

If you have reserved your new Robertson home and have not yet moved in:

Sales manager North Scotland, Jacqui McPherson - homes.salesmanagernorth@robertson.co.uk

If you have moved into your new Robertson Home and your enquiry is in relation to after care:

If you have not purchased a new Robertson home:

Marketing Manager, Jenni Tamlin - homes.marketing@robertson.co.uk

If you have reserved your new Robertson home and have not yet moved in:

Sales manager East Scotland, Karen Mercer - homes.salesmanagereast@robertson.co.uk

If you have moved into your new Robertson Home and your enquiry is in relation to after care:

If you have not purchased a new Robertson home:

Marketing Manager, Jenni Tamlin - homes.marketing@robertson.co.uk

If you have reserved your new Robertson home and have not yet moved in:

Sales manager West Scotland, Julie Henderson - homes.salesmanagerwest@robertson.co.uk

If you have moved into your new Robertson Home and your enquiry is in relation to after care:

If you have not purchased a new Robertson home:

Marketing Manager, Jenni Tamlin - homes.marketing@robertson.co.uk

If you have reserved your new Robertson home and have not yet moved in:

Sales director North East England, Dee Colonia – homes.salesdirectornortheast@robertson.co.uk

If you have moved into your new Robertson Home and your enquiry is in relation to after care:

If after following the process above, you feel for any reason that your complaint has not been dealt with effectively, you have the right to escalate to one of the following:

Scotland

England

Terms and conditions for managing a complaint

  1. We will acknowledge receipt of your complaint, in writing, by email within 2 working days.
  2. Within 10 calendar days of complaint, we will:
      1. Provide you with a written path to resolution outlining how we propose to investigate the complaint, which may also include our decision not to take any further action.
      2. Advise if the complaint may be subject to a resolution service, provided by the New Homes Warranty Provider, if you are not satisied with the outcome.
      3. Supply an address and telephone number of your relevant contact at this time.
  3. Our endeavour is to close out all enquiries in a timely manner, wherever a resolution has been reached, we will issue a closing out letter/email to confirm what action has been taken.
  4. If further investigation is required, we will issue a complaint assessment and response letter no later than 30 calendar days from the complaint initiation date. The letter will include:
    1. An estimated timeframe for reaching a decision, including a brief explanation as to what further steps are required and why
    2. Where there is more than one complaint, we will identify and report upon each one separately
    3. Where the complaint is not resolved, but any remediation works is accepted, we will provide a detail on what the agreed work will be and a timescale for the works to be completed
    4. In relation to point c above, a further update will be provided within 28 days and will make clear who is managing the complaint
    5. Where a complaint is not upheld, we will provide a clear explanation for the decision
    6. We will provide information relating to applicable resolution services provided by the Warranty Provider, where required
    7. We will provide information on how to refer matters to the New Homes Ombudsman
  5. If for any reason the complaint is not closed out 8 weeks from initiation, the letter sent will provide:
    1. What action has been taken to date
    2. Clear detail of what remains outstanding and the reason for this, as well as the actions to be taken
    3. An indicative timescale to reach resolution
    4. A weekly summary including progression and steps to resolve
  6. For every complaint, we will provide a closure letter/email to include:
    1. A list of any items agreed from the initiation of the complaint, including the complaint assessment and response letters
    2. Confirmation that each item has been resolved
    3. Information about how to refer matters to the New Homes Ombudsman, if you are not satisfied with the outcome
  7. This policy has been adopted to comply with the New Homes Quality Code. Your normal legal rights are not affected by this policy or the procedures contained within it.

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Complaints Procedure

When you’re not happy, we take it personally