Complaints Procedure

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COMPLAINTS PROCEDURE

Our committed teams have worked hard to make sure that every detail of your chosen Robertson home meets the highest possible standard.

We are confident that the quality of your new home lives up to your every expectation and if you have any questions or concerns in relation to your new home, please don’t hesitate to contact us.

We want your journey with us to be as smooth and enjoyable as possible.

Please follow our complaint process below to help us deal with your concerns efficiently and effectively.

  1. Please provide details about your complaint in writing to us as soon as you can
  2. Include names and addresses of any parties involve
  3. Include dates/times if you’re referring to an incident
  4. Give us details about any steps you’ve already taken to resolve the issue

Depending on the nature of your complaint, please address it to the following department/s

If you have a complaint prior to moving in, please send details of your concerns to sales@robertson.co.uk

If you’re already living in your new home, or if your complaint is around your home’s construction please contact customercare.homes@robertson.co.uk

We will acknowledge receipt of your email within 2 working days and respond with our proposed solution within 10 working days. This may also include our decision not to take any further action. If we can’t give a full response to the issue within this timescale we will confirm:

■ Who is dealing with the complaint
■ The reason for the delay
■ How long it will be before a full reply will be issued

This policy has been adopted to comply with the consumer code. Your normal legal rights are not affected by this policy or the procedures contained within it.

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Complaints Procedure

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