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 formal complaint, we ask that you contact us.

Before making a formal complaint, we would ask you to liaise once again with the person you were originally dealing with, to give them a final opportunity to address your request. If this proves unsuccessful, please follow the steps outlined below.

  1. Provide details of your complaint in writing to us as soon as you can.
  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 taken thus far

 

Where to address your complaint

Email address:

customercomplaints.homes@robertson.co.uk

Postal address

Robertson Homes

Customer Services

Bremner House

Castle Business Park

Stirling

FK9 4TZ

Telephone number:

03330050485

When we receive your complaint the customer service team will liaise with the department or person who has the knowledge and expertise to respond to your complaint as set out in the terms and conditions below.

Escalating a complaint

Where we have provided a response to your complaint and you are not satisfied with the outcome, you may request the complaint be escalated to the Customer Service Manager, who will investigate and respond within the guidelines set out in the terms and conditions. This may result in further escalation to the Managing Director for his review, recommendation and response.

Independent Escalation

Depending on the nature of your complaint, if it remains unresolved to your satisfaction, we will provide the details of the NHBC (should your complaint be in relation to the build process), the New Homes Ombudsman Service, or if you have reserved a new home with Robertson Homes and the reservation date is prior to February 2024 we will provide the Consumer Code for Housebuilders.

From February 2024 we are a Registered Developer with the New Homes Quality Board (www.nhqb.org.co.uk) and comply with the New Homes Quality Code.

Should the complaint relate to data protection, and how we have handled your personal information please refer to the privacy policy which is on the Robertson website. Subject access requests should be sent to the Data Protection Officer by email at DPO@robertson.co.uk

Terms and conditions:

  1. We will acknowledge receipt of your complaint, in writing, by email within 5 calendar days. We will record your complaint and ensure it is handled confidentially.
  2. Within 10 calendar days of receiving your complaint, we will write to you with a path to resolution, outlining how we propose to investigate the complaint. This may also include our decision not to take any further action.
  3. We will provide you with the email address and telephone number of the relevant contact.
  4. You will be advised if the complaint may be subject to a resolution service which is provided by the New Homes Warranty provider, should the outcome not be to your satisfaction.
  5. We will acknowledge receipt of your complaint, in writing, by email within 5 calendar days. We will record your complaint and ensure it is handled confidentially.
  6. We will acknowledge receipt of your complaint, in writing, by email within 5 calendar days. We will record your complaint and ensure it is handled confidentially.
  7. Within 10 calendar days of receiving your complaint, we will write to you with a path to resolution, outlining how we propose to investigate the complaint. This may also include our decision not to take any further action.
  8. We will provide you with the email address and telephone number of the relevant contact.
  9. You will be advised if the complaint may be subject to a resolution service which is provided by the New Homes Warranty provider, should the outcome not be to your satisfaction.
  10. Our endeavour is to close out all enquiries in a timely manner, and wherever a resolution has been offered, we will request confirmation of  acceptance from you and thereafter issue a closing out letter/email to confirm what action has been taken.
  11. 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:
    • An estimated timeframe for reaching a decision, including a brief explanation as to what further steps are required and why.
    • Where there is more than one complaint, we will identify and report upon each one separately.
    • Where the complaint is not resolved, but any remediation work agreed, we will provide details on what the work will be and a timescale for the works to be completed
    • Where a complaint is not upheld, we will provide a clear explanation for the decision
    • Where required we will provide information relating to applicable resolution services provided by the Warranty Provider.
    • We will provide information on how to refer matters to the New Homes Ombudsman or consumer code for housebuilders.
  12. If for any reason the complaint is not closed out 8 weeks from initiation, the letter sent will provide:
    • What action has been taken to date
    • Clear detail of what remains outstanding and the reason for this, as well as the actions to be taken
    • An indicative timescale to reach resolution
    • A weekly summary including progression and steps to resolve the complaint.
  13. For every complaint, we will provide a closure letter/email to include:
    • A list of any items agreed from the initiation of the complaint, including the complaint assessment and response letters
    • Confirmation that each item has been resolved
    • Information about how to refer matters to the New Homes Ombudsman, or the consumer code for housebuilders if you are not satisfied with the outcome
  14. This policy has been adopted to comply with the consumer code and New Homes Quality Code. Your normal legal rights are not affected by this policy or the procedures contained within it.

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