complaints process

At Centaur Homes, we are committed to delivering a high standard of customer service in all areas.

We hope that you will be happy with the service we provide but understand that problems may arise, and you may wish to make a complaint.

We have put the following process in place so if you do need to make a complaint, we can try and resolve it for you in a fair and transparent way:

Stage 1

All complaints must be put in writing to our customer care department. These should be emailed to customercare@centaurhomes.co.uk.

We will provide written acknowledgement of your complaint within 5 working days of receiving it.

Stage 2

We will then investigate your complaint and obtain any further information we may need to deal with and respond to the issue effectively.

You will receive a more detailed response from us within 20 working days of the complaint being made.

This may include one or more of the following:

• An acceptance of your complaint and what action we will take to resolve the issue.
• An estimated timescale for the work required to resolve the issue. The time may vary depending on the nature of the issue raised, investigation work needed, the lead time for sourcing materials and the preparation work needed.
• A rejection of the complaint and details of the reasons why it has been rejected.
• Details of any further investigation work necessary to determine the outcome of the complaint.
• Confirmation that a final written response will be provided as soon as possible after any further investigation has taken place. This response will outline whether the complaint has been accepted or not.

Further Support

If you are still dissatisfied, you may wish to raise your complaint with your warranty provider.

If appropriate, they may refer you to the Consumer Code for Home Builders who offer in Independent Dispute Resolution Scheme (IDRS).

Disputes can be raised with either your warranty provider or the IDRS in the following circumstances:

• You do not receive a response from Centaur Homes within 20 working days of your complaint.
• If we cannot reach an amicable resolution to the complaint within 56 calendar days of your complaint.
• If the issues arising from the complaint are not resolved within the agreed timescales.

You may pass your complaint to the Independent Dispute Resolution Service after 56 calendar days have passed since the complaint was raised but no later than 12 months after the final response from Centaur Homes.

Using the Centaur Homes Complaints process or the Independent Dispute Resolution Service does not affect your normal legal rights.

customercare@centaurhomes.co.uk.