Complaints Policy

At Oakwood Homes we pride ourselves on providing homes and service to the highest standard. However, we understand
that sometimes things can go wrong and our service may fall short of what you should expect from us. We are a
Registered Developer with the New Homes Quality Board (www.nhqb.org.uk) and comply with the New Homes Quality
Code.
Our customers are at the heart of our business. Therefore, if you have a grievance we encourage you to let us know so
that we are given the opportunity to resolve your issue.
We promise to investigate all complaints in a prompt, fair and transparent manner, taking into consideration all relevant
factors to ensure a satisfactory outcome. If you feel the need to raise a formal complaint, please follow the steps below.
COMPLAINTS PROCEDURE
Please put your complaint in writing, attaching supporting evidence, by email to
customercare@oakwood-group.com or by letter addressed to Customer Care Complaints Team, Oakwood Group, Unit
B3, Switch House, Northern Perimeter Road, Liverpool. L30 7PT. Any
complaint must be received by Oakwood Group within 6 months of the issue.
1. Your complaint will be acknowledged by the Customer Care Complaints team within five
working days of the day following its receipt.
2. We will gather any information regarding your Complaint and respond to you within 10 working days outlining our
proposals to gain a resolution, including timescales.
3. If your Complaint has not been resolved within 30 calendar days, we will write to you again confirming the reason for
the delay, including anticipated date for resolution.
4. In the very unlikely event of your Complaint not having been resolved to your satisfaction within 56 calendar days, we
will write to you again confirming the reasons for the delay. We will inform of timescales for resolution and outline the
next steps.
5. Following this last letter, we will update you every 28 days until the matter is resolved.
6. Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.
7. We hope we can resolve most matters without the need for further escalation. However, if your complaint is not
resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer
your complaint to any dispute resolution service offered by your warranty provider or the New Homes Ombudsman
Service. It is within the NHQB’s discretion to decide when, or if, to accept a complaint, in accordance with the scheme
rules.

The New Homes Ombudsman Service can be contacted on 0330 808 4286 or you can write to them at West Wing, First Floor, Maylands Building, 200 Maylands Avenue, Hemel Hempstead, HP2 7TG.

Email – customer.services@nhos.org.uk