Customer Complaints Procedure
At Eccleston Homes, we are committed to providing our customers with the highest standards of service throughout their homebuying journey and beyond.
We take pride in the homes we build and the care we provide. However, we understand that sometimes things don’t always go as expected. When this happens, we want to put matters right as quickly, fairly and efficiently as possible.
We take all complaints seriously and have a structured complaints handling procedure to ensure your concerns are properly investigated and that you are kept informed throughout the process.
Reporting an Issue
If you have a concern about your new home or the service you have received, please let us know as soon as possible so that we have the opportunity to investigate and resolve the matter.
This may include situations where you feel that we have:
- Failed to do something we should have done.
- Carried out work or provided a service below the expected standard.
- Treated you unfairly or discourteously.
Where possible, we aim to resolve concerns informally through our Sales or Customer Care teams.
If you are dissatisfied with the outcome, or your concern cannot be resolved informally, you can raise a formal complaint using the procedure below.
How to Submit a Formal Complaint
If you would like to raise a formal complaint, please contact Eccleston Homes using any of the following methods:
By Email
enquiries@ecclestonhomes.co.uk
By Telephone
01925 939030
Monday to Friday, 8:30am – 5:00pm
By Post
Eccleston Homes Ltd
101 Dalton Avenue
Birchwood Park
Warrington
WA3 6YF
When submitting your complaint, please provide your full name, development name, plot number or property address, together with a description of your concerns and any relevant supporting information.
Once received, your complaint will be logged and managed in accordance with our formal complaints procedure.
Our Formal Complaints Procedure
We follow a structured complaints process with clear response milestones to ensure all formal complaints are handled consistently, fairly and within defined timescales.
Stage 1 – Complaint Acknowledgement (Within 5 Days)
We will acknowledge your formal complaint in writing within five days of the Complaint Initiation Date (CID).
Our acknowledgement will confirm that we have received your complaint and provide details of the person responsible for managing your concerns, including their contact information.
We will then begin investigating the matters you have raised.
Stage 2 – Pathway to Resolution (Within 10 Days)
Within 10 days of the Complaint Initiation Date, we will investigate your concerns and provide a written response outlining our proposed pathway to resolution.
This will explain:
- The actions we intend to take to resolve your complaint.
- Any further investigations required.
- Whether third parties, contractors or additional information are needed.
- The anticipated timescales for resolving the matter.
If we are unable to agree with any aspect of your complaint, we will explain our reasons clearly.
Stage 3 – Complaint Assessment and Response (Within 30 Days)
Within 30 days of the Complaint Initiation Date, we will provide a full written assessment of your complaint.
If your complaint has been resolved, we will confirm the actions taken and the outcome.
If the matter remains outstanding, our response will explain:
- The progress made in investigating or resolving your complaint.
- The reasons why the matter remains unresolved.
- Any further actions or remedial works required.
- The anticipated date for resolution.
We will continue to keep you informed of progress and provide further updates where necessary.
Stage 4 – Final Response or Eight-Week Update (Within 56 Days)
Once your complaint has been resolved, we will issue a written closure response confirming the actions taken and the outcome of your complaint.
If your complaint remains unresolved 56 days after the Complaint Initiation Date, we will provide a further written response explaining:
- The reasons why the complaint remains outstanding.
- The actions being taken to resolve the matter.
- Any outstanding investigations or remedial works.
- The anticipated date for resolution.
We will continue to provide written progress updates at least every 28 days until the matter has been resolved.
Complaint Initiation Date
The Complaint Initiation Date (CID) is the first working day after we receive your formal complaint.
For example:
- If your complaint is received on a Monday, the CID will be Tuesday.
- If your complaint is received on a Saturday, the CID will be the following Monday, excluding public holidays.
All complaint response milestones are calculated from this date.
Independent Dispute Resolution
We aim to resolve all complaints directly and to your satisfaction. However, if you remain dissatisfied with the outcome of your complaint, you may be entitled to refer the matter to an independent dispute resolution service.
Eccleston Homes operates under the Consumer Code for Home Builders, which provides protection to eligible purchasers of new-build homes.
The Consumer Code provides access to an Independent Dispute Resolution Scheme for qualifying disputes.
A dispute may be referred to the scheme once 56 calendar days have passed since the complaint was first raised, subject to the applicable scheme rules. Referrals must also be made within the relevant eligibility and submission deadlines.
Depending on the nature of your complaint, you may also be able to seek assistance through your new home warranty provider, NHBC.
Further information about the Consumer Code for Home Builders and its Independent Dispute Resolution Scheme can be found at:
The use of our complaints procedure or an independent dispute resolution scheme does not affect your statutory or legal rights.
Our Commitment to You
We understand how important your new home is, and we want you to feel confident that any concerns will be taken seriously.
We are committed to:
- Treating all complaints fairly, respectfully and professionally.
- Acknowledging and investigating complaints promptly.
- Communicating clearly and keeping you informed throughout the process.
- Providing realistic timescales and regular progress updates.
- Working towards a fair and satisfactory resolution wherever possible.
Your feedback is important to us and helps us continually improve the quality of our homes and the service we provide.