Customer Complaints Policy

The majority of complaints can be dealt with by contacting our Customer Care Team or escalation to our Head of Customer Care.

Please provide as much information as possible to aid a quick and fair response.

If you wish to make a formal complaint, you can do so by the following:

• Complaint form
• Letter
• Email
• Telephone

To our Main Office below.

Mulgrave Properties
Unit D
Chessingham Park
Common Road
Dunnington
YO19 5SE

Telephone: 01904 500630

customercare@mulgraveproperties.co.uk

Next steps:-

1. We will acknowledge receipt of your complaint within 5 calendar days, starting from the first business day we receive it.
2. No later than 10 days from the date we receive your complaint, we will send you a letter or email outlining how we plan to investigate and resolve your issue.
3. We will send a full complaint assessment response by no later than 30 calendar days. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution.
4. Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.
5. In the unlikely event your complaint has not been resolved by then, we will send you a letter or email, no later than 56 calendar days from the complaint start date, confirming Mulgrave’s final position.

If you are still dissatisfied after 56 days from raising your complaint, you are free to contact the New Homes Quality Board to seek independent adjudication. Mulgrave are committed to ensuring a fair resolution, and the new homes ombudsman is here to provide our customers with impartial and independent support.