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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 very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date, we will send a further response to provide information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will also keep you updated no less than every 28 days until the matter is resolved.

    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.

    The Ombudsman will decide whether they accept a complaint, in accordance with their scheme rules. The Ombudsman can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider, if relevant.