Our complaints handling procedure
Our commitment to you
At Cameron Homes, we believe in your satisfaction and are committed to promptly and fairly addressing any concerns you may have about your home throughout the 2-year Cameron Homes builder warranty period.
Raising a service request
We understand that experiencing issues with your new home can be stressful. If you need to raise a service request with our sales or customer experience team, we are dedicated to investigating your concerns and providing a timely response. Upon receipt of your service request, we will personally acknowledge it within 2 working days and provide an onward plan within a further 5 working days.
For sales matters, you can email the sales team at [email protected] or call 01543 648 319. For all other matters, please contact the customer care team at [email protected] or call 01543 687 326. Alternatively, you can use our online form to book in one of our trades or send us a letter to this address:
Customer Experience Team
St. Theresa's House
High Street
Chasetown
Staffordshire
WS7 3XQ
If, after addressing your concerns, you remain dissatisfied with the outcome, you can raise your initial complaint with our Customer Experience team. They will continue to collaborate with you to address your concerns in accordance with NHBC Standards.
How do I make a complaint?
Not satisfied with the outcome? Let us try again.
If you raised your initial complaint with a member of the team and you are unhappy with the outcome, the next step is to begin a formal complaint with the Cameron Homes team.
Step 1 – Initiate your complaint
Complete our online form or send an email to [email protected] with the subject header Escalating your complaint. This will be escalated to either the Sales or Customer Experience Manager who are best placed to deal with any issues relating to your home, development or service provided.
Step 2 – Our investigation and response
We aim to acknowledge any formal complaint within 5 calendar days from the first business day after receiving it. Subsequently, we will investigate the issue and send you a detailed letter within 10 calendar days outlining our proposed resolution plan. If resolution within this timeframe is not feasible, we will promptly notify you and keep you informed of our investigation's progress.
Additionally, we will send a 30-day assessment letter to update you on the status of our investigation. Once the works are completed, we will issue a closure letter to confirm the resolution.
While our goal is to resolve your complaint within 8 weeks, if we are unable to do so, we will provide you with a written explanation of the delay and specify when you can expect our response. Additionally, we will inform you about your option to refer your complaint to the NHBC Resolution Scheme or New Homes Ombudsman Service if you remain dissatisfied with the delay.
Step 3 – Our solution doesn’t meet your expectations
We hope that all formal complaints can be addressed by our experienced managers. However, if you feel we have not been able to resolve the situation to your satisfaction, you can refer your complaint in writing to our Operations Director and explaining the situation and what your preferred outcome would be. All complaints will be acknowledged within 5 calendar days, and we aim to provide a detailed response within a further 10 calendar days. This response will explain the Company’s final position in relation to the matters raised.
Seeking independent Advice
We will do everything we can to resolve your problem, but if we have been unable to reach a resolution after completing the above steps, you may wish to refer to your NHBC Resolution Scheme or the Consumer Code for Home Builders for further guidance. If you reserved your new home on or after 5th March 2024, you are covered by the New Homes Quality Code and can ask the New Homes Ombudsman Service (NHOS) to investigate your complaint.
Referrals to NHOS can only be made after 56 calendar days have passed since first raising it with us and no later than 12 months after our final response. Where you direct your referral depends on when you reserved your home. Please note that using our complaints process, NHBC Resolution Scheme, or New Homes Ombudsman Service does not affect your normal legal rights.
At Cameron Homes, we continuously review and improve our processes to ensure we deliver the highest level of service to all our customers. Your feedback is invaluable to us, and we are committed to addressing your concerns promptly and fairly. Throughout this process, we kindly ask you to remain courteous when dealing with our staff.
