1. Customer Support

Complaints

Wain Homes is committed to providing a 5 star service to ensure you enjoy living in your new home

Wain Homes are committed to providing a 5 star service to ensure you enjoy living in your new home. Customer satisfaction is our top priority. Unfortunately, we know from time to time things can go wrong.  

If you are dissatisfied with our service, either we have failed to do a repair, executed it badly or you feel you have been treated unfairly or discourteously, please follow the complaints process set out below.

To ensure you receive the quickest possible response, we advise customers to contact the Customer Care Team via the contact details provided and not through our social media channels. 

Customer satisfaction is our top priority however, our Customer Care policy does not afford greater priority to issues raised on social media. We therefore reserve the right to delete abusive comments or block the accounts of followers who persistently post Customer Care issues on our channels.

HOW TO MAKE A FORMAL COMPLAINT

All complaints must be received in writing by letter or email to your Regional Office Address or by email to your Regional Customer Care Team.

All complaints must contain the following information:

  • Legal completion date
  • Your full name, address, telephone number and email
  • Date of complaint
  • Location of the complaint
  • Nature of complaint and department it involves
  • All evidence (e.g. photographs)

Please follow our formal 3 step process to get in touch with the right people at the right time, so they can fully investigate and respond to your complaint.

In order for a complaint to progress, you must follow this process.

Step 1

Contact our Customer Care Team in writing, either by email or letter, with the heading ‘Stage One Complaint’. Our Customer Care Team will acknowledge your complaint within 5 calendar days and provide a response within 10 calendar days.

step 2

If you are not satisfied that your complaint has been fully resolved by our dedicated Customer Care Team, you can escalate to a Senior Manager in writing by email or letter to one of the addresses below. This should be headed 'Stage Two Complaint'.

Our Customer Care team will acknowledge and escalate your complaint within 5 calendar days to the Customer Care Manager. Our Customer Care Manager will respond to your complaint within 10 calendar days.

step 3

We hope that all formal complaints can be addressed by our Customer Care Manager. However, if you're not satisfied with the outcome, you can escalate your complaint to a Wain Homes Director in writing by email or letter. This should be headed 'Stage Three Complaint'.

All complaints must go through steps 1 and 2 of the process before being escalated to the Wain Homes Director. 

Our Customer Care Team will acknowledge and escalate your complaint to a Wain Homes Director within 5 calendar days. The Director will aim to respond within 10 calendar days*. This will be the final response and outcome.

 

CONTACT US

 

North West     

Wain Homes (North West), Kelburn Court, Daten Park, Birchwood, Warrington, WA3 6UT
Email: CustomerCarenw@wainhomes.co.uk

Severn Valley  

Wain Homes (Severn Valley), 1st Floor, Building 2, Great Park Court, Almondsbury Business Park, Bristol BS32 4PY
Email: CustomerCaresv@wainhomes.co.uk         

South West       

Wain Homes (South West), Unit 2, Exeter International Office Park, Clyst Honiton, Exeter, Devon EX5 2HL
Email: CustomerCaresw@wainhomes.co.uk

WHAT HAPPENS IF YOU'RE STILL NOT SATISIFIED?

We do everything we can to deal with our customers in a fair and responsible way. But if you’ve followed the 3 step process and are still unhappy with our response, you may wish to refer to the NHBC, your new home warranty provider, under their Claims and Dispute Resolution Service.

Find more details about the NHBC resolution services at www.nhbc.co.uk/homeowners  or call 0800 035 6422

For more details about The New Homes Ombudsman and the service they provide, visit: customer.services@nhos.org.uk or call 0330 808 4286.

 

 

*Our three-stage complaint process is designed to be completed within 45 days. However, in exceptional circumstances, please note that this timeline may be subject to extensions, which could result in the three-stage process taking up to 56 days.