How to make a complaint or give us feedback
Centaurea Homes wants to make your experience of buying a home with us as close to perfect as it can be. We always want to hear your views on our services, both positive and negative.
When you tell us what you aren’t happy with, then we can use this feedback to put things right and make sure the same mistakes don’t happen again.
We handle all complaints in a fair, transparent and timely manner. Our complaints procedure is in line with the Consumer Code that protects your rights as a new home buyer.
If you have a problem with your property that needs resolving, in the first instance, please contact our Customer Care Team on 0333 101 4065 or firstname.lastname@example.org. Our customer care team will try to deal with your complaint or feedback there and then or as soon as possible.
Many problems can be resolved immediately. If not, we have a three step complaints process. If your enquiry has not been dealt with to your satisfaction, please contact email@example.com
We will acknowledge receipt of your complaint and provide you with a unique reference number, by email or telephone within 5 working days.
We will try to resolve your complaint within 10 working days and respond to you via telephone or email. If it is not possible to resolve your complaint within 10 working days, we will send you a holding letter to explain our reasons. We may arrange an inspection if appropriate.
If you are not satisfied with our response at step 2, you can ask for your complaint to be investigated under step 3 of our complaints procedure. You must do this within 28 days by emailing firstname.lastname@example.org. You must provide a clear reason to go to step 3. For example: not all issues have been addressed or there is outstanding work to be completed. Where appropriate our Company Secretary will investigate your complaint.
We will acknowledge all step 3 complaints within 5 working days and reply to your complaint within 15 working days. Again, if this is not possible we will send a holding letter explaining why.
If you are remain dissatisfied with either our final response, or with any delay in providing our final response you can ask LABC for an independent review or apply to the Consumer Code’s Independent Dispute Resolution Scheme.