Complaints

Complaints & Resolution Policy (NHBC + Consumer Code)

Purpose

Cruden Homes is committed to delivering high-quality new homes and excellent customer service. This policy explains how complaints are handled fairly, transparently, and in accordance with UK housing standards and consumer protection requirements.

This policy supports our obligations under:

• The Consumer Code for Home Builders
• NHBC Buildmark (or equivalent warranty provider)

Definition of a Complaint

A complaint is an expression of dissatisfaction relating to:

• Workmanship, materials, or finish
• Snagging or defects
• Sales, reservation, or legal processes
• Customer service or communication
• Conduct of employees, agents, or contractors

How to Raise a Complaint

Complaints may be made:

East of Scotland Region: Email customercareeast@crudenhomes.co.uk or call 0131 285 6600 and ask for the Customer Service Department

West of Scotland Region: Email customercarewest@crudenhomes.co.uk or call 0141 646 5400 and ask for the Customer Service Department

Customers should provide the following to help us resolve your complaint as effectively and quickly as we can:

• Name and contact details.
• Property address and plot number.
• Description of the issue.
• Supporting photos or documents where available.

Complaints Procedure / what happens next?

To ensure your concerns are considered appropriately, you will need to raise them in line with the organisation’s complaints procedure. We aim to resolve complaints at the earliest possible stage. Where this is not possible, complaints may be escalated through the stages outlined below.

Stage 1: Customer Service Coordinator

• The complaint will be recorded and acknowledged
• Straightforward issues will be reviewed and resolved where possible
• If the matter cannot be resolved, it will be escalated to the Customer Service Manager

Stage 2: Customer Service Manager

• Reviews the complaint and any actions taken to date
• Contact the complainant to clarify concerns
• Provides a written response outlining the findings and outcome
• If the complainant remains dissatisfied, the complaint may be escalated

Stage 3: Head of Customer Service

• Conducts a comprehensive review of the complaint
• May carry out further investigation where required
• Issues a formal written response
• If the matter remains unresolved, it may be escalated to the next stage

Stage 4: Director of the Department

• Ensures the complaint has been handled fairly and in accordance with organisational standards
• Provides a departmental response
• If dissatisfaction remains, the complaint may be escalated to the CEO

Stage 5: Chief Executive Officer (CEO)

• Reviews the complaint as the final stage of the internal complaints process
• Considers the overall handling and outcome of the complaint
• Issues a final decision on behalf of the organisation

We aim to respond to complaints within agreed timeframes. Where delays occur, the complainant will be informed and provided with an updated timescale.

Centre of Effective Dispute Resolution (CEDR)

We aim to resolve all matters promptly and without escalation. If your complaint is not resolved in accordance with this procedure, or if you remain dissatisfied with the outcome, you may be entitled to refer your complaint to the Centre for Effective Dispute Resolution (CEDR) for all non-technical matters. CEDR provides an independent and free dispute resolution.

Warranty Provider

Certain issues may be covered by the NHBC Buildmark warranty or an alternative warranty provider. In such cases, Cruden Homes will support customers in navigating the appropriate process in respect of technical matters only.

Fairness & Accessibility

• Complaints handled confidentially in line with UK GDPR.
• No disadvantage for raising a complaint.
• Reasonable adjustments available for vulnerable customers.

NHBC-Specific Complaints

• Our complaints process works alongside the NHBC Buildmark warranty. Any technical issues or defects should be referred directly to NHBC.
• Years 0–2: Cruden Homes responsible for resolving defects.
• Years 3–10: NHBC may handle certain structural issues.
• If unresolved, customers may contact NHBC Resolution Service.

We will fully cooperate with NHBC inspections and determinations.