Complaints policy

Introduction

Our aim is to provide excellent services and deliver those services right first time for our customers. Where we do not meet the required standard, we anticipate our staff will take ownership and work with customers to resolve any issues. There may be times, however, when customers feel we have let them down and wish to raise their concerns formally. 

Ogilvie homes recognise the value of customer feedback and welcomes this as an important form of continual improvement of our services. We will learn from and use the information from complaints to drive forward improvements and respond positively to our customers’ needs and expectations.

We put a strong emphasis on making personal contact with complainants and finding out from them what we need to do to put things right. We want to resolve all complaints quickly and effectively, resolving them straight away where possible.

We accept complaints in all formats, and they can be made via the following:

• Emailing us– customer.resolutions@ogilvie.co.uk
•  Writing to us – Ogilvie Homes Ltd, Ogilvie House, Pirnhall Business Park, 200 Glasgow Road, Stirling, FK7 8ES

Our aims

We believe that all our customers have the right to:
• Have their views heard
• Receive a good quality service
• Expect prompt action when our performance is below standard, balanced by the resources we have available. 

Our procedure will:
• Advise clients of the standard of service they should expect a time limit for replying to their complaint and their right to appeal decisions via the New Home Warranty provider for their property (where applicable and covered by the New Home Warranty Policy).
• Provide a code of practice for handling complaints
• Ensure we monitor complaints
• Ensure we meet our standards 

How we handle a formal complaint

Ogilvie Homes Ltd will appoint a manager to investigate a complaint. That manager will have experience and seniority to deal with the issues raised by the complainant. This manager will oversee the following process:

1. We will acknowledge your complaint in writing within 5 (five) business days of receipt of your complaint
2. Thereafter we will investigate the matter internally and issue a path to resolution within 10 days of receipt of the complaint. Should you not be satisfied with the resolution outlined, you may refer this to the dispute resolution serviced offered by the third party warranty provider.
3. We will issue a complaint assessment & response letter within 30 days of reciept of your complaint.
4. If your complaint has not been closed out within 56 days, we will issue an 8 week letter outlining outstanding works and steps being taken to close-out any outstanding works.
5. Once all matters agreed and resolution has been reached you will be issued a closure letter detailing all information of your complaint.

Should you not be satisfied with the outcome the New Homes Ombudsman Service is available to escalate the matter at any point from Reservation to within 2 years of Settlement  (however it is advised that it should be referred to the Ombudsman as soon as possible but after the 56 day period has lapsed).

Who can make a complaint?

We accept complaints from clients, neighbours, and visitors to our site. We also accept complaints from people acting on behalf of someone else such as councillors, members of parliament (MPs) and representatives.  

Is there a time limit for making a complaint?

We will not normally consider a complaint that is made regarding an item that that was covered by the New Home Warranty after the applicable cover has expired. 

Are there any exclusions to the complaints process?

There are certain types of complaints that will not be dealt with under this policy

• Complaints where legal correspondence has been received
•  Complaints that are submitted anonymously (although we may still investigate)
• Complaints relating to Property completion timescales (this will be explained at sales office level)
• Complaints relating to the actions or omissions of others
• Complaints resulting from our adherence to Local Authority or Local Government guidance or legislation.

We will not undertake further investigation with regards to the following.

A component or appliance where the homeowner has not complied with the manufacturer’s written instructions or guarantee requirements and for wear and tear, neglect and failure to do the appropriate maintenance.

Complaints resulting from storms and severe weather conditions including flooding.

Damp, condensation and shrinkage not resulting from a failure to comply with the warranty providers Standards.

Neighbour disputes. 

Further Information

NHBC, 0344 633 100, www.nhbc.co.uk

Premier Guarantee, 0844 251 7802, www.premierguarantee.co.uk
Checkmate, 020 7933 2626, claimsadmin@checkmate.uk.com