We are committed to providing our customers with high quality homes, however, we recognise that sometimes things can go wrong. If this happens, we need you to let us know so we can put things right for you.

We are always ready to receive feedback on our homes and our service, whether good or bad. If you have a concern that you have not yet made us aware of, please speak to your Asprey Sales Executive in the first instance.  If however, you feel that any response is not satisfactory and wish to raise a formal complaint, our procedure is outlined below.

Your normal legal rights are not affected by this procedure.

Our formal complaints policy

It is important that you go through the appropriate stages step by step.

How do I raise a formal complaint?

If you wish to raise a formal complaint, please let us know straight away so we can deal with your concerns effectively and efficiently. Please provide all details in writing to [email protected]. Your complaint initiation date is the first working day after a complaint is received.

To help us resolve your complaint as effectively and quickly as we can, please provide as much information as possible, including:

• Names and addresses of any parties involved
• Dates/times of any particular incidents
• Details of any steps already taken to resolve the issue
• Any supporting evidence you’d like to include

We will confirm receipt of the complaint initiation within 5 working days. We will tell you who is handling your complaint and how to contact them.

Within 20 working days of the complaint initiation, we will email you our proposed resolution. This may include :-

• An acceptance of the complaint and what action we will take to resolve the issue with an estimated timescale for the work required.
• A rejection of the complaint and details of the reason(s) why.
• Details of any further investigation work necessary to determine the outcome of our decision to either accept or reject the complaint and that a final response will be provided as soon as possible after these investigation works have been carried out.

In the event that you believe that any of the following apply to your complaint:-

• If you have not received a response from us within 20 working days of a complaint being made.
• If we cannot reach an amicable solution to the complaint within 56 calendar days of the complaint initiation.
• If the works arising are not completed within timescales agreed between Asprey and yourselves

You may wish to elevate this as a dispute. You may refer it directly to your New Home Warrant Provider (details of which will have been given at the point of reservation) through their own resolution scheme, to investigate and deal with your complaint.

If the issue is not covered by the New Home Warranty terms of policy, the New Home Warranty Body may give you details about the Consumer Code For Homebuilders Independent Dispute Resolution Scheme. This is entirely independent and will consider the evidence provided by the customer and the house builder to reach a decision. A dispute may be bought before them after 56 calendar days have passed since you first made the complaint but must be no later than 12 months after receiving our final response.

For full details of the code visit: www.consumercode.co.uk

Your normal legal rights are not affected by this process.