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Complaints Procedure

 

Our commitment

We put the same high standards of care and attention into looking after our customers, business partners, suppliers and the communities where we build, as we do into building our homes. 

We do appreciate that very occasionally things can go wrong and want to assure you that we take complaints very seriously. 

If you do have a complaint, we ask that you to let us know so that we can understand the issue, have the chance to resolve the issue and to learn from it.

Reporting an issue  

We consider ourselves to be a good company to work with and so we hope that you will never have cause to make a formal complaint. If you do, we will investigate the complaint and communicate our plan for resolution to you, with a balance of speed and rigor.

Informal complaints

Whenever possible we will seek to resolve any issue informally by telephone/email.  If that isn’t possible, we will follow our formal complaints procedures. 

You can do this by using our formal complaints procedure set out below.

Formal complaints process

We have robust processes to ensure that your complaint is investigated by somebody who is best placed to deal with any issues relating to your issues.

Our business is small but growing and everyone who works for us cares about delivering high-quality experiences whether they be to customers, business partners, suppliers or the wider communities where we develop.

Customer Care

Please address your complaint, in writing, to Customer Care, This Land, Compass House, Vision Park, Histon, Cambridge CB24 9AD.

The team will acknowledge all formal complaints within 5 working days of receipt and aim to respond fully at the earliest opportunity.  The time taken will depend upon the complexity and nature of the complaint.  The response will be made in writing to you based upon the issue raised.

We hope that all formal complaints can be addressed by our Customer Care team.  However, if you feel your concerns have not been resolved to your satisfaction, you can refer your complaint in writing to the Managing Director, This Land, Compass House, Vision Park, Histon, Cambridge CB24 9AD.

This response will explain the Company’s final position in relation to the matters raised. 

 

Please note

If a new formal complaint is received, it will always be referred to the Customer Care team, so that it may be dealt with in accordance with this Complaints Procedure.

Our Management Team regularly reviews all formal complaints so we can identify potential issues and take reasonable steps to rectify the issue, with the aim of improving the service we deliver to al everyone with whom we do business.