Complaints – Darcliffe Homes


Complaints Handling Procedures

We put the same high standards of care into looking after our customers as we do into building our homes.  However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously. We are a Registered Developer with the New Homes Quality Board ( and comply with the New Homes Quality Code.

If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.

Reporting an issue:
Although we hope you will not have any problems after you move into your new home, our commitment continues after your sale has been completed.

If you have a complaint that we have:

Then please do contact us and allow us the opportunity to put it right.

Informal complaints:
If you are able to resolve any issue informally with our office and are happy with the outcome, then you need not use our formal complaints procedures.  If, however, you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint.  You can do this by using our formal complaints procedure set out below.

Formal complaints process:
We have a robust process to ensure that your complaint is properly investigated and followed up:

It is within the New Homes Ombudsman Service’ discretion to decide when or if to accept a complaint, in accordance with the scheme rules. The New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider if relevant.

*The complaints initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).

Updated February 2022