The New Homes Broker are committed to providing a professional service to all our clients and customers. If things go wrong, we need you to tell us about them.

This will help us to resolve issues as soon as possible and improve our service going forward.

If you have a complaint, please put this in writing (letter or email) to us. We will acknowledge receipt and respond in line with the timescales

and stages set out below. The process should take no longer than 8 weeks.

We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged

because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances,

bereavement or do not speak English as a first language.

Stage 1 - Your Complaint: Remember to include details for complaints from a 3rd party or contractor if they differ from your usual complaints procedure.

Stage 2 - Our Acknowledgement: Within 3 working days of receiving your complaint.

Stage 3 - Our Investigation: Within 15 working days of receiving your complaint.

Stage 4 - Our Final Investigation: Within 15 working days of receiving your subsequent complaint.

Stage 5 - The Property Ombudsman: You have up to 12 months from the date of this email/letter to refer your complaint to the Ombudsman in writing,

although it is preferable that you do so as soon as possible if you wish to pursue this matter further. I have enclosed The Property Ombudsman’s Consumer Guide leaflet for your information.

After you have received the company’s final viewpoint, as outlined above, and are still not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS).

Details of how to do this are contained within the final view point letter alongside a link to the TPOS consumer guide at www.tpos.co.uk. If you wish to contact TPOS, it must be done within 12 months of the date of the final viewpoint letter. It is also important to note that TPOS will not consider a complaint until our internal complaints procedure has been exhausted.