Complaints procedure

We pride ourselves on the homes we build and the service we provide our customers. We also understand that sometimes things can go wrong, and you may wish to raise a complaint with us. Giving your feedback allows us an opportunity to investigate and look towards continual improvement for our customers, who are the heart of everything we do.

If you haven’t previously raised a complaint with our Customer Service Team, that is the place to start by emailing them at customerservice@peverilhomes.co.uk

Once you have given the Customer Service Team the opportunity to deal with your complaint, and meet with you face to face, if necessary, should you remain dissatisfied with the outcome, you may wish to make a formal complaint. You can do this by following the complaints process set out below.

If you don’t wish to lodge a formal complaint and you simply want to report an issue, please contact the Sales Executive at your development.

Stage 1

In the first instance, please address your complaint in writing to Customer Services, who will acknowledge your complaint within 5 working days of receipt and respond formally within 20 working days.

Stage 2

We anticipate that all formal complaints can be addressed by Customer Services. However, if you feel they have not dealt with your complaint to a satisfactory standard, you can refer your complaint in writing to: Peveril Homes, Beech Lawn, Green Lane, Belper, Derbyshire DE56 1BY, marked for the attention of our Technical & Construction Director. Your complaint will be acknowledged within 5 working days of receipt and will be investigated and responded to formally within 20 working days.

Stage 3

If you disagree with the outcome to this point, you may wish to escalate your complaint further to our Managing Director. You can refer your complaint in writing to: Peveril Homes, Beech Lawn, Green Lane, Belper, Derbyshire DE56 1BY. Providing that all steps in the process have been followed, your case will be reviewed by the Managing Director. Your complaint will be acknowledged within5 working days of receipt and will be investigated and responded to formally within 20 working days.

Warranty Providers

Whilst we hope that this will not be necessary, should we not have met a suitable resolution, you may wish to refer to your home warranty providers dispute and resolution service, or the Consumer Code for further guidance.

• LABC
• Global

Please note, that all formal complaints MUST have been through Stage 1 and 2 of our process before being further escalated. Failure to do so, will result in your complaint being re-directed to Stage 1

We regularly review all formal complaints so we may amend our procedures where necessary and continue to improve the service we deliver to all our customers.