Complaints Policy

At Richmond Homes we are committed to delivering the highest levels of customer service. We take complaints very seriously and will work with you to resolve any issues as quickly as possible.

If the issue can be resolved informally with our team and you are happy with the outcome, the formal complaints procedure may not be required. If, however, you are not satisfied that your problem has been resolved to your satisfaction, you may wish to make a formal complaint.

Formal Complaints Procedure

We are eager to address your complaint quickly and efficiently, so depending on where you are in your buying journey, your complaint will be dealt with by the relevant department.

You can contact us through any of the following channels:

Phone – 020 4613 3450
Email – info@richmond-homes.co.uk
Post – Richmond Homes, 1 The Square, Birchwood Boulevard, Warrington, WA3 7QY

We will acknowledge your complaint within 5 working days of receipt. We will gather any additional information required. Upon review of your complaint, you will receive a written response within 20 working days. This will explain how we plan to resolve the issue, along with any anticipated timescales.

If it has not been possible to reach a satisfactory resolution, you may wish to seek independent advice. This could be through your home warranty provider, the Consumer Code for Home Builders or through your own professional adviser. You may also refer your complaint to the Independent Dispute Resolution Scheme or the Home Warranty (or both) if:

  • You do not receive a response from Richmond Homes within 20 working days after receipt of your complaint.

  • We cannot reach an amicable resolution to the complaint within 56 calendar days of the complaint being made.

A dispute may be raised to the Independent Dispute Resolution Scheme after 56 calendar days have passed since the complaint was first raised with Richmond Homes, and no later than 12 months after Richmond Homes’ final response to the complaint. The Independent Resolution Scheme can only deal with matters within the scope of the Consumer Code. For further details please refer to www.consumercode.co.uk.