At Hembury Homes, your satisfaction is our priority, both before and after you move into your new home. While we strive for perfection, we understand that things can occasionally go wrong. That’s why we take complaints seriously and have a clear process to ensure your concerns are thoroughly investigated.

Our Formal 2-Step Complaints Process

1. Step One: Initial Contact
   Email our Operations Director at office@hemburyhomes.co.uk with a clear explanation of the issue, including your contact number. We will acknowledge receipt of your complaint within five working days and provide a detailed response within 20 working days, in line with Consumer Code guidelines.

2. Step Two: Managing Director Review
   Should you remain unsatisfied after step two, your complaint will be escalated to our Managing Director for further review.

If you still feel your complaint has not been adequately resolved, you may refer the matter to your warranty provider in accordance with the Consumer Code.

We are committed to addressing your concerns promptly and professionally, ensuring your confidence in our service every step of the way.