Complaints Procedure

When you buy one of our new build homes across the North West of England and North Wales, we do everything we can to make the process as simple and straightforward as possible by implementing the highest standards of customer service. In the unlikely event that you need to raise a complaint, you can email it to customercare@macbryde-homes.co.uk or call 0345 901 0125 to begin the complaints procedure.

If the problem cannot be resolved in the first instance, it will be escalated to the relevant Departmental Manager then the Commercial Director for consideration. If the issue is still not resolved to your satisfaction, the Managing Director will step in and make the final decision.

Any complaint received will go through our defined complaints procedure, as follows:

  1. A member of our Customer Care team will respond to your complaint as soon as possible to acknowledge receipt and gather any further information needed to resolve the issue
  2. If the complaint is not resolved by the first recipient, it will be passed to the Construction Manager for further investigation
  3. In the unlikely event that a satisfactory solution is not reached, the complaint will be escalated to the Commercial Director and ultimately the Managing Director
  4. If it has not been possible to reach a satisfactory conclusion through these channels, you will be advised to seek legal advice from an external party