Although no firm likes to receive a complaint, it is inevitable that one will be received at some point and, when
this happens, the complaint needs to be handled reasonably and consistently.
A complaint is considered to be any spoken or written expression of dissatisfaction, whether justified or not,
made by or on behalf of a customer about a service or product we have provided or failed to provide.
Pre-Purchase
If you are in the process of buying a Wiggett home and have a complaint relating to your new home or the service
provided by our sales consultants, please contact Paul Cook, Sales Manager.
Request a call-back
Aftercare
If you are a purchaser and have a complaint relating to your new home, please contact Aftercare, who deal specifically with any issues arising within the warranty period.
Request a call-back
Other
For any other type of complaint, please write to Aftercare, who will ensure that your complaint reaches the appropriate person.
I’ve made a complaint. What happens next?
Written acknowledgement: we will send you written acknowledgement no later than five days from the first business day after receiving your complaint (the complaint start date).
Path to resolution letter: we will send you a written ‘path to resolution’ which outlines how we will investigate
your complaint no later than 10 days from the complaint start date.
Complaint assessment and response letter: we will send you a complaint assessment and response letter no
later than 30 days from the complaint start date. This will include the following information:
Details of, and a separate report on each complaint.
If a complaint has been settled, what action has been taken to do this.
If a complaint has not been settled, and we need more time to investigate the matter, an estimate of how long we will need to reach a decision and a brief explanation as to what further steps are needed and why.
If further investigation or correction work is needed, we will advise when we will give you a further update
(within 28-days).
If we do not accept a complaint, a clear explanation of the reasons for the decision.
Information about any dispute resolution service, offered by the warranty provider, that you can refer the complaint to.
Eight-week (56-day) letter: if your complaint is not closed, we will send you an eight-week letter, no later than
56 calendar days from the complaint start date. This will include the following information:
A clear summary of what action has been taken to date.
Clear details of what is still outstanding, a reason why and the actions to be taken.
An idea of when the complaint will be settled.
How often we will update you (at least every 28-days).
Closure letter: we will send you a closure letter. This will include the following information:
A list of items agreed in the complaint assessment and response letter and confirmation that each item has been resolved.