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Complaints Procedure

At Lewis Homes Wales, we are committed to providing our customers with high-quality homes and a professional, responsive service throughout the home-buying process and after completion.

We recognise that occasionally things may not go as planned. If you have a concern or complaint, we encourage you to raise it with us as soon as possible so that we can investigate the matter and work with you to reach a fair and appropriate resolution.

This complaints procedure is designed to ensure that complaints are handled fairly, consistently and promptly and in accordance with the requirements of the Consumer Code for Home Builders.

How to Make a Complaint

All formal complaints should be directed to:

Ashley Murphy
Email: Ashley@Lewishomeswales.co.uk

Complaints can relate to any aspect of our service, including matters concerning the purchase of your home, customer service, snagging, defects, faulty or incomplete works, or after-sales service.

To help us investigate your complaint effectively, please provide:

  • Your full name and contact details
  • The address of the property concerned
  • A clear description of the issue or complaint
  • Details of when the issue was first identified or reported
  • Details of any previous correspondence or communication regarding the matter
  • Photographs or other supporting information where appropriate

Our Complaints Process

1. Acknowledgement

We will acknowledge your complaint and confirm that it has been received.

We will aim to acknowledge complaints promptly and will keep you informed of the progress of our investigation.

2. Investigation

Your complaint will be investigated fairly and objectively. Where appropriate, this may include reviewing relevant documentation, speaking with members of our team, contractors or other parties involved, and arranging an inspection of the property.

We will seek to provide a substantive response within 20 working days of receiving your formal complaint.

If we are unable to provide a full response within this period, we will explain the reason for the delay and provide an indication of when you can expect a further response.

3. Resolution

Where we agree that action is required, we will explain what action we intend to take and, where appropriate, agree a reasonable timescale with you for completing any remedial works.

We will keep you informed of progress where a complaint requires further investigation or remedial action.

Our aim is to resolve complaints amicably wherever possible.

If You Remain Dissatisfied

If we are unable to reach an amicable resolution, or you remain dissatisfied with our response, you should contact us to explain why you remain dissatisfied.

Under the Consumer Code for Home Builders, a complaint may become a dispute where:

  • you have not received a response from us within 20 working days of making your complaint;
  • an amicable resolution has not been reached within 56 calendar days of the complaint being made; or
  • defective, faulty or incomplete works have not been resolved within the timescale agreed between you and Lewis Homes Wales.

Where a complaint becomes a dispute, you may be entitled to refer the matter to the appropriate Home Warranty Body and/or the Consumer Code for Home Builders’ Independent Dispute Resolution Scheme (IDRS), as applicable.

The IDRS provides an independent route for resolving eligible disputes where a home buyer believes that a builder has failed to comply with the requirements of the Consumer Code.

A dispute may generally be referred to the IDRS once 56 calendar days have passed since the complaint was first raised with the builder, and no later than 12 months after the builder’s final response to the complaint.

NHBC Warranty

Lewis Homes Wales is registered with NHBC, which provides the applicable home warranty and insurance cover for eligible properties.

Where a matter falls within the scope of the NHBC warranty or NHBC’s dispute resolution arrangements, you may contact NHBC for further assistance.

NHBC Customer Enquiries: 0344 633 1000

Further information about making a claim or obtaining assistance from NHBC is available through the NHBC website.

Independent Dispute Resolution

The Consumer Code for Home Builders provides an Independent Dispute Resolution Scheme (IDRS) for eligible complaints.

Before using the IDRS, you must normally follow Lewis Homes Wales’ complaints procedure. If your complaint remains unresolved, your Home Warranty Body can provide information about the appropriate next step and, where applicable, the process for referring the matter to the IDRS.

Our Commitment

Lewis Homes Wales will:

  • Treat all complaints seriously, fairly and respectfully;
  • Investigate complaints objectively and thoroughly;
  • Respond within the timescales set out in this procedure wherever reasonably possible;
  • Keep customers informed where further investigation or remedial works are required;
  • Work with customers to achieve a fair and reasonable resolution;
  • Co-operate with appropriately qualified professional advisers or agreed representatives appointed by the customer where appropriate; and
  • Use feedback from complaints to help improve our homes, workmanship and customer service.

Following this complaints procedure, or using the Consumer Code’s Independent Dispute Resolution Scheme, does not affect your normal legal rights.

For further information about the Consumer Code for Home Builders, please refer to the Code provided with your purchase documentation or visit the Consumer Code for Home Builders website.