Process and responsibilities

This Policy details the processes that should be followed by clients when raising a complaint with Westpoint Homes, as well as the Company’s responsibilities around ensuring that a considered and informed response is made within the relevant timeframes.

To allow clear access to the complaints procedures, this Policy will be advised to clients at reservation stage, provided at any other time upon request, and made available on the Company’s website.

Whilst Westpoint Homes is committed to the response timelines referred to in this Policy, it should be noted that extensions may be required around holiday periods and where advice is required from external parties, in order to enable an informed response.

In regard to the processes, where a concern or issue has not reached a resolution through informal channels via the assigned Company contact or department, a formal complaint can be raised with Westpoint Homes.

Any such complaints should be made in writing to [email protected], utilising the Plot number and development name in the subject heading, and should be accompanied by as much background information and photographic evidence as possible.

Complaints can also be made in writing to:  The Working Groups, Westpoint Homes Ltd, 3 Arthur Street, Clarkston, Glasgow, G76 8BQ, noting that response timelines will be adjusted to speak to the date of receipt, rather than the date of the complaint being made to the Company.

The Working Group for the relevant development will respond to the client within 5 working days to acknowledge safe receipt of the complaint, and to confirm that a more detailed response will be provided within 20 days of the complaint being made, to include:

• An acceptance of the complaint and what action Westpoint Homes will take, along with an estimated timescale to resolve, outlining any investigatory or inspection work, the involvement and scheduling of any external contractors, the lead-in time for sourcing materials, and any preparatory remedials
• An acceptance of some part(s) or part of the complaint (and information on how and when this/these will be concluded), and information on why other elements have been rejected by the Company
• A rejection of the complaint and detail(s) of why this decision has been made by the Company
• Details of further investigations or inspections which need to be undertaken to ascertain whether or not the complaint will be accepted or rejected by the Company, including the revised timescale for response, which might have been impeded by the schedules of involved external contractors

In the event that a complaint becomes a dispute, clients will have the right to refer to the Home Warranty Body (whose information will be provided at the time of reservation and any other time upon request), or to the Independent Dispute Resolution Scheme – https://consumercode.co.uk/home-builders/how-are-complaints-dealt-with/how-does-the-independent-dispute-resolution-scheme-work/ – within 12 months of the final response from Westpoint Homes, as appropriate to the following:

• if the client does not receive any response from Westpoint Homes within 20 working days of the complaint being made
• if the client cannot reach an amicable resolution to the complaint with Westpoint Homes within 56 calendar days of the complaint being made
• if any associated works agreed to by Westpoint Homes in acceptance of the complaint are not carried out within the agreed timescales

We confirm that using this complaints procedure, or referring matters to the Code’s dispute scheme, does not affect our clients’ statutory rights and is separate from any claim under the home warranty or building contract.