Complaints procedure

At Qualis Homes, we’re committed to providing our customers with a quality, personal service, together with homes to be proud of.

In case we’ve missed the mark and haven’t met your expectations, know that we have a thorough and transparent complaints policy in place ready to assist you in finding a fair and amicable solution.

Our complaints and escalation policy breaks down into three stages:

• Stage 1  – Sharing your concerns
• Stage 2 – Taking it further
• Stage 3 – Seeking independent resolution

If you would prefer to appoint a suitable representative to manage this process for you, it is important you let us know this in writing, in advance.

Sharing your concerns

Our dedicated team is here to address any concerns you might have. If you feel it’s necessary to make a complaint please make sure you provide us with:

• Your name
• Your address
• Your preferred contact information
• A clear description of your complaint, along with any previous contact regarding this issue
• Any relevant supporting materials, like photographs

You can raise your concerns via email, phone, or written communication.

Within 5 CALENDAR DAYS*

We’ll send you written confirmation acknowledging your complaint.

Within 10 CALENDAR DAYS*

We’ll write to you outlining our plan to investigate your concern and find a solution, along with anticipated timescales.

Within 30 CALENDAR DAYS*

If the complaint is not accepted by us, then we’ll provide a clear explanation as to why we’ve reached that decision. We’ll also include information about how to escalate the matter, should you feel it necessary, and the option to refer it to an independent resolution service.

If the resolution extends beyond the agreed-upon time frame, we’ll send a follow-up letter explaining the additional steps and time needed to bring the matter to a conclusion.

Once your complaint has been resolved, you’ll receive a Closure Letter detailing all the steps taken. In the very unlikely event that we have not closed the complaint within 56 calendar days* we will send you an eight-week letter. This will include a clear summary of actions taken to date, what is still outstanding and the reasons why. Additionally, we’ll outline the actions required for resolution, with the associated timescales.

We’ll ensure you are kept updated and are provided with written updates within 28 calendar days of your last correspondence.

We’re committed to working with you until a satisfactory solution is achieved.

*From the first business day it was received

Taking it further

If you’re not satisfied with how your complaint is being handled, you have the option to take it a step further by using our internal dispute resolution service.

Should you feel you require this service, please contact the aftersales team, providing details as to why you’re escalating the issue.

We call escalated complaints ‘disputes’. Once we receive your dispute, our aftersales team will inform the relevant Department Head who will oversee the resolution process. Within 5 calendar days*, you’ll receive an acknowledgement of your dispute, along with an estimate of how long it will take to investigate the concerns raised. Our goal is to resolve all disputes within 28 calendar days* from acknowledgement.

In the event that the resolution offered by the Department Head is not to your satisfaction, you may ask for it to be further escalated to the Managing Director, who will review the complaint in accordance with the above timescales.

Seeking independent resolution

If your concern isn’t addressed to your satisfaction, may be able to approach Build-Zone, your warranty provider or, depending on the the development you are buying on, the Consumer Code for New Homes.

For information about escalating your complaint to Build-Zone, please refer to their Homebuyer’s Guide or visit their website: https://www.build-zone.com. Build-Zone can mediate discussions between us or use their own Alternative Dispute Resolution Service (ADRS) if necessary.

Further details about the Consumer Code for New Homes complaint process can be found in their Code document or by visiting their website https://www.consumercodefornewhomes.com. The Consumer Code for New Homes will assess the nature of the complaint, and if appropriate provide details of the Independent Dispute Resolution Service (IDRS).

Please ensure you read all the documentation before making any decision to file a complaint. The options provided do not affect your normal legal rights.