Wain Homes is committed to providing a 5 star service to ensure you enjoy living in your new home. Customer satisfaction is our top priority. Unfortunately, we know from time to time things can go wrong.
If you are dissatisfied with our service, either we have failed to do a repair, executed it badly or you feel you have been treated unfairly or discourteously, please follow the complaints process set out below.
To ensure you receive the quickest possible response, we advise customers to contact the Customer Care Team via the contact details provided and not through our social media channels.
Customer satisfaction is our top priority however, our Customer Care policy does not afford greater priority to issues raised on social media. We therefore reserve the right to delete abusive comments or block the accounts of followers who persistently post Customer Care issues on our channels.
How to make a formal complaint
All complaints must be received in writing by letter or email to your Regional Office Address or by email to your Regional Customer Care Team.
All complaints must contain the following information:
Legal completion date
Your full name, address, telephone number and email
Date of complaint
Location of the complaint
Nature of complaint and department it involves
All evidence (e.g. photographs)
Please follow our formal 3 step process to get in touch with the right people at the right time, so they can fully investigate and respond to your complaint.
In order for a complaint to progress, you must follow this process.
Contact our dedicated Customer Care Team who will acknowledge your complaint within 5 calendar days. A response will be provided within 10 calendar days.
If you are not satisfied that your complaint has been fully resolved by our dedicated Customer Care Team, you can escalate to our Customer Care Manager in writing by email or letter. This should be headed 'Stage Two Complaint'.
Our Customer Care team will acknowledge and escalate your complaint within 5 calendar days to the Customer Care Manager. Our Customer Care Manager will endeavour to respond to your complaint within 10 calendar days.
We hope that all formal complaints can be addressed by our Customer Care Manager. However, if you're not happy with the outcome, you can escalate your complaint to our Construction Director in writing by email or letter. This should be headed 'Stage Three Complaint'.
All complaints must go through steps 1 and 2 of the process before being escalated to the Construction Director.
Our Customer Care Team will acknowledge and escalate your complaint to our Construction Director within 5 calendar days. Our Construction Director will endeavour to respond within 10 calendar days. This will be the final response and outcome.
We want to resolve your complaint as quickly as possible. But please note, you must follow this step by step process in order to progress your complaint.
What happens if you’re still not satisfied?
We will always do our best to deal with our customers fairly and responsibly. If however, after going through the steps outlined above, you are still unhappy with our response, you may wish to refer to the NHBC, your new home warranty provider, under their Dispute Resolution Service, which provides support to homeowners during your first two years in your new home.
If you are yet to complete on the purchase of your new Wain home, any complaints should be directed to the Sales Team on your development.
Our sales centres and show homes are open on an appointment only basis to ensure you have exclusive access and our full attention.
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