>
Post Purchase Care & Complaints Procedure.
Our commitment and scope
We want every customer to receive clear information, good service and a fair response when something goes wrong. This procedure covers complaints about Pentland Homes from marketing and reservation through to completion, after-sales care and the applicable two-year builder warranty period.
A complaint is an expression of dissatisfaction about our service, actions, decisions, information, workmanship or failure to act where a response or resolution is expected. Routine service requests and initial defect reports will usually be handled by Customer Care; if you are dissatisfied with the response or progress, we will treat the matter as a formal complaint.
How to make a complaint
Please email the Customer Care or complaints address shown on our website, write to the address below, or ask a member of our team to help you record the complaint. Please include, where available:
- your name, contact details, development, plot number and property address
- what happened, when it happened and the outcome you would like us to consider
- relevant correspondence, photographs or other supporting information.
A lack of supporting documents will not prevent us from registering your complaint. We will provide reasonable adjustments or other appropriate support where needed.
| Method | Details |
| Use the Customer Care or complaints email address published on pentlandhomes.co.uk | |
| Post | Pentland Homes Ltd, The Estate Office, Canterbury Road, Etchinghill, Folkestone, Kent CT18 8FA |
How we will respond
The complaint start date is the first working day after we receive the complaint. This original date controls the timescales below and is not restarted by an internal escalation or further related information.
| By | What you can expect |
| 5 working days | Written acknowledgement confirming who is handling your complaint. |
| 10 working days | Where possible, our decision or a written path to resolution explaining the investigation, proposed actions and expected timescale. |
| 20 working days | A detailed written response. If the investigation is not complete, we will explain what remains outstanding and when we expect to issue our final response. |
| 30 calendar days | If the complaint remains open, an item-by-item progress update. |
| 56 calendar days | If the complaint remains unresolved, a further update and details of the applicable independent resolution route. Further updates will be provided at intervals of no more than 28 calendar days. |
Step 1 Formal investigation
The Head of Customer Care, or another suitably senior manager, will investigate the complaint. Our written response will identify the issues considered, say what we accept and the action and timescale proposed, and explain clearly any matter we do not accept. We will confirm agreed actions and write again when the complaint is closed.
Step 2 Senior review
If you remain dissatisfied after the Step 1 response, you may request a review by the Commercial Director or another appropriate director. Please identify the Step 1 finding or decision you disagree with, why you disagree and the outcome you would like us to consider. We will acknowledge the request within five working days and aim to provide the review outcome within 15 working days.
Step 2 is a review of the Step 1 handling and outcome; it is not a repeat investigation or a route for unrelated new issues. We will help you clarify an unclear request. Step 2 is optional and does not restart or extend any external referral deadline.
Independent resolution and warranty providers
You may be able to refer an eligible unresolved dispute to the applicable Independent Dispute Resolution Scheme or Home Warranty Body if we have not provided a detailed response within 20 working days, the complaint has not been resolved within 56 calendar days, or an agreed action has not been completed within the agreed timescale.
- Consumer Code for Home Builders: an eligible referral may be made after 56 calendar days and no later than 12 months after our final response. See consumercode.co.uk.
- NHBC Buildmark: for an NHBC-covered home, if you are dissatisfied with our final response or have not received one within 30 calendar days, you may ask NHBC about its Resolution Service. See nhbc.co.uk/homeowners/buildmark-cover/first-two-years.
- Premier Guarantee: during the applicable defects period, its Dispute Resolution Service may assist where the developer has not met its obligations, subject to the warranty terms. See premierguarantee.com/en/homeowners/make-a-claim.html or call 0800 107 8446.
The provider, cover, eligibility and exclusions applicable to your home are shown in your reservation and warranty documents. Using this procedure or an independent scheme does not affect your normal legal rights.
Legal enquiries and urgent matters
Pentland Homes cannot provide legal advice. If an enquiry concerns the interpretation of a contract, transfer, lease, title document or legal rights, we may recommend that you contact the solicitor or conveyancer who acted for you, or another independent legal adviser. Any complaint about Pentland Homes’ service or actions will still be considered under this procedure.
An emergency or immediate risk to health, safety, security or habitability should be reported through the emergency contact arrangements supplied at completion. This does not prevent you from making a formal complaint about the underlying issue or how it was handled.