CUSTOMER CARE

We understand that buying a new home can be stressful, which is why we try and make the experience as smooth as possible.

Our Customer Care Team is on hand to assist in the process, making sure everything is ready for you to move straight in. We provide a full homeowner pack, along with an in-depth handover of the property – all you need for a stress-free move.

We also provide an aftercare service and are on hand to answer any questions or queries you might have about your new home while you are settling in.

Customer Complaints Procedure

At Legacy Homes & Properties we understand that buying a new home is one of the most important decisions you will ever make, and we pride ourselves on our customer service. However, if during the customer journey you feel dissatisfied then please follow our formal procedure as set out below.

Step 1: Initial Complaint

If you have a complaint, then in the first instance you should contact our Customer Service team via customercare@legacyproperties.co.uk who will do their best to assist you with any issues you are experiencing. If you are a customer who is yet to complete on the purchase of your new home, any queries should be directed to your on-site Sales Executive. All complaints will be acknowledged within 3 working days. Within 10 working days of receipt, our team will either reply fully or if more time is needed to complete further investigation, advise a date by which they will be able to respond in full.

We aim to resolve all complaints at step 1. However, we acknowledge that this may not always be possible.

Step 2: Escalate your Complaint

If you are not satisfied, then you should ask for your complaint to be referred to the Head of Customer Care/Sales, depending on whether the complaint relates to a matter pre-occupation or post-occupation, respectively. They will acknowledge all complaints within 3 working days of escalation. Within 10 working days of escalation, they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.

Step 3: Escalate to the Managing Director

If the head of the department is unable to resolve matters to your satisfaction, then you should escalate this further to the Managing Director in writing to Legacy Properties Head Office at Unit 2b, Quintdown Business Park, Quintrell Downs, Newquay, TR8 4DS. They will review your complaint and determine the best course of action, acknowledging the complaint escalation within 3 working days and responding in full within 10 working days of escalation.

Step 4 -Independent Resolution

We will always strive to resolve all your issues in a timely manner, but if after going through the 3 steps above we are still unable to resolve issues to your satisfaction, you can refer your complaint to your Home Warranty provider (NHBC) under the terms of their claims and dispute resolution service who will deal with it under the terms of the warranty policy (if you would like further details of the NHBC resolution services please visit: www.nhbc.co.uk/homeowners or call 0844 633 1000).

Alternatively, there is the procedure available to you under the Consumer Code for Housebuilders (note: the use of the Consumer Code independent resolution does not affect your normal legal rights. A copy of the Consumer Code and further information is available at www.consumercodeforhousebuilders.com).

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