Customer complaints

Customer complaints procedure

As a registered developer under the Consumer Code for Home Builders, Gade Homes is committed to delivering quality homes and excellent customer service. We work hard to resolve any issues, and in the unlikely event that you have a concern or are dissatisfied in any way, we aim to resolve any complaints in a fair, clear, and timely manner.

We apply the same high standards of care and attention to our customer service as we do to building our homes. While we strive to get everything right, we understand that occasionally things may not go as planned. When that happens, we take your concerns seriously. If you have a complaint, we encourage you to let us know so we can put things right and continue to improve our service.

How to make a complaint

Please not that all complaints need to be made in writing to our customer care team: customercare@gadegroup.co.uk

Please include the following details: Your name and contact information, plot or property address, nature of the complaint and any relevant documents or photographs.

We will acknowledge your complaint within 5 working days of receipt, and a named contact will be assigned to manage your complaint.

If your issue can be resolved informally through our office and you’re satisfied with the outcome, there’s no need to follow our formal complaints procedure. However, if you remain unhappy with the resolution, you may choose to submit a formal complaint by following the steps outlined below.

Stage 1

Investigation & response

  • We will investigate your complaint and issue a full written response within 20 working days of the complaint being received.
  • If the complaint has been resolved, this will confirm the steps taken to resolution. If any works are still ongoing, the response will detail what has caused the delay and new estimated dates for completion.
  • If we are unable to respond within 20 working days, we will inform you of the delay and provide a new timeline.

Stage 2

Escalation

If you are not satisfied with our response, you may request escalation. Your complaint will be reviewed by a Director of the company not previously involved and we will provide a final response within 10 working days of escalation.

Stage 3

Independent dispute resolution

We sincerely hope your complaint can be resolved by the end of Stage 2. However, if you’re still dissatisfied with the service you’ve received and no amicable resolution has been reached within 56 calendar days of us receiving your complaint, it will be treated as a dispute.

If your dispute relates to a breach of the Consumer Code for Home Builders, you may be able refer your complaint to any dispute resolution service offered by our warranty provider, or the Independent Dispute Resolution Scheme (IDRS).

•  Complaints must be referred within 12 months of our final response.
•  Full information is available on the Consumer Code website.

Record keeping & improvement

All complaints are recorded and carefully monitored as part of our commitment to continuous improvement. Feedback is regularly reviewed by our management team to help enhance the quality of our service.