Complaints & Disputes

OFFICIAL COMPLAINTS PROCESS

Once you’ve reserved one of our homes, you’ll be taken care of. If you feel we’ve not handled something properly, we have an official process for you to follow.

SB Homes has a system and procedures for receiving, handling and resolving buyer’s complaints and disputes, if you are not happy with the way that your snagging issues have been handled.

Please follow the following process:

• If you have a complaint, please lodge it to the following email address: snagging@sbhomes.co.uk with the subject line “Official complaint”, giving your name and address in the subject line. We will provide a written acknowledgement of the complaint within five working days of it being made.
• The buyer can expect a more detailed response from SB Homes within 20 working days of a complaint being made. Where applicable, the response will include one or more of the following:

• • An acceptance of the complaint and what action we are going to take to resolve the issue(s) raised.

• • An estimated timescale for the work required to resolve the issue(s) raised.

• • The time may vary depending on, for example, the nature of the issues raised, investigation work needed, the lead time for sourcing materials, and the preparation work needed.

• • A rejection of the complaint and details of the reason(s) why the complaint is rejected.

• • Details of any further investigation work necessary to determine the outcome of our decision to either accept or reject the complaint, including timescales.

• • A final response will be provided as soon as possible after any further investigation has been carried out, setting out what part(s) of the complaint we agree with as well as (where appropriate), what part(s) we disagree with and why.

• • If the complaint becomes a dispute, you/we may refer it direct to the Independent Dispute Resolution Scheme or the Home Warranty Body (or both) as appropriate:

• • • if the Buyer does not receive any response from SB Homes within 20 working days of a complaint being made

• • • if the buyer cannot reach an amicable resolution to the complaint with the builder within 56 calendar days of the complaint being made

• • • if the Defective, Faulty or Incomplete Works or issues arising are not resolved within timescales agreed between the buyer and SB Homes.

Using the Complaints Procedure or the Independent Dispute Resolution Scheme does not affect the Buyer’s normal legal rights. If the issue is not covered by the New Home Warranty, the Home Warranty Body may give the Buyer details about the Code’s Independent Dispute Resolution Scheme.

A dispute may be brought to the Independent Dispute Resolution Scheme after 56 calendar days have passed since the Buyer first raised the complaint with SB Homes and no later than 12 months after our final response to the complaint.

Please contact snagging@sbhomes.co.uk with the above details.