Complaints Procedure

Chevin Homes pride ourselves in our attention to detail and building high specification homes as
standard.

We understand that things may go wrong from time to time and we will always do our best to
assist, help and advise.

We have created our Complaints Policy to ensure that all our customers are treated fairly and
that we handle complaints responsively, efficiently, accurately and fair.

Should you wish to raise a complaint, then we ask that you follow these steps:

STEP 1 DISCUSS YOUR INITIAL ISSUES WITH YOUR CHEVIN HOMES
REPRESENATIVE

If you have reserved your new Chevin home but are yet to move in, please raise your concerns
with your Sales Manager lisa@chevinhomes.com

If you have already moved into your new home, then please contact our Aftercare Team
Martha@chevinhomes.com who you will have been introduced to on your welcome email/letter.

STEP 2 – IF OUR AFTER CARE TEAM ARE NOT ABLE TO ASSIST YOU

If you have spoken with our Aftercare team and your query or concern remains unresolved then
please escalate your complaint to our Project Manager Sam@chevinhomes.com
Our Project Manager has responsibility for ensuring our customers receive the highest levels of
care. Your complaint will be acknowledged and responded to within 7 days.

STEP 3 – IF YOU ARE STILL NOT HAPPY WITH THE RESPONSE YOU HAVE BEEN
GIVEN

If you are still not happy with the response you have been given then you may be able to ask the
Consumer Code or Premier Guarantee your home warranty provider for an independent review.