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Customer Care

In the unlikely event that you need help with or have a question about your new home please contact our dedicated customer support help desk at customersupport@ashford-homes.co.uk

Informal Complaints Procedure

To resolve any issue informally, please contact us by telephone on 01225 791155 or email customersupport@ashford-homes.co.uk . If you feel that the issue has not been resolved or managed to your satisfaction, you might wish to consider making a formal complaint.

Formal Complaints Procedure

If you feel the issue has not been dealt with to your satisfaction, please address your complaint in writing, with the subject ‘Formal Complaint’, to customersupport@ashford-homes.co.uk or via recorded delivery to Customer Care Department, Ashford Homes (South Western) Limited, Doric House, Middleton Drive, Bradford on Avon, Wiltshire, BA15 1GB.

We will acknowledge all formal complaints within five working days, with an aim to resolve the issue or provide a formal response in a further fifteen working days.

If you feel the issue is still not settled to your satisfaction, your warranty provider offers a Dispute Resolution Scheme through which the matter will be investigated in order to try to resolve the dispute.  If you feel this is necessary, please contact the warranty provider for further details. You may also refer the matter to the Consumer Code for Home Builders Independent Dispute Resolution Service.  Disputes may be brought to the Independent Dispute Resolution Scheme after fifty-six calendar days have passed since the complaint was first raised and no later than twelve months after our final response.

Using the Complaints Procedure or the Independent Dispute Resolution Service does not affect your normal legal rights.

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