Complaints Procedure

Let Us Put Things Right

Duchy Homes is committed to providing homes and customer service to the highest standard. However, we recognise that from time to time things may not go as planned. When this happens, we aim to respond promptly, listen carefully, and take appropriate action to put matters right.

Our priority is to minimise any inconvenience caused and to resolve concerns as quickly and efficiently as possible. We value feedback from our customers, as it helps us to continually improve our processes, products, and overall customer experience.

We are dedicated to handling all queries and complaints in a fair, transparent, and professional manner, keeping customers informed throughout the process and working towards a satisfactory resolution at the earliest opportunity.

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Step 1

Customer Care department

Our local teams are empowered to resolve most of your enquiries and so your first point of contact should be with the Customer Service department.

Email: customerservice@duchyhomes.co.uk
Phone: 0113 539 7966

Step 2

Head of Customer Care

If you are still not satisfied then you should ask for your complaint to be referred to the Head of Customer Care.

Step 3

Director

We hope that your query has been resolved at this stage, but if not, we will will escalate this further to the relevant Director relating to your complaint.

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