Complaints Procedure

Concerns, Complaints and Feedback

Customer satisfaction is a key measure of our performance, and we take a proactive approach to learning from customer feedback, which we use to shape our staff training programmes, policies and procedures to improve standards and provide you with an excellent customer experience.

If you need to get in touch with us because you have an issue, query or are concerned something is not working as expected or you’d just like to provide feedback please use our customer care page.

If you have just moved into your new home, it is widely acknowledged that there can often be some finishing or other issues which require to be rectified and these are commonly known as ‘snags’ or ‘snagging issues’. Most snags are minor whilst some snags, due to their nature, may take a little longer to rectify and we ask that you allow us up to thirty days, unless of course it’s an emergency.

At Dandara, we always aim to provide the highest standard of build quality and service to all our customers. However, we understand that sometimes things can go wrong and if you are dissatisfied with any element of our service at any stage or any aspects of the build quality and would like to make a formal complaint then we would like to set out below what that process is to ensure that we handle these in an efficient manner.

If the matter relates to a snag, and 30 days have elapsed since completion, and the snag has not been resolved or if you feel that we have:

• Failed to do something we should have done.
• Treated you unfairly or discourteously.

Then please do contact us and allow us the opportunity to put it right.

Making a Complaint

If you feel it is necessary to raise a formal complaint then you have arrived at the right page once you complete the details here we can get working on it right away.

If you’d prefer to complain by phone or by letter then we kindly ask that you write or contact your local Dandara team and include your name, address and a clear description of your complaint within your communication.

If your complaint is in relation to a property not yet moved into and therefore deemed pre-completion, please address your complaint to the Sales Consultant located at the development on which you are purchasing. Please note our show homes are usually closed Tuesdays and Wednesdays.

If your complaint is in relation to a property you have moved into and is post-completion, please contact your local Customer Care team. Contact details of your local team will be provided within your welcome pack from legal completion or can be found on our Customer Care webpage here.

How Your Complaint Will Be Handled

If we can resolve your complaint quickly and simply within 5 working days we will do, particularly where it can be sorted by a few telephone calls.  We’ll still ask you though whether you want us to formally acknowledge, investigate and respond in writing.  

If we are unable to resolve the matter quickly, or you ask us to do so, then within 5 calendar days of your complaint being received, you will receive written acknowledgement that your complaint has been received and logged on our internal database.

Within 10 calendar days of your complaint start date, you will receive a response outlining our proposed path to resolving your complaint. This may include details about parties we need to contact or access we may require to the property.  If we are able to resolve your complaint sooner, we may include findings and proposal within the same response.

If your complaint remains unresolved, within 30 calendar days of your complaint start date, you will receive a full complaint assessment response detailing the results of our investigation, whether the complaint is upheld and if so, the actions we will take to resolve the matter together with the anticipated timescales to conclude the matter. If there are extenuating circumstances that means the investigation is not complete at this stage, we will still write to you to let you know the reason and when you can expect our resolution response and continue to do so at least every 28 days in the event the response is still outstanding.

In the very unlikely event that your complaint remains unresolved after 56 calendar days from your complaint start date, we will send a further response to provide information on what has caused the delay, what are the next steps and the anticipated date for resolution.  We will also keep you updated no less than every 28 calendar days until the complaint is resolved.  You will also have the option to refer your complaint for independent review at this stage.

If we have agreed actions with you, we will write again once those actions have been resolved, with our closure response letter.

Your complaint will be investigated thoroughly by an employee who is not conflicted and has appropriate authority to deal with the complaint and who will respond on behalf of Dandara after all internal and external parties have been consulted.

Please note, your complaint start date is the first working day after the complaint is received.  

A working day is Monday to Friday excluding local bank holidays and the dates of the 27th December to the 31st December in any given year when our offices are closed.

Independent Review

We hope we can resolve most matters without the need for an independent review, however, if your complaint is unresolved in accordance with our complaint procedure, or you remain dissatisfied with the outcome, then you may choose to refer your complaint to the warranty provider.  The provider may deal with the complaint directly under the terms of the warranty or if the matter relates to a potential breach of the applicable Consumer Code they may refer you to the Code’s dispute resolution service.  You may also choose to refer to the Code’s dispute resolution service directly, although you are under no obligation to do so.

If your warranty provider is NHBC, details about how to contact them can be found in your policy document or here Homeowners | NHBC 

If your warranty provider is Premier Guarantee, details about how to contact them can be found in your policy document or here Structural Warranties For Homeowners | Premier Guarantee

The applicable consumer code is the Consumer Code for Home Builders (www.consumercode.co.uk). If you reserved your home before 5th March 2024.

If you reserved your home on or after 5th March 2024, your applicable consumer code will be the New Homes Ombudsman Service (www.nhos.org.uk). Note: The New Homes Ombudsman Service (NHOS) applies only to homes covered by the New Homes Quality Code in Great Britain and does not apply in the Isle of Man. For Isle of Man purchases, please see the section below.

Isle of Man

For homes purchased in the Isle of Man, the applicable redress route is generally the Consumer Code for Home Builders (CCHB) associated with your warranty provider (for example, NHBC or Premier Guarantee). 

After following our complaints procedure, if your complaint remains unresolved within the relevant timeframe or you’re dissatisfied with our final response, you may use the independent adjudication provided under the CCHB. This adjudication is delivered by CEDR (the Centre for Effective Dispute Resolution).
(NHOS does not operate in the Isle of Man.)

Quay West (ICW Consumer Code)

If you are buying a home at Quay West (Isle of Man), your property is covered by an ICW structural warranty. For service/snagging complaints, please follow our complaints procedure first. If we have not resolved your complaint within 56 calendar days of your complaint start date, or if you remain dissatisfied with our final response — and your complaint was made in writing within two years of Legal Completion — you may request independent adjudication under the ICW Consumer Code for New Homes, operated by CEDR.