Tirion Homes New Home Sales Complaints Policy

In accordance with the ICW Consumer Code for New Homes (2023, Version 3)

1. Purpose and Scope

This policy sets out how Tirion Homes will handle complaints from home buyers, in line with the ICW Consumer Code for New Homes. It applies to all new homes sold by Tirion and ensures that customers receive a high standard of service and that their concerns are addressed promptly, fairly, and transparently.

2. Our Commitment

We are committed to:

  • Providing clear and accessible information about our complaints process.
  • Responding to complaints professionally and courteously.
  • Resolving complaints in a timely and fair manner.
  • Learning from complaints to improve our service.

3. What Is a Complaint?

A complaint is defined as:

An expression of dissatisfaction with the service provided by Tirion Homes, including dissatisfaction about the sales process, the information provided, or the condition of the home at the point of handover.

This policy does not cover:

  • Snagging issues or defects reported after legal completion (these are handled under our Aftercare Service).
  • Disputes that fall under legal or insurance processes.

 

4. Making a Complaint

Complaints can be made by:

All complaints will be acknowledged in writing within 5 working days of receipt.

5. Our Complaints Process

 

Stage Action Timeline
1. Acknowledgement    We confirm receipt of your complaint and provide a reference number. Within 2 working days
2. Investigation We investigate your concerns, which may include discussions with staff, contractors, and a review of records. Completed within 20 working days of acknowledgement
3. Response A written response setting out our findings and decision. If we need longer, we will explain why and when to expect a full response. Within 20 working days of acknowledgment or up to 40 days in complex cases
4. Resolution If the complaint is upheld, we will explain what remedial actions or compensation will be offered. Implemented as soon as practicable

 

6. If You Are Not Satisfied

If you remain dissatisfied after receiving our final response or if we fail to respond within the required timeframe:

  • You may refer your complaint to:

ICW’s Independent Dispute Resolution Scheme (IDRS).

 

  • This must be done within 12 months of the initial complaint.

Full details on how to do this are available at:
🔗 https://i-c-w.co.uk/consumer-code

7. Record Keeping and Monitoring

We keep a full record of all complaints for a minimum of 6 years, including correspondence, decisions, and any remedies offered. We review complaint trends regularly to improve our services.

8. Confidentiality

All complaints will be treated in confidence and in line with our data protection obligations.

9. Accessibility

This policy is available on our website and in printed format on request. We can provide alternative formats (e.g., large print, Welsh language) upon request.