Customer Complaints Policy

Purpose

This policy outlines the process for customers to submit complaints regarding our services and ensures that all complaints are handled promptly and fairly.

Scope

This policy applies to all customers of Gaiger Homes Ltd and covers all aspects of our home building services.

Policy Statement

At Gaiger Homes Ltd, we are committed to providing high-quality services and maintaining customer satisfaction. We value feedback and take all complaints seriously. Our aim is to resolve issues in a timely and effective manner.

Complaints Process

1. Submission of Complaints

  • How to Complain: Customers can submit complaints via:
  • Information Required: Please provide the following details:
    • Your name and contact information
    • Description of the complaint
    • Date of the issue
    • Any relevant documentation or photographs

2. Acknowledgment of Complaints

Complaints will be acknowledged within 2 working days of receipt, confirming that the complaint is being reviewed and will liaise with you to a point where we can respond.

3. Investigation

  • Our team will investigate the complaint thoroughly in order to fully understand the reason behind your complaint. This may involve:
    • Reviewing project documentation
    • Conducting site visits
    • Interviewing relevant staff or subcontractors

4. Resolution

  • We aim to resolve complaints within 10 working days. The resolution may include:
    • An explanation of the findings
    • Proposed corrective actions
    • Compensation if applicable

5. Communication

Customers will be kept informed throughout the process, including updates on the investigation and resolution.

6. Appeal Process

  • If the customer is not satisfied with the resolution, they may request a review by a Director. This request must be made within 5 working days of the initial resolution.
  • In the unlikely event that your matter remain unresolved, you may choose to refer the matter to your warranty provider or, if appropriate you may refer it to the Consumer Code Independent Resolution Scheme. This does not affect your legal rights.

Confidentiality

All complaints will be handled confidentially, and personal information will not be disclosed without consent, except as required by law.

Continuous Improvement

It is with regret that complaints will happen, and we take them very seriously. We will engage with all customers to ensure the best customer experience and work with you to enable you to enjoy your Gaiger Home.

Contact Information

For any questions regarding this policy, please contact: