At Mandale Homes we endeavour to provide all our customers with a high standard of service and a quality new home.

Many complaints and comments can be dealt with quickly by talking to a relevant staff member who is able to take action directly to address the problem.

Where this action fails to resolve the problem then you have the right to instigate the formal complaints process.


Our Service Standards

• All complaints will be taken seriously and handled quickly, fairly and helpfully.
• We will regularly monitor complaints to make sure we are providing the kind of service you expect.
• We will advise you of the other steps you can consider if you are unhappy with our response.


A quick guide to the formal complaints process

• All complaints are to be made in writing.
• Your complaint will be acknowledged within five working days of receipt.
• The appropriate service manager will then either reply fully within 10 working days of receipt or;
• Reply within 10 working days to advise you of the steps we are taking and to give you a date by which we will be able to reply fully.


Your complaint is to be forwarded to the following address:

Administration Manager
Mandale Homes
PO Box 29
Stockton-on-Tees
TS18 2XW

or via email to:
complaints@mandale.com

We aim to resolve all complaints at this stage. However, we acknowledge that this may not always be possible.


What happens if I am not satisfied?

In the unlikely event that you remain dissatisfied with our response, you may (no later than 28 days after Mandale Homes response), refer your complaint to a Senior Manager to investigate.

• Your complaint will be acknowledged within five working days of receipt.
• We will either reply fully within 15 working days of receipt or;
• Reply within 15 working days to advise you of the steps we are taking and give you a date by which we will be able to reply to you fully.


What if the matter remains unresolved?

We will always do our best to deal with our customer in a fair and reasonable manner.

If, however, after going through the steps outlined above you are still unhappy with the outcome, then you may wish to refer to the Home Warranty provider at http://www.premierguarantee.co.uk/ who will conduct an independent review of your complaint and how it has been handled.