Complaints Procedure
We are dedicated to delivering homes and services of the highest quality. While we strive to address any issues our customers raise, we understand that problems can occasionally arise. If you have any concerns or are dissatisfied, we will make every effort to resolve your issue fairly and transparently.
We will investigate all complaints thoroughly, diligently, and impartially. Each complaint will be evaluated fairly, consistently, and promptly, considering all relevant factors to ensure a just outcome.
Contact Us
Discussion with your local team
If you have reserved a plot but are yet to complete the purchase of your home and you are dissatisfied with the service we have provided, please raise your concerns with our Sales team.
If you have already moved into your home and are dissatisfied, please contact your appointed MACC Living personnel as they are best placed to address your concerns once you are settled in.
Alternatively, you can contact us by phone, email or post, and provide us with the following information:
- Your name, address, and contact details
- A clear description of your complaint or any dissatisfaction and any evidence you wish to submit
- Details of what you would like us to do to resolve the situation
Step 1: Written acknowledgement
We will provide you with a written acknowledgment of your complaint within 24 hours of the first working day following the receipt of your complaint (Complaint Initiation Date).
Step 2: Path to resolution
We will send you a path to resolution letter within 7 days of the written acknowledgment. This will include:
- A summary of your complaint and the main issues
- An outline of the steps we will take to investigate and resolve your complaint
- Any information or documents we need from you to assist our investigation
- An indication of when you can expect a final response or a closure letter if we are able to as it may not be possible at this stage
Step 3: Complaint assessment and response letter
We will endeavour to resolve your complaint as quickly as possible, and we will continue to provide you with a weekly update on the progress of your complaint. Within 30 days of receiving your complaint, we will send you a letter with our review and outcome. This will include:
- A report on each complaint and how we resolved it, or why we need more time or work to do so
- An explanation of our decision and the reasons behind it
- Information about any dispute resolution service or ombudsman service you can contact if you are not satisfied with our outcome
Step 4: If you remain dissatisfied
If your problem has not been fully resolved or you consider that the handling of your complaint has not been adequate and you remain dissatisfied with the response, you can request the Commercial Director to carry out a review. The Commercial Director has overall responsibility for ensuring our customers receive the highest levels of care and will ensure that your dissatisfaction is handled by the most appropriate person in the regional office.
Step 5: Closure letter
We aim to resolve your complaint within 56 calendar days of the Complaint Initiation Date. Once we have reached a decision, we will send you a closure letter, which will include:
- A summary of your complaint and the outcome
- An explanation of the reasons for our decision
- Any actions taken or agreed to resolve the issue
- Information on how to escalate your complaint to an external body, if you are not satisfied with our decision
If we are unable to resolve your complaint within 56 calendar days, we will send you a letter explaining the reason for the delay and the expected timeframe for a resolution.
Step 6: External escalation contacts
If you are dissatisfied with either our final response or with any delay in providing our final response, you may be able to ask the Consumer Code or your home warranty provider for an independent review, or alternatively approach the New Homes Ombudsman Service.
