Complaints Procedure

Customer Complaints Procedure – Abel Homes Ltd 

At Abel Homes Ltd, we are committed to delivering not only high-quality homes but also exceptional service to all our customers and potential buyers, whatever their circumstances. However, if at any point you feel that we have fallen short—whether through the actions of an individual or the company as a whole—we welcome your feedback.

 Complaints are treated with the utmost seriousness and are fully reviewed by our Board of Directors to ensure a fair and thorough investigation.

 How to Make a Complaint

 If you have a concern or wish to make a formal complaint, you can reach us through one of the following channels:

 By phone: 01953 884486

 By email: customercare@abelhomes.co.uk

 By post:

Abel Homes Ltd

Neaton Business Park (North)

Norwich Road

Watton

Norfolk

IP25 6JB

 We will confirm receipt of your complaint in writing within five calendar days of the first working day after it is received.

 What Happens Next

 Our aim is to resolve your issue as quickly and efficiently as possible. You will receive a full written reply within 20 working days from the date your complaint is received.

 If You're Not Satisfied

 If you remain dissatisfied with our response, you may have the option to escalate your complaint to the Consumer Code or your home warranty provider, who can provide an independent review.

 The Consumer Code offers a resolution service for disputes related to the sale and marketing of your home, or failure to meet warranty construction standards.

 You may refer your complaint to the Independent Dispute Resolution Scheme (IDRS) if at least 56 calendar days have passed since your original complaint, and no later than 12 months after our final written response.

 More information is available at: www.consumercode.co.uk

 Please note that using our internal complaints process or the IDRS does not affect your statutory legal rights.