At Woodstock Homes, we are committed to delivering high-quality homes and excellent customer service. As a family-run business, our customers are at the heart of everything we do. While we strive to ensure a smooth experience, we understand that sometimes things can go wrong.
If you’re unhappy with any part of our service, we want to hear from you and put things right. We treat all complaints seriously and aim to resolve them fairly, promptly, and transparently.
For sales-related matters, please contact your Sales Office.
For any other concerns, including after you’ve moved in, please contact our Customer Care team:
01179 741021
customercare@woodstockhomes.co.uk
Suite 5b Westbury Court, Church Road, Westbury on Trym, Bristol BS9 3EF
If the issue is not resolved informally, you can raise a formal complaint by following the steps
We aim to acknowledge, investigate, and resolve all complaints in a timely and professional manner.
Step 1 – Raise a Formal Complaint
If you are dissatisfied with our response to an issue already raised informally, you may submit a formal complaint in writing (via email or post). Your complaint will be acknowledged within 5 working days and reviewed by a Project Director.
We aim to provide a full response within 10 working days of acknowledging your complaint. If we need more time, we will let you know when you can expect a full response.
Step 2 – Still Not Resolved?
If you are not satisfied with the outcome of Step 1, you may escalate your complaint to the Operations Director for further review.
We will acknowledge your escalation within 5 working days and aim to provide a full response within 10 working days. Again, if more time is required, we will keep you informed.
Still Unresolved? Independent Review Available
If you are still not satisfied after completing the two steps above, you may refer your complaint to:
You must refer your case to the Consumer Code within 12 months of receiving our final response. You can find more information at:
https://consumercode.co.uk
We will keep a written record of your complaint and all related correspondence. We will also keep you updated throughout the process.
