Formal Complaints Process

Our commitment to you

We're sorry to hear you're not happy. We put the same high standards of care and attention into looking after our customers as we do into building our homes.  However, we do appreciate that sometimes things can go wrong and so we take complaints very seriously.  If you do have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you and learn from it.

Step 1

At Barratt London we are committed to providing an unbeatable customer experience. If things do go wrong we want you to tell us so that we can put it right as soon as possible. If you do feel that you have cause to complain formally, please complete the complaints form or call our Customer Service Team on +44 (0)20 8326 7157 from 08:30-17:30 five days a week.

Your complaint will be reviewed by the divisional Head of Customer Care, who will ensure that it gets dealt with by the right person within the business.

However you choose to contact us, if we cannot resolve the problem straightaway, we will get back to you within 2 working days to acknowledge that your complaint has been received. Sometimes a thorough investigation can take time but we aim to resolve the issue within ten working days and we will keep you updated on our progress throughout. If you feel unhappy with our progress, please let us know and your complaint will be escalated to Step 2.

Step 2

We hope that all formal complaints will be resolved at Step 1. However, if you feel your own concerns have not been resolved to your satisfaction, you can refer your complaint in writing to the Managing Director of the relevant Division.

The Divisional Managing Director will acknowledge all complaints within 2 working days of receipt and aim to respond fully within 10 working days of receipt.

Step 3

In the unlikely event that the Divisional Managing Director is unable to resolve matters at Step 2 then your complaint should be emailed to our Group Customer Experience team at customer.care@barrattplc.co.uk or by post to:

Group Customer Experience
Barratt Developments PLC
Kent House, 1st Floor
14 – 17 Market Place
London
W1W 8AJ

Your complaint will then be allocated to the appropriate Regional Managing Director who is part of the Group Chief Executive’s team.

The Regional Managing Director will acknowledge your complaint within 2 working days and aim to respond fully within a further 15 working days. This response will explain the Company’s final position in relation to the matters raised. 

Please Note

If any new complaints are received they will always be referred back to Step 1 so that they may be dealt with in accordance with this Complaints Procedure.

Our Group Customer Experience team regularly review all formal complaints so we may amend our procedures where necessary and continue to improve the service we deliver to all our Customers.