Complaints:
Formal Procedure
We know we don’t always get it right, but if you are unhappy in any way with the service you have received from us, please let us know by contacting our Customer Care team on the following e-mail/telephone number:
Email: CustomerCare@curo-group.co.uk
Complaints:
Formal Procedure
We know we don’t always get it right, but if you are unhappy in any way with the service you have received from us, please let us know by contacting our Customer Care team on the following e-mail/telephone number:
Email:
If a complaint is made then it will be dealt with by a member of the Customer Care team who will follow our complaints procedure. During our opening hours a member of the Customer Care team will acknowledge your email within 24 hours of the issue being raised.
Office opening hours:
8.30am - 5pm
Monday to Thursday
8.30am - 4.30pm
Friday
If the complaint is raised out of our office opening hours then we will contact you at the earliest opportunity the next working day.
We promise to:
- Acknowledge your complaint
- Investigate the matter
- Resolve the issue as soon as possible
We will always try and resolve a complaint over the phone but may email you if you prefer to keep a record of our conversation.
We will respond to your complaint within 3 working days after gathering information relevant to ths issue. If this is not resolved this will then go to stage 2.
The complaint will go to the Head of Customer Care and they will look to resolve the complaint within 5 working days.
The Head of Customer Care will keep in regular communication with you during this process.
If the matter is not resolved we would move to the next stage.
The matter will be passed to the Director of Customer Care and they will look to resolve it within 5 working days. The Director will keep you informed during this process of the investigation to reach a satisfactory resolution. Should you still not be happy with the resolution then this would move to the final stage.
Should both parties not be able to reach a resolution then we would advise the customer to seek external legal advice and guidance.
Although we will always try and do our best to work with our customers to get a resolution, if you feel this hasn’t worked for you then you are also advised to seek support and independent advice from our warranty provider, the NHBC, who can give you guidance on the best way forward and listen to your complaint further.
NHBC
Telephone: 0344 633 1000
Email: NHBC.co.uk/homeowners
We want you to enjoy your home and will work with you to get a fair and reasonable resolution.
Please note that if at any time a new formal complaint is received in the business then it will always be referred back to the Head of Customer Care to investigate the history in relation to your journey.