Complaints Procedure:

We are committed to delivering high-quality homes and excellent customer service. If you are dissatisfied with any aspect of our service or your new home, we encourage you to raise a complaint so we can resolve the issue promptly, fairly, and in accordance with the Consumer Code for Home Builders.

How to Make a Complaint

You can raise a complaint verbally or in writing using the contact details below:

Email: info@fermacproperties.com
Phone: 02871374550
Post: Fermac Properties Limited, 5 Limavady Road, Derry, BT47 6JU

Please include:
– Your name and contact details
– Property address and plot number
– Details of your complaint
– Your preferred resolution

Acknowledgement and Response

We will:
– Acknowledge your complaint within 5 working days
– Provide a full response within 20 working days

If further time is required, we will keep you informed of progress.

Investigation and Resolution

We will investigate your complaint thoroughly and keep you updated throughout the process. We will provide a clear outcome and outline any actions we will take.

If You Are Not Satisfied

If you remain dissatisfied, you may:
1. Contact your Home Warranty Provider (e.g. NHBC, LABC, etc.)
2. Refer your complaint to the Consumer Code Independent Dispute Resolution Scheme (IDRS)

You should allow us up to 56 calendar days to resolve your complaint before referring it, unless a deadlock is reached sooner.

Independent Dispute Resolution

The Independent Dispute Resolution Scheme (IDRS) is a free and impartial service. It can consider complaints where it is believed we have breached the Consumer Code.

You can apply once:
– You have followed our complaints procedure
– 56 days have passed or deadlock has been reached

Availability of This Procedure

This procedure is provided to all customers at reservation and completion and is available on our website.

Time Limits

Complaints should be raised as soon as possible and generally within two years of legal completion.