YOur Journey

Our complaints procedure

At Skipton Properties we aim to deliver excellence, and in more than 30 years of building new homes we’ve built a reputation for high quality and customer service. This means that we have experience in resolving issues in the instances that something goes wrong. 

If you have a complaint where we have: failed to do something we should have done, done something badly, treated you unfairly or discourteously. Then please do contact us and allow us the opportunity to put it right. However, if our Customer Care team isn’t able to resolve your issue themselves then we have a number of ways to escalate the issue.

Consult 44

We want to ensure you have the best possible experience when dealing with us and so, if for any reason we are unable resolve your problem directly, we have appointed an independent company who will be able to help. 

Consult 44, a company with more than 25 years’ experience resolving claims and disputes, will initially conduct a desk top review of your issue to ascertain if a physical inspection is required. They may require photographic evidence from you at this stage. If required, Consult 44 will then request access to your home in order to carry out a survey. A report will be compiled based on their findings, which they will endeavour to provide to Skipton Properties within 10 working days of the inspection. We will carry out any recommendations made by Consult 44 in the report, ensuring that a mutually agreeable solution is reached and the issue is resolved satisfactorily. Consult 44 aims to conclude the resolution process within four weeks of first being notified of an issue. 

Formal Complaints

We acknowledge that occasional mistakes may arise, and in such instances, our aim is to reduce any disruption and address any pending matters as soon as possible. Initial complaints are assessed by our sales or customer care team, and we hope are resolved quickly. We have a robust process to ensure that your complaint is properly investigated and followed up. 

Stage 1: If you are dissatisfied with the response given by our Sales Advisor or Customer Care Manager, we ask that you or your professional adviser follow the below complaints process

Please address your letter to the following:

Complaints
Skipton Properties
Skipton House
Riparian Way
Riparian Court
Cross Hills
BD20 7BW

If you would prefer, you can email your complaint to [email protected].

We will acknowledge all complaints within five calendar days of the complaint initiation date*.

We will investigate your concerns and send a response which details our proposed pathway to resolution within 10 calendar days of the complaint initiation date*.  This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.

Your complaint will be escalated to a member of our management team to review. 

Stage 2: If you remain dissatisfied, your complaint will then be escalated to one of the directors, depending on the nature of your complaint. 

We hope we can resolve most matters without the need for further escalation.  However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to the Consumer Code.

*The complaints initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).

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