Customer Charter

This is our customer charter. It sets out our commitment to provide you with service, procedures and information at appropriate stages during your purchase.

• We will give you a copy of our customer charter if you ask for one. We will automatically provide you with a copy if you reserve a property with us.
• We will work to set procedures to meet the commitments we have stated in this our charter.
• We will train our staff to understand their responsibilities in our dealings with you and what the customer charter means for you.
• We will provide you with detailed information about the property you are buying and the development.
• We will assist you in respect of choices and options and answer any questions you may have.
• We will provide you with reliable information about the purchase process and the completion and occupation of your new home.
• We will give you health and safety advice to reduce, as far as possible, the risk of danger on the development site during construction and in the use of your home.
• Our marketing and advertising will be clear and truthful.
• Our missives' terms and conditions will be clear and fair.
• We will give you reliable information about NHBC's Buildmark cover and other guarantees and warranties from which you may benefit.
• We will inform you clearly about the after-sale and emergency services that we will provide for a certain period after completion.
• We will tell you about our procedures for dealing with customer complaints.
• We will co-operate with appropriately qualified professional advisors you have appointed to help resolve disputes.
• Our customer charter does not affect your statutory rights.