Complaints procedure

At Citu, we strive to provide exceptional service and maintain the highest standards in our developments. However, we recognise that issues may arise, and we are committed to addressing and resolving any concerns our customers may have effectively and efficiently.

Purpose

The purpose of this policy is to establish a structured and transparent process for handling customer complaints promptly, fairly, and professionally.

Scope

This policy applies to all customers of Citu who have purchased or are considering purchasing a property within our developments.

Definition of a Complaint

A complaint is defined as an expression of dissatisfaction, whether verbal or written, from a customer concerning any aspect of our service or product. This includes but is not limited to defects, delays, communication issues, or service quality.

Handling Complaints

Reception and Recording:

• All complaints received, whether in person, by phone, email, or letter, will be acknowledged and recorded promptly by our Citu Customer team

Investigation and Resolution:

• The complaint will be thoroughly investigated by the relevant department or team. We aim to resolve complaints at the earliest possible stage. Our team will keep the complainant informed about the progress and expected timelines for resolution

Resolution and Communication:

• Upon reaching a resolution, we will communicate the outcome to the customer in a clear and timely manner. If additional time is required for investigation, regular updates will be provided

Escalation Process

Should the initial resolution not meet the customer’s expectations or if the customer remains dissatisfied, there will be an escalation process. The complaint will be reviewed by senior management to ensure a fair and impartial assessment.

If you remain dissatisfied

If you’re dissatisfied with either our final response, or with any delay in providing our final response you may be able to ask the Consumer Code or your home warranty provider for an independent review.

Feedback and Improvement

Customer feedback is valuable to us. We will use the information gathered from complaints to improve our products, services, and processes continually. Anonymous feedback may be used for training purposes to enhance our customer service.

What You Will Need to Provide

To assist us in addressing your complaint effectively, please provide:

• Your name and address
• Details of how we can contact you
• A clear description of your complaint
• Details of what you’d like us to do to resolve the situation

Accessibility

This policy will be made accessible to all customers through our website, sales office, clixifix and available upon request. We encourage our customers to familiarise themselves with this policy.

Contact Information

Customers may lodge their complaints via email at either customercareleeds@citu.co.uk or customercaresheffield@citu.co.uk, you can also call us on 0113 320 2350 our Customer Care team is available during business hours to assist with any queries.

Further steps

We will always do our best to deal with our customers in a fair and reasonable manner. If, however, after going through the steps outlined above, you are still unhappy with our response, you may wish to refer to your warranty/ insurance provider who will review your complaint and assist you if your complaint relates to an issue covered by the Structural Warranty.

You may also be able to refer your complaint to the Consumer Code for New Homes, which operates an Independent Dispute Resolution Scheme operated by the Centre for Effective Dispute Resolution. You can find out more about the Code’s scheme at www.consumercodefornewhomes.com/dispute-resolution.