Complaints Procedure
Latest Update February 2026
We are committed to providing a high-quality home. However, in the unlikely event that something goes wrong, we need you to tell us about it. We are always ready to receive feedback on our processes whether negative or positive. This Compliants Policy has been developed to comply with the Consumer Code for Home Builders (fifth Edition, 2024). Your normal legal rights are not affected by this policy or the procedures contained within it.
How to Complain
If you have a complaint, we would prefer that you let us know straight away to enable us to deal. with your concerns effectively and efficiently. Please provide details in writing to: Complaints Department, Allan Water Homes, 24b Kenilwoth Road, Bridge of Allan, FK9 4DU.
NB: The complaints department is not available to deal with routine snagging or defect issues. All defect and/or snagging issues should be addressed to our aftercare department at aftercare@allanwater.co.uk. We provide a comprehensive After-sales Service for at least two years after Legal Completion.
Information to accompany a complaint
Please provide as much information as possible to enable us to resolve your complaint effectively. Information should include:
- Names and addresses of the parties involved.
- Dates/times of any particular incidents.
- Details of any steps already taken to resolve issues.
- What you feel was unacceptable and what an acceptable outcome would be.
What happens when I make a complaint?
- Acknowledgement: We will provide a written acknowledgement of your complaint within 5 working days. We will provide details of who is dealing with your complaint and how to contact them.
- Detailed Response: You can expect a detailed response within 20 working days of your complaint. This will include an acceptance or rejection of the complaint, or details of any further investigation needed.
- Final Response: A written final response will be provided as soon as possible after any further investigation is carried out.
If I’m not satisfied with the reply, what can I do next?
If you are not satisfied with our initial response, you may request a Director’s review of your case. The Designated Director will reply in writing within 10 working days. If you still do not agree, you can ask for the matter to be reviewed by the Managing Director, who will reply within a further 10 working days.
Independent Dispute Resolution Scheme
If the complaint becomes a Dispute (where we cannot agree on an outcome regarding matters covered by the Code), you may refer it to the Independent Dispute Resolution Scheme. You can do this if:
- You do not receive any response from us within 20 working days.
- We cannot reach an amicable resolution within 56 calendar days of your original complaint.
- Agreed works are not resolved within agreed timescales.
Key Scheme Information:
- No Fees: There is no case registration fee for the Buyer to start this process.
- Deadline: A Dispute must be brought to the scheme no later than 12 months after our final response.
- Awards: The maximum combined award is £50,000 (including VAT), which includes a potential discretionary award for “upset and inconvenience“ of up to £2,000.
Confidentiality
We treat complaints as confidentially as possible. Sometimes we may have to discuss complaints with other organisations and if the complaint involves a member of staff, they will also be made aware of the complaint. We politely request that any mutually agreed final outcome is also held in confidence.