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Accueil

Complaints Procedure

Complaints Procedure

Accueil are members of the NHBC, the FMB and are certified to ISO 9001:2015 standard and as such we aim to provide the highest standard of service to all our customers in line with their, and our, codes of practice.


Our departmental managers will deal with normal day-to-day problems and will attempt to resolve any issues as promptly as possible. However, should you wish to make a formal complaint the following procedure will be undertaken:


Please make your complaint in writing to our Operations Director either by email to info@accueil.co.uk or by post to
Accueil Limited, Agricola Court, Grange Mews Business Centre, Station Road, Launton, OX26 5EE


All written complaints will be acknowledged in writing within three working days of receipt and a proper investigation will be promptly undertaken by the Operations Director, unless they are directly involved in the complaint in which case it will be passed to another senior member of staff who is not directly involved.


A formal written outcome of the investigation will be sent to you within 15 working days. 

If you remain dissatisfied your complaint will be referred to our Managing Director for review. A second review of the complaint will be sent to you within 15 working days.

Following conclusion of our investigation a written statement expressing our final view and any offer made will be sent. Following receipt of this letter if you wish to refer the matter onwards you can send it onwards to the appropriate agency listed below. Any such referral must be made within six months of our final view.


The NHBC - for property disputes following legal completion (assuming the warranty is held with the NHBC)

  • NHBC House, Davy Avenue, Milton Keynes, Bucks, MK5 8FP
  • 0800 035 6422

 

Q Assure Build - for property disputes following legal completion (assuming the warranty is held with the NHBC)

 

The Federation of Master Builders (FMB) - for claims of inaction or negligence.