Consumer Code

PURPOSE OF THE CODE

The code aims to ensure that new homebuyers are treated fairly, provided reliable information about their purchase, know the expected service levels, and understand how to access the dispute resolution scheme.

Please note that the Fourth Edition of the Consumer Code is relevant to all properties reserved up to the 31st of December 2023.

For any properties reserved from the 1st of January 2024, the Fifth Edition should be used as the purchaser’s reference.

The Consumer Code for Home Builders is relevant to all purchasers of the CCG Homes developments known as Riverford Gardens, Western Terrace, Calderwood Lodge, and West Shore. 

COMPLAINTS PROCEDURE

Should any purchaser wish to register a complaint, you can do so via the undernoted, digital form. CCG Homes’ senior management will acknowledge your complaint no later than 5 working days after receiving the first correspondence. The complaint is then escalated to CCG Homes’ managing director followed by a written response with a pathway to resolution within a maximum period of 20 working days.

If the complaint concerns the property’s workmanship, the homebuyer must allow CCG Homes adequate time to investigate and make things right. CCG Homes would aim to resolve the matter thereafter within 56 calendar days from the original complaint being made. Should CCG Homes require more time to resolve the complaint – some works may be reliant on the sourcing of specific components, materials and labour – this will be communicated to the homebuyer as soon as possible, and the homebuyer will always remain informed of associated timescales. However, if this is not to the homebuyer’s satisfaction, an independent resolution scheme is available, in accordance with your warranty provider,. (Ref. Section 5)

COMPLAINT FORM: