YOur Journey

Our complaints procedure

At Skipton Properties, we take pride in delivering quality homes and outstanding customer service. However, if something isn’t right, we are committed to addressing concerns promptly and fairly. Below is our structured complaints procedure to ensure any issues are properly investigated and resolved.

How to Raise a Complaint

If you feel we have:

Failed to do something we should have done
Done something poorly
Treated you unfairly or discourteously

We encourage you to contact us, however, you may wish to escalate it using the steps outlined below.

Our Complaints Process

We understand that occasional issues may arise, and when they do, we aim to minimise disruption and resolve them as quickly as possible.

Submitting a Formal Complaint

If your Sales Advisor or Customer Care Manager is unable to resolve your issue, you may submit a formal complaint:

By Post:
Complaints
Skipton Properties
Skipton House
Riparian Way
Riparian Court
Cross Hills
BD20 7BW

By Email: [email protected]

Our Complaint Process:

Step 1 – Written Acknowledgement:
We will provide written acknowledgement of your complaint within five working days from the date we receive it.

Step 2 – Detailed Response
You can expect a detailed written response within 20 working days of submitting your complaint. This response will include one or more of the following:

Acceptance of the complaint and details of the action we will take to resolve the issue.
An estimated timescale for any required work. This may vary depending on factors such as the nature of the issue, material availability, and required investigation time.
A rejection of the complaint, including a clear explanation of the reasons for our decision.
Details of any further investigation required to determine the outcome, including estimated timescales.

Step 3 – Further Investigation & Final Response
If further investigation is required, we will keep you updated and provide a written final response as soon as possible after the investigation is complete. This response will include:

A summary of the parts of the complaint we agree with.
Where applicable, an explanation of the parts of the complaint we disagree with, including our reasoning.

Step 4: Dispute Resolution
If your complaint becomes a dispute, you may escalate it to the Independent Dispute Resolution Scheme or your Home Warranty Provider, as appropriate. You can do this if:

You have not received a response within 20 working days of submitting your complaint.
You cannot reach an amicable resolution with us within 56 calendar days of your initial complaint.
The issues raised are not resolved within agreed timescales.

For full details on the Consumer Code Scheme and how to escalate a complaint, please refer to this document (see page 20).