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Cala's Formal Complaints Policy

We strive for industry leading customer service, however we recognise that sometimes things can go wrong.

Cala’s formal complaints procedure

We are committed to providing our customers with high quality homes, matched by our experienced and excellent customer service. However, we recognise that sometimes things can go wrong. If this happens, we need you to let us know so we can put things right for you.

We are always ready to receive feedback on our homes and our service, whether good or bad. If you have a concern that you have not yet made us aware of, please speak to your Cala representative in the first instance. If, however, you wish to raise a formal complaint with us, our procedure is outlined below and complies with the New Homes Quality Code. Your normal legal rights are not affected by this procedure.

Our formal complaints policy

If you have a concern that you have not yet made us aware of, please speak to your Cala representative in the first instance. If you have already raised an issue with customer service and you wish to raise a formal complaint with us, please find the process below. It is important that you go through the appropriate stages step by step. Your normal legal rights are not affected by this process.

If you wish to raise a formal complaint, please let us know straight away so we can deal with your concerns effectively and efficiently. Please provide all details in writing, by selecting the appropriate region below and filling out the online form. We refer to the date we receive this as your Complaint initiation date*. 

*The complaint initiation date (CID) is the first working day after a complaint is received. For example, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays). 

Please note; we cannot deal with customer service complaints submitted via our social media channels.  

To help us resolve your complaint as effectively and quickly as we can, please provide as much information as possible, including: 

  • - Names and addresses of any parties involved
  • - Dates/times of any particular incidents
  • - Details of any steps already taken to resolve the issue
  • - Any supporting evidence you’d like to include 

It would be extremely useful to us if you could detail what you would feel is an acceptable outcome. 

We will confirm receipt of the complaint within 5 calendar days of the complaint initiation date*. We will tell you who is handling your complaint and how to contact them. 

Within 10 calendar days of the complaint initiation date, we will email you our proposed resolution (we refer to this as our pathway to resolution). In some instances, this might state our decision to take no further action or that we believe the complaint to be resolved. Either way, we will confirm what steps were/are being taken, along with an anticipated date for resolution.  
If the pathway to resolution requires us to carry out further work, we will ask for your acceptance of this resolution in writing, within 10 calendar days. 
 
*The complaint initiation date (CID) is the first working day after a complaint is received. For example, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays). 
 
If you are unhappy with our response, please follow the procedure outlined in the 'What if I’m not satisfied with the response?' FAQ below.  

If a full pathway to resolution cannot be issued within this timescale, we will still contact you to confirm: 

  • Who is dealing with the complaint 

  • The reason for the delay 

  • How long it will be before a full reply will be issued 

Within 30 calendar days of the complaint initiation, we will send you a complaint assessment and response.  

When your complaint is resolved, we will write to you with a closure statement which confirms what action has been taken.  This should be within 30 calendar days and not later than 56 calendar days of your complaint initiation date. 

In the very unlikely event that the complaint remains unresolved after 56 calendar days of the complaint initiation date, we will send a further response to provide information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will also keep you updated no less than every 28 days until the matter is resolved.  
 
We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider, or the New Homes Ombudsman Service.  
 
Please note you can only escalate to the New Homes Ombudsman Service if you have exhausted the Cala Homes Complaint procedure  

We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider, for reservations from October 2023 you can contact the New Homes Ombudsman Service.  
Please note you can only escalate to the New Homes Ombudsman Service if you have exhausted the Cala Homes Complaint procedure  

For reservations before October 2023 you can contact Consumer Code for Homebuilders.  

In the first instance your complaint should be registered with your warranty service provider. In most cases this is the National Home Building Council (NHBC):

NHBC, NHBC House Davy Avenue, Milton Keynes MK5 8FP

Telephone: 0800 035 6422 Email: claims@nhbc.co.uk www.nhbc.co.uk

A warranty issue is a defect in the property arising from a failure in workmanship or materials during the two years following the completion of your purchase. Detailed warranty information can be found in your warranty provider booklet, such as the NHBC Buildmark Cover booklet, which will have been provided by your solicitor.

If your complaint is judged to be a warranty issue and is being dealt with by your warranty provider (e.g. NHBC), they will fully investigate the problem before issuing a decision.

They will then instruct us of necessary action, where applicable. We are bound by and will abide by the decision of your warranty provider.

If you are unhappy with their response, you can seek resolution through your independent body. You can see which independent body is relevant to you here.

We treat all complaints as confidentially as possible. Sometimes it will be necessary to discuss complaints with other organisations, e.g., contractors or suppliers. If your complaint involves a specific person, we will make them aware. 

Contact the appropriate region below

Select your region below to raise a formal complaint. The information you give will go to the Regional Managing Director or Director of Customer Service immediately.

Chiltern

Northamptonshire, Buckinghamshire, Oxfordshire, Gloucestershire, Solihull, Warwickshire, and West London

East of Scotland

Perth and Kinross, Fife, Edinburgh, The Lothian's and Scottish Borders

North Home Counties

North London, South Cambridgeshire, Essex and Hertfordshire


South Home Counties

Kent, Surrey, East Sussex, West Sussex and South London

West of Scotland

East Dunbartonshire, East Renfrewshire and Renfrewshire, Glasgow, the Lanarkshires and Falkirk


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