Customer Complaints Policy Our commitment to you

We put the same high standards of care and attention into looking after our customers as we do into building our homes. However, we do appreciate that sometimes things can go wrong. Please be assured that we take customer complaints very seriously and will endeavour to resolve any issues raised.

Reporting an issue

If problems do arise that are perceived to be the responsibility of Amethyst Homes, then please raise it with us and allow us the opportunity to put it right. We are committed to resolving the situation to your satisfaction wherever practicably possible.

If you feel that we have either

• Failed to do something we should have done (including a repair), or
• Done it badly, or
• Have treated you unfairly or discourteously,
  we ask that you let us know, so that we may have the opportunity to resolve the issue for you.

Please be aware that our Customer Complaints Policy does not affect your statutory or normal legal rights.

Stages of Customer Complaints

In order to fulfil the process we ask that you follow the following process

Stage 1 – Sales Executive or Customer Care Team

Your Sales Executive or Customer Care team are your first point of contact to raise any issues about the service you have received or the standard of your new home. In the unlikely event that they are unable to resolve the matter to your satisfaction, please refer back to this formal complaints procedure.

Stage 2 – Director

If you are not satisfied with the initial response, please send a letter of your complaint addressed to the Head of the Business at our head office who’s address is as follows.

Amethyst Homes Steel House Ponds Court Consett, Co Durham DH8 5XP

Your letter can be sent electronically to the following email address info@amethysthomes.co.uk

Written Acknowledgment

We will formally acknowledge receipt of your complaint no later than five days from the first business day after receiving your complaint (the complaint start date).

Path To Resolution

You will receive a path to resolution letter no later then 10 days from the complaint start date, outlining how we will investigate your complaint. This letter will inform you of the dispute resolution service open to you, if you are not satisfied with the outcome of the complaints process.

Complaint Assessment and Response Letter

You will receive a complaint assessment and response letter no later than 30 days from the complaint start date. This letter will include the following information:

• Details of and a separate report on each complaint
• Details of any agreed settlement
• Should any complaint not be settled, details of any additional time required to consider this further, estimated timescales and a brief explanation as to what further steps are needed and why.
• Where a complaint has not been settled but we have agreed that works need to be carried out, details of what works are required, an estimated timescale for completion.
• If further investigations or correction work is needed, we will provide an update within 28 days. Where complaints are not accepted, we will provide a clear explanation of the reasons why this is the case.

We will provide details of how you can refer this matter to the Independent Resolution Service appropriate to your property.

Eight week (56 day Letter)

If a complaint is not closed, we will respond no later than 56 days from the complaint start date, we will write to you outlining the following:

• A clear summary of what action has been taken to date.
• Clear details of what is still outstanding, the reasons why and the actions to be taken.
• An idea of when the complaint will be settled.

How we will provide updates going forward, which must be at least every 28 days.

Closure Letter

At any stage after the complaint start date we will provide a closure letter which will provide the following information:

• A list of the items agreed in the complaint assessment and response letter and confirmation that each item has been resolved.

Stage 3 – Independent Resolution

If we are still unable to resolve issues to your satisfaction, you can refer your complaint to the specific Home Warranty provider relevant to your purchase, who will guide you through the procedure available to you.

This will be either:

• Premier Guarantee via premierguarantee.com and the Homeowner tab

or

• The NHBC via www.nhbc.co.uk/homeowners

Alternatively, you may refer your complaint to the relevant consumer code body specific to your property.

This will be either:

• The Consumer Code for Homebuilders via consumercode.co.uk where you can make a claim via the Code’s free Independent Dispute Resolution Scheme (IDRS).

or

• The New Homes Quality Board via www.nhqb.org.uk where you can raise complaints with the New Homes Ombudsman Service.

Under both Codes, Customers have 2 years from the date of reservation or completion (whichever is later) to make a complaint under the complaints procedure and to refer the complaint to the Ombudsman if they are not happy with the outcome.

Alternatively, if you choose to use a professional advisor, we will co-operate fully with them. We will however ask you to write and let us know who you want to represent you, and provide details of their qualifications.

Last Update: June 2026