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We are aware that errors do sometimes occur, and where this happens, it is our intention to minimise any inconvenience and resolve any outstanding issues at the earliest opportunity.
Customer Care department
Our local teams are empowered to resolve most of your enquiries and so your first point of contact should be with the Customer Care department at the divisional office for the region in which you’ve bought your home.
Contact UsHead of Customer Care
If your enquiry has not been resolved to your satisfaction, please get in touch with the Head of Customer Care at your divisional office.
Find my Head of Customer CareConstruction Director
We hope that your query has been resolved at this stage, but if not, please contact the Construction Director at your division. If your complaint is related to the sales process, please contact the divisional Sales Director.
Find my Construction Director / Sales DirectorDivisional Managing Director
If you still feel you haven’t reached a satisfactory conclusion, please feel free to contact your Divisional Managing Director.
Find my Divisional Managing DirectorGroup Customer Care Director
In the unlikely event that your complaint has still not been resolved, please write to our Group Customer Care Director, John Enright, at Group head office. John has full and final responsibility for resolving your complaint but can only do so if you have followed the steps above. john.enright@bellway.co.uk
At Bellway, we are committed to addressing any complaints promptly and in line with our responsibilities under the respective consumer code. Here's how we handle complaints to ensure transparency and resolution:
We will acknowledge receipt of your complaint within five business days, starting from the first business day after we receive it.
No later than 10 days from the date we receive your complaint, we will send you a letter or email outlining how we plan to investigate and resolve your issue.
Within 30 days of receiving your complaint, we will provide a detailed assessment and response.
If your complaint has not been resolved by then, we will send you a letter, no later than 56 calendar days from the complaint start date, confirming Bellway’s final position.
If you are still dissatisfied with our response after 56 days from raising your complaint, you are free to contact the New Homes Ombudsman to seek independent adjudication. Bellway are committed to ensuring a fair resolution, and the Ombudsman is here to provide our customers with impartial and independent support.
We are a registered developer with the Consumer Code for Home Builders and the New Homes Quality Board, and comply with their applicable Codes.
In the unlikely event that you remain dissatisfied after following our formal complaints procedure, you may be able to raise your complaint with your Warranty Provider, or through the respective Code bodies:
Consumer Code for Home Builders. (for homes reserved before the
4 October 2022)
www.consumercode.co.uk
New Homes Quality Board (for homes reserved on or after 4
October 2022)
www.nhqb.org.uk
Additionally, all homeowners of properties reserved after 4
October 2022 are able to progress concerns to the New Homes Ombudsman Service.
www.nhos.org.uk