Cala's Formal Complaints Policy

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. We have a process of escalation within Cala, outlined in the 'What if I’m not satisfied with the response?' FAQ below.

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 initiation within 5 working days. We will tell you who is handling your complaint and how to contact them.

Within 10 working days of the complaint initiation, 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. 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 days of the complaint initiation, we will send you a complaint assessment and response.

Further to this, where required, we will continue to contact you every subsequent 28 days until your complaint is resolved.

If the pathway to resolution requires us to carry out further work, please confirm your acceptance of this resolution, in writing, within 10 working days.

When your complaint is resolved, we will write to you with a closure statement.  This should be within 56 calendar days of your complaint initiation.

If you aren’t satisfied with our response, you can forward your complaint for the attention of the Managing Director of that region. Please include your case number and send this to the regional email address detailed here. The Managing Director will appoint a Director of Cala Homes to reply to you in writing within a further 10 working days with their decision.

If you do not agree with this response, you can forward your complaint to the attention of the Regional Chairman. Please include your case number and send this to the regional email address detailed here. The Regional Chairman will reply within a further 10 working days and seek to achieve a resolution with you. 

If this includes our decision not to take any further action, we will write to you separately with our final response within 56 days of the complaint initiation date and provide details of your options.

Please note that all new formal complaints raised will be referred to the regional Head/Director of Customer Service in the first instance.

If we have been unable to reach a mutually agreeable resolution, you can request an independent review through your warranty provider or the relevant independent body. You can see which independent body is relevant to you here.

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.