We're here to help

Whilst we hope that your experience with us has been issue free, we understand that things can sometimes go wrong. We take all complaints very seriously and if you feel at all dissatisfied with our service and we have been unable to resolve your issue, we want to know.

Should you have an issue or defect with your Gleeson property within the first two years of legal completion, simply log the issue via your ‘My Gleeson’ account, and a member of our Customer Care team will review the issue. Where a defect is valid, they will instruct our site teams to make contact to arrange any rectification works.

However, in order to raise a formal complaint, all complaints need to be communicated in writing to customercare@mjgleeson.com.

Following this, a dedicated member of our Customer Care team progress your complaint in line with NHQC timescales:

1. Written Acknowledgement:

We will acknowledge the complaint in writing, usually within 5 days of the complaint's start date.

2. Path to Resolution:

Within 10 calendar days, will provide a written "Path to Resolution," outlining how we will investigate the complaint.

3. Complaint Assessment and Response:

Within 30 calendar days, we will send a detailed response, including any actions taken if the complaint is resolved. If further action is needed, we will provide an estimated timeframe.

4. Further Response (If needed):

In the very unlikely event that the complaint remains unresolved after 56 calendar days 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.

Following this, should you feel dissatisfied with the outcome of your complaint or if your complaint is not resolved in accordance with this procedure, you will have the right to escalate your complaint.

If your complaint relates to a reservation made after 1st November 2022, you have the right to refer your case to the New Homes Ombudsman Service.

The Ombudsman will decide whether they accept a complaint, in accordance with their scheme rules.

The Ombudsman can accept complaints that have arisen within two years of legal completion. After this period, disputes relating to any structural issues within your home should be referred to your warranty provider (NHBC).

5. Closure Response:

Once the complaint is resolved, we will provide a closure response with details of the agreed-upon actions and how to refer your complaint to the New Homes Ombudsman Service (NHOS) if necessary.

Data protection complaints

If you are unsatisfied with how we have handled your personal data, you can complain directly to us by following the steps set out below. We treat data protection with the upmost importance and therefore, if you are dissatisfied with the handling of your personal data, please let us know.

How to complain

1. Email your complaint to legal@mjgleeson.com or write to us at 6 Europa Court, Sheffield Business Park, Sheffield S9 1XE. Please ensure you mark your letter for the attention of the ‘Legal Department’.

2. When submitting your complaint, please state your full name and property address. If your complaint relates to you and another joint purchaser (e.g., your spouse or partner), please also state their full name.

3. We may need to take steps to verify your identity. To make this process as smooth as possible, we encourage you to include in your initial complaint a copy of your passport or driving licence (please do not send us originals). If you possess neither of these forms of ID, we will contact you following receipt of your complaint to discuss alternative ways to verify your identity. Don’t forget to include proof of ID for any joint purchasers.

4. If you are complaining on behalf of someone else (such as a relative, friend or client), we must confirm your authority to do so and we may ask to see a letter of authority or power of attorney.

What happens next?

We will acknowledge your complaint as soon as possible and no later than 30 calendar days from the day after we receive your complaint. For further information on how your data is handled, please view our Privacy Notice or visit the Information Commissioner’s Office website at https://ico.org.uk/.