We aim to provide exceptional service throughout your interaction with MCR Homes, however, sometimes things can go wrong. If this happens, we are committed to listening to our customers and responding to their concerns promptly and fairly.
In order to resolve any matters in an effective and efficient manner, we follow a structured complaints procedure which is detailed below for ease of reference.
Step 1: Please write to the Living Team FAO of Stephanie Hilditch with the details of your complaint, setting out clearly the reasons for your grievance(s) together with dates, names and any staff members you dealt with and enclosing/attaching any supporting evidence.
Email: Stephanie.hilditch@mcr-homes or living@mcr-homes.co.uk
Postal address correspondence:
Living Team - MCR Homes
Block D, Universal Square
Devonshire St N
Manchester
M12 6JH
Step 2: The Living Team are required to acknowledge your complaint in writing (letter or email) within 3 working days of receiving it.
Step 3: The Living Team will review your complaint and provide you with a formal written outcome of their investigation within 15 working days of receiving the complaint.
Step 4: Should you not be satisfied with the Living Team's response you may write to the Director of Sales who will carry out a separate and detached review of your complaint resulting in a final view, which will be sent to you within 15 working day of the matter being escalated to him.
Postal address correspondence is:
FAO Sales Director,
MCR Homes
Block D, Universal Square
Devonshire Street N
Manchester
M12 6JH
Step 5: If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks have elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
Their address is:
The Property Ombudsman,
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire,
SP1 2BP
01722 333 306
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.