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Our promise to you

At McCarthy Stone we are committed to enriching the lives of our customers. We pride ourselves on the quality of the homes we build, the lifestyles we deliver and the services we provide. However, we understand that sometimes things can go wrong and so we take complaints very seriously. If you do have a concern, please do let us know so that we have the opportunity to investigate the issue for you and learn from it.

In the first instance, your concerns should initially be directed to your House / Estate Manager who, in most cases, will be able to quickly investigate and respond to your concerns to you satisfaction. However, if the House / Estate Manager feel they require further support to resolve they will escalate this to their Operations Manager or Divisional Director of Operations. If you are not satisfied that the problem has been resolved, you may wish to make a formal complaint. You can do this through our Customer Relations Team, under our formal complaints procedure.

You can request that your concerns are escalated to the Customer Relations Team or you may with to contact the team directly via email at CustomerRelations@mccarthyandstone.co.uk or by post to:

Customer Relations
McCarthy Stone
4th Floor
100 Holdenhurst Road
Bournemouth
BH8 8AQ 

You can also call our  Customer Contact Centre on 0800 3100 394

If you have a disability that would make it difficult for you to make a complaint or if you need this information in a different format, please let us know and we will do what is reasonably possible to accommodate your needs.

Formal complaints process

The McCarthy Stone complaint handling framework consists of a two-stage process to ensure that your complaint is investigated quickly and effectively.

We will not consider or escalate a complaint if:

  • The issue giving rise to complaint occurred more than 12 months ago (this does not apply in instances relating to health and safety or safeguarding).
  • Legal proceedings have commenced, or a letter before action has been issued.
  • We have already provided a formal stage 2 response to the issue.

Stage 1

Customer Relations will acknowledge your complaint either verbally or in writing within 3 working days of receipt. We aim to complete our Stage 1 investigation within 15 working days. Following our investigation, you will receive a detailed response from your dedicated Customer Relations Manager. If we cannot respond to your concerns within these timescales, then we will ensure we update you at this time and keep you informed of progress. We will also inform you of the escalation process to Stage 2 if you are not satisfied with our Stage 1 response. You will be given three months from the date of our Stage 1 response to escalate your compliant.

Stage 2

In the unlikely event you are not happy with our Stage 1 response, you have the option to escalate your complaint to be reviewed by a relevant Senior Manager. This will be facilitated by your dedicated Customer Relations Manager. We aim to complete our Stage 2 review within 15 working days. Once the review has concluded, you will receive a response letter which outlines our final decision on the matter.

At this point you have exhausted the McCarthy Stone complaints process. You may wish to refer your complaint for further consideration by one of a number of external dispute resolution services detailed below:

  • Your Home Warranty provider (NHBC) under their claims and dispute resolution service www.nhbc.co.uk/homeowners or 0844 633 1000.  The NHBC will then either deal with the complaint under the terms of the warranty policy or, if the complaint falls outside the NHBC warranty dispute resolution scheme, offer you the opportunity to refer your complaint to the Independent Disputes Resolution Scheme. Full details of this scheme and its provider are part of the Consumer Code for Home Builders document given to you at reservation. Full details of this Code can also be found at www.consumercode.co.uk.
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  • For complaints relating to the management of your property in England & Wales, the re-sale of a property, or matters relating to the rental of a property, you can request an independent review of your complaint by The Property Ombudsman, free of charge. You are also entitled to ask them to review your complaint if more than 8 weeks have elapsed since your complaint was first made:

    The Property Ombudsman Ltd 
    01722 333 306
    admin@tpos.co.uk
    www.tpos.co.uk

    Make a complaint – The Property Ombudsman (tpos.co.uk)

    Please note that you will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final position letter, including any evidence to support your case. 

    The Property Ombudsman requires that all complaints be addressed through this in-house complaint procedure, before being submitted for an independent review.
  • For complaints relating to the management of your property in Scotland you can refer the complaint to the Housing and Property Chamber:

    Housing and Property Chamber,
    First-tier Tribunal for Scotland,
    Glasgow Tribunals Centre
    20 York Street
    Glasgow G2 8GT
    0141 302 5900
    www.housingandpropertychamber.scot

  • Shared Ownership residents can refer their complaint to the Housing Ombudsman Service (HOS):

    Housing Ombudsman Service
    PO Box 1484
    Unit D
    Preston
    PR2 0ET
    0300 111 3000
    www.housing-ombudsman.org.uk  
  • First Tier Tribunal (Property Chamber) – (leaseholders and tenants)
    An application can be made to the Tribunal to address certain types of disputes (such as service charge disputes or rent increases). For a full list of their areas of
    jurisdiction please see the website detailed below. Contact details for your regional office can be found by visiting.

    www.gov.uk/courts-tribunals/first-tier-tribunal-property-chamber  

  • Care Complaints

Individuals receiving regulated care services from YOURLIFE Management Services Ltd should also refer to our Care Complaints Policy, which sets out the ways in which you can raise a complaint, and timescales we will work towards when investigating.

We fully accept and embrace your right to make complaints and to register comments and concerns about the services received. We welcome complaints and see them as an opportunity to learn, adapt, improve, and provide better services. A copy of our Complaints policy will be issued to you alongside your essential paperwork when we are providing you with services under our regulated activity. If you are ever unsure, then please ask a member of your care team who will be happy to help.

  • For any complaints relating to regulated care services provided by Your McCarthy Stone in England, these can be referred to Local Government & Social Care Ombudsman or Care Quality Commission

    By Post:
    Local Government & Social Care Ombudsman
    PO Box 4771, Coventry, CV4 0EH
    Freephone advice line: 0300 061 0614
    Online: https://www.lgo.org.uk/

  • For complaints relating to regulated care provided by Your McCarthy Stone in Scotland you can refer this to Scottish Public Services Ombudsman (SPSO):

    Address: 4 Melville Street, Edinburgh, EH3 7NS
    By post: Freepost SPSO
    Fax: 0800 377 7331
    Freephone advice line: 08003777330
    Online: www.spso.org.uk/contact-us

  • For complaints relating to regulated care provided by Your McCarthy Stone in Wales you can refer this to Public Services Ombudsman for Wales:

    By post:
    1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ
    Advice line: 0300 790 0203
    Online: www.ombudsman-wales.org.uk
    Email: ask@ombudsman.wales
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