Make a Complaint

Catesby Estates (“Catesby”, “Company”, “Group”)
Complaints Policy

We aim to maintain high standards at all times, and we’re keen to improve what we do and how we do it.   We accept complaints and other feedback about anything that we do or are connected with.

If you make a complaint to us, we will aim to resolve the complaint to your satisfaction and ours.

Our approach:

We always hope to resolve issues and questions through our open and accessible communication channels and team on the ground.   We aim to do this informally where possible, promptly and amicably and operate in line with as part of the U&C Group of businesses.

If a complaint is considered unreasonable, or if the person making it acts unreasonably, we may depart from our usual complaint processes.   Unreasonable behaviour might include excessive communication, harassment of staff, abuse and refusal to acknowledge communications.

There may be occasion when your complaint relates to an area that is not the responsibility of Catesby (such as issues relating to a newly built home which falls within a housebuilder’s responsibility, or issues relating to public services or utilities, which a local authority or statutory body are responsible for).   In these instances, we will advise and signpost accordingly upon receiving the complaint.

The Process

Stage 1: Local Resolution (Informal)

Handled by: Head Office Support Services

Most general day-to-day concerns, issues or complaints are best handled by our support team based in our Head Office, where they will liaise across the business to resolve the issue.

  • How to report: contact the Head Office Support Team on info@catesbyestates.co.uk setting out the nature of your complaint and what resolution you are seeking.
  • Acknowledgement: the Head Office Support Team will acknowledge your complaint you within 3 working days provide a reference to be used in future correspondence. A named individual within Head Office Support Team will be your point of contact from that time.
  • Process: an investigation into the issue, complaint or problem will be undertaken by the relevant project team or other relevant internal body.
  • Response and Resolution: we aim to resolve the issue or provide a clear explanation for our investigation and conclusions within 10 working days and sooner where we can.
  • Your resolved issue or complaint will be kept on file including details of resolution for a period of 6 months.
  • If the matter is complex or the local response was not satisfactory, the complaint would move to Stage 2 (set out below).

Stage 2: Director Review (Formal)

Handled by: Director

If the matter is complex or the local response was not satisfactory, we would move to a formal review. This stage looks at how and why resolution has not occurred at Stage 1, checks the process and decision-making at Stage 1 and investigates if resolution is still possible. This will be independent of Stage 1 and provide a fresh pair of eyes (through the introduction of a Director) on the complaint and possible resolution.

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  • Acknowledgement: the Director will acknowledge the complaint within 5 working days. A request for further information or background may be issued at this stage.
  • Process: there will be a review of the process to date at Stage 1 and adherence to the complaints policy.
  • Response and resolution: you will receive a formal written response within 15 working days, outlining any resolution or changes we will make.
  • Your resolved issue or complaint will be kept on file including details of resolution for a period of 6 months.
  • If the matter is vexatious or the Stage 2 response was not satisfactory, the complaint would move to Stage 3 (set out below).

Stage 3: Strategic Oversight (Escalated)

Handled by: Group Director

For issues that remain unresolved after Stage 2, a final review is conducted at the corporate level where consideration is given to the reasons for escalation, the inability to reach resolution and where the complaint affects the integrity or approach of our master development role or wider developments and operations.

A complaint may also reach this stage if it has become vexatious in nature.

  • How to escalate: email complaints@catesbyestates.co.uk stating your intention to escalate to Stage 3 of the complaints policy. Please provide your Stage 1 reference, Stage 2 form and the written response you received from Stage 2.
  • Acknowledgement: the Group Director will acknowledge the complaint within 5 working days. A request for further information or background may be issued at this stage.
  • Process: there will be a full review of the process to date and an investigation into why a resolution had not been reached.
  • Final response and resolution: we will issue a Final Decision Letter within 20 working days from receiving the escalation to Stage 3. This letter will outline Catesby’s definitive position and, where applicable, any follow-up with other authorities or bodies for external escalation and resolution – for example the Local Planning Authority, Property Ombudsman or Environmental Health.