Complaints

At Camfero Homes we are dedicated to providing excellent customer service and maintaining a healthy customer relationship. As a customer of ours, you are entitled to make a complaint when you feel we have fallen short of our usual high levels of customer service.

Our complaints policy sets out in detail how your complaint will be handled efficiently.

To ensure your complaint is fully investigated and monitored, we ask that you put your complaint in writing to us at:

customercare@camferohomes.co.uk stating you wish to make a complaint. We ask that you provide your full name and address and include precise details of what your complaint is concerning.

Camfero Homes will acknowledge your complaint within 5 working days of receipt, where you will be allocated a complaint reference number. We ask that you quote your complaint reference number in any future correspondence relating to this matter. We will then reply to your complaint in full within a further 10 working days of our acknowledgment.

We hope that all complaints can be resolved amicably at this stage however, if after exhausting our complaints procedure you remain dissatisfied with the outcome, you are entitled to refer your complaint for independent investigation.

In the first instance, you should contact ICW who hold the warranty on your home. All Camfero Homes come with a 10-year ICW guarantee. Please see the link on our customer portal area of our website to the ICW Handbook for further guidance.

ICW will, if appropriate, deal with your complaint under your Home Warranty Policy. If your complaint falls outside of the ICW own dispute resolution scheme for defects, they will offer you the opportunity to refer your complaint to the Independent Consumer Code Dispute Resolution Scheme.

A complaint can only be raised via this scheme after 56 calendar days have passed since raising the matter with Camfero Homes and no later than 12 months after our final written response to your complaint was issued.