Customer Complaints

At Spitfire Bespoke Homes we strive to provide you with a quality new home and a high level customer experience.

Our Customer Charter outlines the service you should expect from us and the processes to be completed. Occasionally however, not every detail in the construction and purchase of your property goes to plan and we appreciate that there may be instances when we have been unable to meet your expectations and that you may wish to inform us.

Please follow the three steps highlighted below so that you are directed to the people who can best help you.

Step One: Issue

If you have an issue or discrepancy in our service levels, or a divergence from our Customer Charter, please complete the following process:

Complete the online form found at the bottom of this page, providing us with details of your name, site name, plot number and a brief description of the issue.

A member of our Customer Care team will acknowledge your issue within two working days.

If your dissatisfaction is regarding a service issue, we will reference our Customer Charter and provide a full response within 10 working days.

If your issue relates to a build defect, in the first instance please refer to the Customer Charter’s 28-Day Process, which details the standard procedure for attending to minor build issues immediately after you move in. For any build defects, we will refer to the NHBC Standards for tolerances and finishes.

Step Two: Complaint

Should you feel that your issue has not been dealt with satisfactorily and you have followed the procedure above you may wish to make a complaint. The complaint should be set out clearly identifying a service issue or build defect with appropriate context to explain the nature of your dissatisfaction. Receipt of your complaint will be acknowledged within two working days and you will receive a full response from a senior member of our team within 10 working days or, if that’s not possible, an explanation of how the complaint is being progressed.

To make a complaint please complete the form at the bottom of this page.

Step Three: Escalation

In the unlikely event that your complaint has not been resolved within the stated timescales, your complaint will follow the below escalation process:

  1. Senior Management
  2. Sales or Construction Director
  3. Managing Director

To escalate your complaint, please visit complete the form at the bottom of this page.

Please note that if you have not followed steps one and two of this process before escalating to step three, you will be redirected to the appropriate person.

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Terms and Conditions:

This information is for guidance only. These particulars should not be relied upon as accurately describing any of the specific matters described by any order under Property Misdescriptions Act 1991. Although every care has been taken to ensure that this information is correct, this information does not constitute a contract, part of a contract or warranty. All computer generated images, illustrations and photographs are indicative and for illustrative purposes only, and typical of the Spitfire Bespoke Homes product. Site plans and floor plans are not to scale and dimensions should not be relied upon for flooring or furniture placement. Furniture is not included. Any landscaping shown is indicative only, please refer to landscaping layout for full details.