Complaints and Dispute Policy

Richard Lloyd Homes > Complaints and Dispute Policy

Complaints and Dispute Policy

At Richard Lloyd Developments Limited, we are committed to providing excellent service, transparency, and fairness to all our customers. If you feel we have fallen short, we want to hear from you so that we can address your concerns promptly and fairly.

This Privacy Notice tells you when, how and why we collect your personal information. It also explains how we use the information you give us, and how we keep it secure. Aside from helping us design and build homes that people love living in, the personal information you share with us means you’ll receive a more personalised and rewarding experience e.g. updates on new developments, progress on a specific development, information on personalising your Richard Lloyd Home and products and services that make the house-buying process smoother and easier.

How to Raise a Complaint

If you have a complaint, please put it in writing and send it by email to aftersales@richardlloyd.ltd.

What You Can Expect

  • Acknowledgement – We will provide written acknowledgement of your complaint within 5 working days of us receiving it.

  • Detailed Initial Response – You will receive a more detailed response within 20 working days. This response may include:

    • An acceptance of the complaint and details of the action(s) we will take to resolve the issue(s).

    • An estimated timescale for the work required. Timescales may vary depending on the nature of the issue, any investigation required, lead times for sourcing materials, or preparation work.

    • A rejection of the complaint, with reasons for the decision.

    • Details of further investigation needed, if applicable, including timescales.

  • Final Response – After any further investigation, we will provide a final written response as soon as possible. This will set out which parts of your complaint we agree with, and (where appropriate) which parts we disagree with, and why.

If the Complaint Cannot Be Resolved

  • If we cannot resolve your complaint satisfactorily, you have two independent escalation options:

1. Consumer Code for Home Builders – Independent Dispute Resolution Scheme (IDRS)

If your complaint falls within the scope of the Consumer Code for Home Builders, you may refer it to the Independent Dispute Resolution Scheme (IDRS).
  • You may use the IDRS if:
    • You do not receive a response from us within 20 working days.
    • We cannot reach an amicable resolution within 56 calendar days of your complaint being made.
    • Issues remain unresolved within agreed timescales.
  • More information can be found here: Consumer Code – IDRS

2. ICW (International Construction Warranties) – Our Warranty Provider

If your complaint relates to defects, faults, or incomplete works covered by your warranty, you may also refer the matter directly to ICW.

ICW Contact Details:

  • Phone: +44 (0)28 9099 2303
  • Email (Claims): claims@i-c-w.co.uk
  • Website: ICW – Make a Claim
  • Postal Address:
    ICW Insurance Services Limited
    Alanbrooke House
    Castlereagh Business Park
    478 Castlereagh Road
    Belfast, BT5 6BQ

Your Rights

Using this Complaints & Dispute Procedure, the IDRS, or ICW’s claims process does not affect your normal legal rights.

GET IN TOUCH

SALES OFFICE:

  • Hallsworth Bridge, Hadfield, SK13 2NA
  • (Viewings by appointment only)

CALL US ON:

  • 01457 363 123
enquire now
  • Piece of mind. All our homes come with an independent 10-year insurance backed warranty – so you can have total confidence.

At Richard Lloyd Developments Limited, we pride ourselves on the quality of our service. We believe in treating everyone as we would like to be treated ourselves. That’s why our team is approachable, fair, and transparent with every customer.

As part of this commitment, we adhere to the Consumer Code for Home Builders. You can view the full version of the Code here

If at any time you feel we have fallen short or you are unhappy with our service, please refer to our Complaints and Dispute Policy for guidance on how we will address your concerns.

Richard-Lloyd-Homes

Richard Lloyd Homes has taken all reasonable care in the preparation of the contents of this website and intends that the information is accurate at the time it is uploaded. However such information can be subject to change and therefore we do not warrant its accuracy.

We operate a policy of continuous product development and individual features including artist impressions and CGI imagery may vary from time to time. Some specification photography maybe generic and not plot specific and is therefore not intended to give an accurate description of any specific property offered for sale. Please consult our Sales Consultant specific details.

The dimensions shown on our floor plans are approximate as each home is individually built, the precise measurements may vary although we endeavour to make the information as accurate as possible. Consequently, these particulars should be treated as general guidance only and do not constitute a contract or warranty.

Please note that all gardens are individual in size, layout and gradient. Richard Lloyd Homes will endeavour to ensure that all plots are as close to the engineering drawings as possible but this cannot be guaranteed.

Richard Lloyd Homes reserves the right not to sell any property. 
*All completion dates are anticipated and subject to change.

Registered in England No: 08493642

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