Taylor Wimpey Complaints Process
Taylor Wimpey aim to provide you with a quality new home backed up by a good customer service.
Customer Service
After you have moved into your new home, you will receive two courtesy visits from your Site Manager to answer any questions you may have, or to resolve any issues which may have arisen. These visits will be after around 7 and 28 days after you move in.
If you come across any other issues with your home after the 28 day visit, you should contact your local Customer Services Department who will deal with any issues you have under the Taylor Wimpey 2 Year Warranty.
How to make a complaint
Handling questions and complaints quickly, fairly and helpfully is a key part of our approach but we know that from time to time things can go wrong and we do not provide the standards of service that we have set ourselves.
If you have a complaint, then please let us know by contacting the Customer Service Department based at the regional office with which you have been dealing.
What happens next?
We will acknowledge all complaints within 3 working days. We will either reply fully within 10 working days of receipt, or reply within 10 working days to advise you of the steps we are taking and to give a date by which we will be able to reply fully.
We aim to resolve all complaints at this stage. However, we acknowledge that this may not always be possible. If you are still not satisfied then you should refer to the Managing Director at the regional office with which you have been dealing.
The Managing Director will acknowledge all complaints within 3 working days. He will either reply fully within 15 working days of receipt or reply within 15 working days to advise you of the steps they are taking and giving a date by which they will be able to reply fully.
If the Managing Director is unable to resolve matters to your satisfaction, then you should notify our UK Customer Services Manager at our Head Office in High Wycombe by telephone, email or in writing, who will refer the matter to the Divisional Managing Director, for resolution. The Divisional Managing Director has full and final responsibility for resolving your complaint.
Again, we will acknowledge your complaint within 3 working days and either reply fully within 15 working days or write to you within 15 working days explaining the steps we are taking to investigate your complaint and giving a date by which we will be able to reply fully.
We will always do our best to deal with our customers in a fair and reasonable manner. If, however, after going through the steps outlined above, you are still unhappy with our response, you may wish to refer to your Home Warranty Body provider at www.nhbc.co.uk, who will conduct an independent review of your complaint and how it has been handled.
Download the Taylor Wimpey Customer Service Charter 
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Read the full details of our Customer Service Charter.
Our Customer Service Charter fully acknowledges the requirement of the 2010 Consumer Code. Further details are available at www.consumercodeforhomebuilders.com