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Raising an issue prior to moving home

We aim to provide a high standard of service for all of our clients. However, we understand things can go wrong and take complaints very seriously.

In the event you have an issue, we ask that you let us know so that we may have the opportunity to resolve this for you. It is important that you follow the steps below in the order outlined to allow our trained teams to help you. 

Step 1: Speak to your Sales Consultant

Your first point of contact should be the Sales Consultant who organised your reservation. Our Sales Consultants have the support of the organisation to facilitate the resolution of client queries and issues. They are well trained on the company policy and procedures. 

Step 2: Seeking Further Support

If your enquiry has not been resolved or you are not satisfied with the outcome, please contact our Sales Team at our Larbert Office: CentralCustomerHub@Springfield.co.uk You will receive an acknowledgement within 5 calendar days and an owner assigned to deal with your issue. We aim to reach a conclusion on issues within 30 calendar days. 

Step 3: You remain dissatisfied

In the unlikely event that your issue remains unresolved, or you are unsatisfied with our response, you can raise a Formal Complaint. To do this, please speak to your contact to request a link to our online Formal Complaints form.  Please note that we will not be able to register your formal complaint unless you have completed steps 1 and 2 first. 

Customers have two years from the date of reservation or legal completion, whichever is later, to raise a complaint through our complaints procedure and to refer a complaint to the New Homes Ombudsman Service if they remain dissatisfied with the outcome.

All Formal Complaints will be escalated to the Managing Director who has responsibility for resolving your formal complaint.

The date you reserved your home will determine which consumer code applies and which independent resolution scheme is available to you. For further information on which Code applies to your reservation and your escalation rights, please see our Consumer Codes page.

Where your reservation is protected by the New Homes Quality Code, we will manage your Formal Complaint in line with the Code timescales as follows:

  • We will acknowledge all complaints within five days of the complaint initiation date*.
  • We will investigate your concerns and send a response detailing our proposed pathway to resolution within 10 days of the complaint initiation date*. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales.
  • We will send a full complaint assessment response within 30 days. If the complaint is resolved, this will confirm the steps taken. If the resolution is still underway, the response will detail what has caused the delay and the anticipated date for resolution.
  • Once the complaint has been resolved, we will send a closure response which confirms what action has been taken.
  • In the unlikely event that the complaint remains unresolved after 56 days of the complaint initiation date*, we will send a further response to provide information on what has caused the delay, what the next steps are, and the anticipated date for resolution. We will update you no less than every 28 days until the matter is resolved.

Step 4: Independent Resolution 

  • We hope we can resolve most matters without further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, you may be able to refer it to any dispute resolution service offered by your warranty provider or the New Homes Ombudsman Service (www.nhos.org.uk).
  • It is within the New Homes Ombudsman Service discretion to decide when or if to accept a complaint, in accordance with the Scheme Rules. The New Homes Ombudsman Service can accept complaints that have arisen from the point of reservation through to legal completion, as well as from two years after legal completion. After this, disputes within the structural warranty period may be referred to the new home warranty provider, if relevant.
  • For customers who reserved their home prior to May 2nd 2023, information on the Consumer Code for Home Builders and alternative independent resolution services, can be found at https://www.walkergroup.co.uk/buyers-guide/51-consumer-codes

 *The complaints initiation date (CID) is the first working day after receiving a complaint. For example, if a complaint is received on a Monday, the CID is the following Tuesday.  If a complaint is received on a Saturday, the CID will be the following Monday (excluding public holidays).