Consumer Code and Making a Complaint

The Consumer Code supports home buyers and home builders to achieve a successful home purchasing process. It also provides help and advice in the event that problems occur.

You can find out more details on the Consumer Code website at: www.consumercode.co.uk

Complaints procedure

At Jessup Homes we want you to have a positive experience and excellent service from us, but we appreciate that sometimes things can go wrong. This document details the process of how to let us know so that we can put things right.

Registering a complaint

If there is an issue that cannot be resolved by speaking with our representatives, you can formally register a complaint in several ways:

1. By letter

You can write a letter of complaint to us and send it to our Head Office at the following address:

Complaints Team
Jessup Homes
Jessup House
Girton Road
Cannock
Staffordshire
WS11 0EJ


2. By Telephone

Call 01543 462 468 to speak with one of our Customer Service representatives and state that you wish to make a complaint.

3. By Email

Send an email to CustomerCare@jessupbrothers.co.uk (use the word “COMPLAINT” as the Subject of the email)

Please provide the following information:

In order to help us resolve your complaint as quickly and efficiently as possible, we will need the following information:

Your name and address.
A daytime telephone number where we can contact you, and any preferred contact days/times.
A clear description of your complaint.
Details of what you would like to be put right.
Your preferred method of contact (Telephone, Email, Letter).

What we will do

We will formally log your complaint in our Customer Care system.
We will acknowledge formal Complaints within 5 working days or sooner.
We will let you know who is dealing with your complaint and how to contact them.
We will contact you to investigate the complaint and aim to resolve all complaints within 8 weeks. Where this is not possible, we will contact you with further details of what we are doing and when you can expect a resolution.

Taking your complaint further

All complaints are reviewed by our Managing Director. Where a complaint is not resolved within the agreed timescale our Managing Director may contact you directly to discuss further.
You may be able to get additional independent advice from the Consumer Code (www.consumercode.co.uk) or from your warranty provider.
You may be able to refer the matter to the Financial Ombudsman Service that was set up by the Financial Conduct Authority to review certain unresolved complaints.
Address: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR
Telephone: 0800 023 4567
Web: www.financial-ombudsman.org.uk

PRIVACY STATEMENT: Information you provide to us is processed by Jessup Brothers Ltd for the purposes of resolving your complaint. Personal data will be processed in accordance with the Data Protection Act 2018 and all other applicable data protection law and regulation, such as the General Data Protection Regulation. Full details of how we process your information can be found in our website Privacy Notice. If you need to discuss how your information is being processed, please contact us at privacy@jessupbrothers.co.uk.



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Registered office: Jessup House, Station Court, Girton Road, Cannock, Staffordshire, WS11 0EJ.
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