Complaints Procedure

In the event that you do have of a concern with your new home, and we are not already aware of it, please contact our Customer Service Team who will be pleased to help you.

If, after a reasonable length of time, you are not satisfied with the way in which your concern has been handled, and you wish to make a formal complaint, you will need to follow our formal complaints procedure set out below.

How to make a formal complaint

All complaints must be received in writing by letter or email to our Head Office address, or by email to our Customer Service Team at [email protected]

All complaints must contain the following information:

  • Legal completion date
  • Your full name, address, telephone number and email
  • Date
  • Nature of complaint and department it involves
  • Any evidence (e.g. photographs)

We aim to resolve complaints with minimum delay and will provide you with updates at the following set points:

  • The start date for your complaint will be the first business day after it has been received.
  • Within 5 calendar days of the complaint start date we will write to acknowledge your complaint.
  • Within 10 calendar days of the complaint start date we will write to notify you of our decision.

What happens if you’re still not satisfied?

We always strive to do our best to deal with customer concerns fairly and responsibly. If, however, after going through the steps outlined above, you are still unhappy with our response, you may wish to refer the matter to the NHBC, your new home warranty provider, under their Dispute Resolution Service, which provides support to homeowners during the first two years in your new home.

Find more details about the NHBC resolution services at or call 0800 035 6422

Pre-Completion Complaints

If you are yet to complete on the purchase of your new Cavanna Homes, any complaints should be directed to the Sales Team on your development.

Consumer Code

We adhere to the Consumer Code for Home Builders, which is an industry-led scheme that sets out the standards and best practices for home builders and homebuyers. The Consumer Code covers the entire home-buying process, from pre-contract information and reservation agreements to after-sales service and dispute resolution. Find out more about our commitments here.