Complaints procedure


At Qualis Homes, we’re committed to providing our customers with a quality, personal service, together with homes to be proud of.

In case we’ve missed the mark and haven’t met your expectations, know that we have a thorough and transparent complaints policy in place ready to assist you in finding a fair and amicable solution.


Our complaints and escalation policy breaks down into three stages:

  • Stage 1  – Sharing your concerns
  • Stage 2 – Taking it further
  • Stage 3 – Seeking independent resolution

If you would prefer to appoint a suitable representative to manage this process for you, it is important you let us know this in writing, in advance.


Sharing your concerns

Our dedicated team is here to address any concerns you might have. If you feel it’s necessary to make a complaint please make sure you provide us with:

  • Your name
  • Your address
  • Your preferred contact information
  • A clear description of your complaint, along with any previous contact regarding this issue
  • Any relevant supporting materials, like photographs

You can raise your concerns via email, phone, or written communication.

Here’s how to reach us:

Qualis, 323 High Street, Epping, Essex CM16 4BZ


We’ll send you written confirmation acknowledging your complaint.


We’ll write to you outlining our plan to investigate your concern and find a solution, along with anticipated timescales.


If your complaint remains open, we’ll send you a complaint assessment and response letter which details progress and the anticipated timeframe for resolution.

If the complaint is not accepted by us, then we will provide a clear explanation as to why we have reached that decision. We will also include information about how to escalate the matter, should you feel it necessary, and the option to refer it to an independent resolution service.

If the resolution extends beyond the agreed-upon timeframe, we’ll send a follow-up letter explaining the additional steps and time needed to bring the matter to a conclusion.

We will ensure you are kept updated on a regular basis and provide a formal written update within a further 28 calendar days.

Once your complaint has been resolved, you’ll receive a Closure Letter detailing all the steps taken.

In the very unlikely event that we have not closed the complaint within 56* calendar days we will send you an eight-week letter. This will include a clear summary of actions taken to date, what is still outstanding and the reasons why. Additionally, we will outline the actions required for resolution, with the associated timescales.

We’re committed to working with you until a satisfactory solution is achieved.

*From the first business day it was received


Taking it further

If you’re not satisfied with how your complaint is being handled, you have the option to take it a step further by using our dispute resolution service.

Should you feel you require this service, please contact the aftersales team, providing details as to why you’re escalating the issue.

We call escalated complaints ‘disputes’. Once we receive your dispute, our aftersales team will inform the relevant Department Head who will oversee the resolution process.

Within 5 calendar days, you’ll receive an acknowledgement of your dispute, along with an estimate of how long it will take to investigate the concerns raised.

Our goal is to resolve all disputes within 28 days from acknowledgement.

In the event that the resolution offered by the Department Head is not to your satisfaction, you may ask for it to be further escalated to the Managing Director, who will review the complaint in accordance with the above timescales.


Seeking independent resolution

Our internal policies and procedures are designed to ensure that our customers reach agreeable resolutions – this is our top priority.

If your concern isn’t addressed to your satisfaction, you can approach Build-Zone, your warranty provider.

Build-Zone can mediate discussions between us or use their own Alternative Dispute Resolution Service (ADRS) if necessary.

Should you decide to make a formal complaint to Build-Zone, you can follow the steps in their Homebuyer’s Guide.

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