Customer Complaints Procedure

Thank you for choosing to buy your new home with Bellway. We hope that you have had an enjoyable experience with us and want you to be happy with your new home.

We are committed to helping you to resolve any after-sales queries or complaints quickly and effectively. If we have fallen short of your expectations in any way, we want you to let us know.

Our customer complaints procedure has been designed to ensure that your query is resolved as soon as possible by directing you straight to the person best placed to help. You can rest assured that each member of our customer care team is empowered to make decisions to resolve your query as quickly as possible.

If you’d like to make a complaint, or simply have a query about your new home, please follow the step by step guide in the order below.

Please note: You can find contact details for each of the relevant people at Bellway, including Divisional Office contacts, on our ‘Contact Us’ section here.

Step 1:

Our local teams are empowered to resolve most of your enquiries and so your first point of contact should be with the Customer Care Department at the Divisional Office for the region in which you’ve bought your home.

For example, if you’ve bought a home in Newcastle upon Tyne you should direct your query to Customer Care at our Bellway North East office, and if your home is in Birmingham, then you should get in touch with our West Midlands divisional office.

Step 2:

If your enquiry has not been resolved to your satisfaction, please get in touch with the Customer Care Manager at your Divisional Office.

Step 3:

We hope that your query has been resolved at this stage, but if not please contact the Construction Director at your Divisional Office.

Step 4:

If you still feel you haven’t reached a satisfactory conclusion, please feel free to contact your Divisional Managing Director.

Step 5:

In the unlikely event that your complaint has still not been resolved, please write to our Group Head of Customer Care, John Enright, at Group Head Office. John has full and final responsibility for resolving your complaint, but can only do so if you’ve completed all of the above steps.

Please don’t be tempted to skip a step - our process has been designed to help to resolve your query as quickly as possible, by putting you in touch with the right people at the right time.