Complaints Procedure

CG Frys Commitment to you

CG Fry put the same high standard of care and attention into looking after our purchasers as we do into building our homes. However, we appreciate that sometimes things can go wrong and so we take complaints very seriously. If you have a complaint, we do ask you to let us know so that we may have the opportunity to resolve the issue for you.


After Sales

CG Fry hope there will be no issues after you have moved into your new home and our commitment continues after your purchase has been completed. If you want to tell us about a concern with your home of which we are not yet aware of, please contact our Customer Services Team.

If you can resolve the issue with our Customer Services Team and are happy with the outcome, then you need not use our formal complaints process. If, however, you are not satisfied that the issue has been resolved or handled to your satisfaction, you may wish to make a formal complaint. You can do this by using our formal complaints procedure set out below:-


Formal Complaints Procedure

 If you have a complaint that we have:-

Failed to do something we should have done, or

Done it badly, or

Treated you unfairly or discourteously, or

Not resolved or suitably progressed an issue or service request in a timely manner (where possible, within 20 working days)

Then please do raise it with us and allow us the opportunity to put it right. Please raise your compliant with our Customer Services Team either by:-


 • Telephone – 01308 482000

 • Writing - Customer Services, CG Fry & Son LTD, Litton Cheney,             Dorchester, Dorset DT2 9AS

The Customer Services Manager will direct the complaint to the appropriate Heads of Department. If you feel your concerns have not been resolved to your satisfaction, you can refer your complaint to the Managing Director by writing:-

Managing Director, CG Fry & Son TLD, Litton Cheney, Dorchester, Dorset DT2 9AS 


Progress of your complaint

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

Within 5 working days of the complaint being made, we will write to acknowledge your complaint 

Within 20 working days of the complaint being made, a more detailed response should include one or more of the following:-

• An acceptance of the Complaint and what action we are going to take to resolve the issue(s)raised.

An estimated timescale for the work required to resolve the issue(s) raised. The time may very depending on, for example, the nature of the issues raised, investigation work needed, the lead time for sourcing materials, and the preparation work needed. 

• A rejection of the Complaint and details of the reason(s) why the Complaint is rejected.

• Details of any further investigation work necessary to determine the outcome of our decision to either accept or reject the complaint, including timescales.

• That a written final response will be provided as soon as possible after any further investigation has been carried out and that it will set out what part(s) of the Purchaser’s Complain we agree with as well as (where applicable), what part(s) we disagree with and why.


If you are unhappy with how we have dealt with your complaint

 If you are unhappy with how we have dealt with your complaint, you may refer it direct to the Independent Dispute Resolution Scheme or the Home Warranty Body (or both). Referrals can only be made:-

• After 56 calendar days have passed since first raising it with us and no later than 12 months after our final response.

• If the Defective, Faulty or Incomplete Works or issues arising are not resolved within timescales agreed between us and yourself.


Pease note: Customers/Tenants living in affordable, shared ownership or Private Rental Scheme homes should please direct formal complaints to their registered provider, shared ownership or private rental provider in the first instance.