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complaints policy

At Anwyl Homes we take Customer Service very seriously and whilst we hope you don’t need to get in touch with a complaint, we recognise from time to time that you may need some help from our team. If you do, please follow the steps below, all complaints are an opportunity for us to improve and learn so thank you for getting in touch.

Step 1 – Please contact the customer service team at customer-care@anwyl.co.uk. Your email will be investigated and responded to within 3 working days. Please note in busy times, the response time may be slightly longer, an automated message will advise you of the current response time.

Or alternatively call 03300 244 955.

(Working Hours are Monday – Thursday 8:30am – 5:15pm and on a Friday from 8:30am – 4pm).

Step 2 – In the unlikely event that our customer service team haven’t been able to resolve your complaint to your satisfaction, please write to our Head of Customer Service, Helen Tollitt, at the following address;

Anwyl House, Clos Dewi Sant, St David’s Park, Ewloe, Flintshire, CH5 3DT

Step 3 – Once you have received your response from Helen, if you remain unhappy with the outcome of your complaint, please write to the relevant Regional Managing Director. Phil Dolan, for Cheshire and North Wales region or John Grime for our Lancashire region at the same address above.

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