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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 – If you have already contacted our Customer Service Team and they have been unable to help, please write to our Customer Service Manager, Annie Kellard, at the following address; Anwyl House, Clos Dewi Sant, St David’s Park, Ewloe, Flintshire, CH5 3DT. Annie will respond to you within 5 working days of receipt of your letter.

Step 2 – In the unlikely event that Annie has been unable to resolve your complaint, please write to our Head of Customer Service, Helen Tollitt, at the same address above.

Step 3 – If you remain unhappy with the outcome of your complaint, once you have heard from Helen, 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.

In order to register a formal complaint, it must be sent via letter and not email. Emails to individual mailboxes will be passed to the Customer Services team.