Resolution

 

  • If you have any concerns throughout your project, these should be raised in real time to allow us to address and resolve any issues that arise immediately.

    This can be done by speaking with us directly either on site or via telephone on: 07970 191 062 or 07415 440 643

    Once we have verbally discussed your concerns, we will follow this up with you in writing, which can be done through the online chat in your client portal, or via email: info@newaysgroup.co.uk

    We will respond to any concerns you have in writing, letting you know what solutions we can offer.

    We would only ever expect complaints to be issued in extreme circumstances, in which case, we would request you make your complaint known in writing immediately, allowing us the opportunity to fairly resolve your concerns.

    Please understand, in the event where the client has become aggressive and/or threatening to any member of the Neways team, we reserve the right to terminate our client agreement at the expense of the client.

  • Neways Group Ltd is a member of both the Norfolk Trusted Trader scheme and Federation of Master Builders, further carrying the TrustMark for Government Endorsed Quality.

    Both these trade organisations offer third party alternate dispute resolution, if required.

    We will always endeavour to resolve any client disputes fully and fairly through our own internal processes however, in the event a complaint cannot be resolved internally, we will write a final letter to you called a 'deadlock' letter. This letter signals that we have reached the end of our internal complaints procedure and that you may now progress your issues to independent dispute resolution through either the Norfolk Trusted Trader, or Federation of Master Builders.

    For more information please go to the Norfolk Trusted Trader website www.norfolk.gov.uk/trustedtrader and follow the link to 'Trusted Trader disputes'.

    Or

    FMB Dispute Resolution

    https://www.fmb.org.uk/find-a-builder/dispute-resolution.html

    Please note: Before raising any dispute with either of these organisations, you must have attempted to resolve the matter directly with us by clearly describing in writing the things you are unhappy with and how you want the dispute to be resolved. You should give us at least 10- 14 working days to respond accordingly.

    Please also note, that neither of these organisations can get involved until this process has been done, or if the matter has escalated to small claims/ court proceedings.

  • Please understand, any complaints you have that pertain to chosen materials, should be directed specifically to the third party company. The onus does not fall on Neways Group, and should be between yourself and the third party however; Neways may be willing to extend support and advocate on your behalf should issues arise with other contractors, manufacturers and/or suppliers involved in the overall supply of your project.

    Neways regularly invites neutral, third party building inspectors to assess our workmanship, providing written reports & photographic evidence of our workmanship; this process further allows the client to express their true thoughts and feeling regarding a project to a third party without influence.

  • In no event shall Neways Group Ltd be liable for any damages whatsoever, and in particular Neways Group Ltd shall not be liable for special, indirect, consequential, or incidental damages, or damages for lost profits, loss of revenue, or loss of use arising out of use of this website, whether such damages arise in contract, negligence, tort, under statute, in equity, at law, or otherwise.

    Neways Group Ltd grants access to the pages contained herein upon condition that the visitor or viewer accepts the jurisdiction of the courts and laws of England to govern matters between us in relation to this web site.

    This website may include inaccuracies or typing errors. Changes are made from time to time on this website, and to the information contained within it. Advice received or gleaned from this website should not be relied upon for personal, medical, legal or financial decisions and you should use an appropriate professional for specific advise tailored to your requirements.

    Neways Group Ltd reserves the right to void and/ or withhold workmanship guarantees where third party suppliers, manufacturers and or contractors have failed to properly prepare and/or protect their sites.

    In no event shall Neways Group Ltd be liable for any damages whatsoever, and in particular Neways Group Ltd shall not be liable for special, indirect, consequential, or incidental damages, or damages for lost profits, loss of revenue, or loss of use arising out of (and not limited to) unprepared and/or poorly prepared sites, manufacturing faults, supply failings, insufficient communications and/or training(s), whether such damages arise in contract, negligence, tort, under statute, in equity, at law, or otherwise.