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Our customer promise

We want to ensure you get great service each and every time you contact Guinness Homes.  We make this promise so you know what to expect from us.

When you telephone:

  • We will aim to answer your call within 30 seconds
  • Our staff will always give you their name
  • If we need to ring you back, we will return your call as soon as we can and no later than two working days.

When you email:

  • If we can’t resolve your enquiry within one working day, we will let you know who is dealing with it and when you can expect a full reply.

When you write in:

  • We will get back to you as soon as possible and within five working days 

  • If we can’t resolve your enquiry within five working days, we will let you know who is dealing with it and when you can expect a full reply.

While we work hard to provide great service, there may be times when we don’t get things quite right.

When we make a mistake, we will always:

  • Apologise and aim to put it right

  • Make improvements to avoid the same mistake happening again.

We aim to treat all of our customers fairly and with respect. If you need any additional assistance, please let us know and we will make sure we communicate with you in a way that meets your needs.

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