Basically they don't care, they withhold information and don't reply to emails or call you back. Terrible customer service. Reserved a plot for £500, but weren't told key information about the plot until after the reservation fee had been paid, such as steps leading to the front door and back door (this is a huge accessibility issue and they should have made this much clearer from the start, but at least we know to ask in the future). After this we felt really put off about the house and Persimmon in general and did some more research on them and read about their poor customer service, dangerous and bad build quality and the investigation into them last year, the dangers the houses posed is really quite scare. We decided we don't want to buy with Persimmon ever. We cancelled the reservation and the sales advisor told us head office sort the refund, we received a confirmation email that we would be refunded £250 but no indication of how or when this would be refunded. Sent 3 emails to head office and sales advisor and no one replied to any. Called head office 5 times over 2 weeks and spoke to different people who all confirmed I needed to speak to Lisa, they would put me through to Lisa's voicemail and I left messages myself or they would say they'd email Lisa for her to get back to me - she doesn't call back or email. On the 5th or 6th call I said I wanted to complain about the poor customer service, complete lack of communication and that they're a huge company making millions year after year withholding £250 from use, which is nothing to them but a lot of money to use. The person I spoke to again told me I needed to speak to Lisa but she couldn't get me through. Soon after this call (within an hour) they called me to issue the refund - If I hadn't wanted to complain I genuinely don't believe they'd have bothered calling me back and would be continuing to ignore me and withhold the refund they owed. Just be very careful with them, we wished we'd known more before getting involved with them and had read the online reviews and asked for specifics about the plot before reservation