Consumer Feedback Consumer Feedback

Consumer Feedback

We greatly value the feedback we receive from our customers on our products and services

Consumer feedback


At NHBC we are committed to providing excellent service and products and greatly value the feedback we receive from our customers. We always aim to treat our customers fairly in all our dealings with them and whilst we hope this will be achieved there will, regrettably, be occasions where things don't go as planned.

Our Claims and Customer Charters explain how we deal with complaints to ensure a fair outcome and we constantly analyse the data we receive from complaints so that we can identify where we need to improve our service, processes, systems, training and products.

If a consumer is dissatisfied with the decision we have reached on their complaint, they may be able to refer their complaint to the Financial Ombudsman Service ('FOS') for independent review. The FOS website,, also provides data in relation to complaints they have received about NHBC.

The Financial Conduct Authority ('FCA'), the regulatory body that governs the financial services industry, sets out standards for how insurers and banks must handle customer complaints.

The following table provides our complaints data for the period 1 October 2019 – 31 March 2020.

Number of complaints opened 802
Number of complaints closed 839
Number of complaints closed within 3 days (%) 8.8%
Number of complaints closed within 8 weeks (%) 90.1%
% of complaints upheld 45%
Main cause of complaints opened Disputes over sums/charges

During the period 1 October 2019 – 31 March 2020 we received 802 complaints. As the number of policies in force during the same period was 1.3 million, this equates to 0.59 complaints per 1,000 policies.

Of the complaints reviewed during this period, 45% of complaints were upheld, which means that we agreed with the customer and took action to put things right.