Homeowners

VertDivider

Consumer feedback

At NHBC we always aim to treat our customers fairly and to provide them with a high level of service in all our dealings with them. Whilst we hope this will be achieved there will, regrettably, be occasions where things don't go as planned.

We believe that where we have not provided our customers with the service they expect it is important that we put things right for them as quickly as possible. Then we build on that experience to improve our service and processes for the future.  

In order to capture and learn from the feedback we receive from our customers, we have a process in place to ensure that all complaints are logged and dealt with consistently and fairly. Details can be found in our Claims and Customer Charters. 

Complaints  publication report

NHBC
Period covered:  1 October 2009 - 31 March 2010

 

Number of
complaints
opened

Number of
complaints
closed

Complaints
closed within 8
weeks (%)

Closed
complaints
upheld by firm
(%)

General insurance

316

325

98

40

Complaints received

During the period 1 October 2009 and 31 March 2010 we received just 316 complaints. As the number of policies in force during the same period was 1.6 million this equates to one complaint per 5,063 policies. 

Complaints resolved

The number of complaints closed within the period 1 October 2009 to 31 March 2010 was 325. 92% were closed in 4 weeks and 98% were closed within 8 weeks.

Outcome

Our records show that of the 325 complaints closed, 132 (40%) were found in favour of the consumer.

Please note that if a consumer is dissatisfied with the decision we have reached on their complaint, they can refer their complaint to the Financial Ombudsman Service ('FOS') for independent review. The FOS website, www.financial-ombudsman.org.uk, also provides data in relation to complaints they have received about NHBC.