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Claims and dispute resolution

If you discover a problem with a home or homes in a development, the steps you should take depend on how long the Buildmark Choice Policy has been in force.

Problem during the first 2 years

In the first 2 years of the Buildmark Choice policy, your contractor is responsible for putting right any defects covered by the policy and you should contact them in the first instance. 

If there is a dispute between you and your contractor about work to be done, we may be able to offer our Resolution Service to assist in resolving disputes about defects or damage relating to the NHBC Standards.

Helping you resolve disputes

If you are in dispute with the builder about work to be done, we may be able to assist by offering our Resolution Service. You can apply via our Claims enquiry form or call us on 0844 633 1000 and ask for 'Claims'.

Please note that our Resolution Service can only help with disputes with your builder about defects relating to the NHBC Standards, which were reported to them within their liability period.  We will not be able to assist with items not covered by Buildmark Choice, such as financial or contractual disputes or defects which do not relate to our requirements.

We will firstly contact the builder ourselves and request that they either complete any outstanding works or advise us if there is a dispute over the works that are required.

If this does not resolve matters we can then arrange for one of our Claims Investigators to visit your property and meet with you and the builder to try to resolve the dispute.  If agreement cannot be reached, then the Investigator will recommend what action, if any, we require of the builder.

We will issue a report which, if appropriate, will require the builder to carry out work or actions within a set timescale.  If the builder fails to carry out our recommendations, despite being given reasonable access, then we can arrange for the work to be done.

For more information about our Resolution Service, please read The builder's obligations and the Resolution Service guidance notes.

Problem in years 3 to 10 (or 12 if selected)

During years 3 to 10 (or 12), we provide you with direct insurance cover against the cost of putting right damage to the home(s) which has resulted from building defects (usually limited to structural and/or weather-proofing parts).

If there is a problem please call 0844 633 1000 and ask for 'Claims', or use our online Claims enquiry form.

Our complaints procedure

Our commitment is to provide a claims handling and resolution service that is effective, professional, courteous and prompt to help you provide the best possible service to your tenants.

If you are not satisfied with the way we have handled your claim, we have a full complaints procedure set out in our Claims Charter.  We will take your complaint seriously and ensure that there is an independent review.

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NHBC is authorised and regulated by the Financial Services Authority.