What to do if you have a complaint

How we handle complaints

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.

Complaints about our service

We value the opportunity to investigate concerns you may have about any aspect of our service and are committed to handling all complaints thoroughly, fairly and promptly. The procedures we follow for handling complaints are available here: 

Submit your complaint

We are sorry that you feel you have cause to complain. We are eager to put things right as soon as we can, so please use this form to tell us what has happened.

To help us understand the full details of your complaint, please provide as much detail as you can.

Once you have submitted this form a member of our complaints team will contact you to discuss your concerns and to explain how we will respond to the issues you have raised.

If you need to contact our Consumer Affairs team you can do so via consumeraffairs@nhbc.co.uk.

You can also contact us by telephone on 01908 746121

Problem with your home

If you have a complaint about your home, please contact our Claims department on 0800 035 6422 or email them at claims@nhbc.co.uk. You can also submit a new claim with our dedicated webform here

Complaints about the builder's obligations or the Resolution Service

If we've been unable to offer you the Resolution Service, or if you disagree with our Resolution Report, you may refer your dispute with the builder to another form of dispute resolution process, such as arbitration or the courts.