What to do if you have a complaint

How we handle complaints

We are committed to providing a high-quality, professional service and to giving clear, accurate and prompt information. If you are unhappy with any aspect of our service to you, please contact us as soon as possible so that we can investigate and put things right for you. You can use the form below, call or email us. The best way to contact us is using the form further down this page.

Before making your complaint, please review our FAQs for answers to some common questions we receive.

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.

Start now

Call or email us

If you’d prefer to call or email rather than complete the form, these are our contact details:

Call us on 01908 746121

Email us on nhbc.consumeraffairs@ukemail.icasework.com

The Financial Ombudsman Service

Depending on the nature of your complaint, you may be able to refer your complaint to the Financial Ombudsman Service if you are unhappy with our response or we have been unable to resolve your complaint within eight weeks. We will provide full details in our response letter if this is appropriate. There is no charge for this service and it is completely independent of NHBC. You can contact the Financial Ombudsman Service as follows:

The Financial Ombudsman Service Exchange Tower, London, E14 9SR

Tel: 0800 023 4567


The Financial Ombudsman Service will only be able to consider your complaint if NHBC has had the opportunity to review and resolve your concerns in the first instance.

Take a look at our Buildmark video library

Watch our explanatory video series to find out more about your Buildmark policy and making a claim.

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