What to do if you have a complaint
We are sorry if you are unhappy with any part of our service and are committed to putting things right.
How we handle complaints
We are committed to providing a high-quality, professional service. However, if at any time you are unhappy with any aspect of our service to you, please contact us as soon as possible so we can investigate and put things right.
To submit your complaint, you can use our online form, call us or email us. Using our online form is usually the quickest and most efficient way for us to review and respond to your complaint.
Complaints about our service
We value the opportunity to investigate any concerns you may have about our services and are committed to handling all complaints thoroughly, fairly and promptly.
We have different complaint processes depending on the nature of your concern, for example complaints about:
- our insurance products and the service we provide in relation to them
- our Resolution Service (Section 2 – the first two years)
- our Building Control service (If NHBC inspected your home to help the builder achieve compliance with building regulations and you’re unhappy with how we carried out those inspections.)
You can find details of each process below.
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 a form, a member of the complaints team will contact you within 5 working days to discuss your concerns and to explain how we will respond to the issues you have raised.
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 at nhbc.consumeraffairs@ukemail.icasework.com
The Financial Ombudsman Service
You may be able to refer your complaint to the Financial Ombudsman Service (FOS) if:
- you are unhappy with our final response to your complaint, or
- we have not provided you with our final response letter within 8 weeks
We will confirm in our response whether you are eligible to refer your complaint to FOS. The service is free to use and is independent of NHBC.
Please note:
- FOS can only consider complaints relating to NHBC’s regulated insurance activities.
- Complaints about NHBC’s Building Control Service cannot be referred to FOS.
- Complaints relating to the NHBC Resolution Service (Section 2) are not usually within FOS’s remit. However, in some circumstances including where an agreed repair date within our resolution report has passed FOS may be able to consider the complaint.
You can contact the Financial Ombudsman Service at:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
0800 023 4567
www.financial-ombudsman.org.uk
