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NHBC Complaints Procedure

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At New Build Inspections, we understand that experiencing issues with your new home can be frustrating and stressful. That’s why it’s important to know the proper channels to address your concerns. If you’re having problems with the NHBC’s Claims service, here’s a guide on how to lodge a complaint and ensure your voice is heard.

If you encounter issues with NHBC’s Claims service, it’s essential to act promptly. Whether it’s a decision made by the Claims Team or problems with a contractor employed by NHBC, there are multiple ways to lodge your complaint:

  • Phone: Call the Consumer Affairs Team directly at 01908 746121.
  • Email: Send an email to nhbc.consumeraffairs@ukemail.icasework.com.
  • Online: Fill out the online form available at NHBC Contact Us.
  • Post: Write to NHBC House, Davy Avenue, Milton Keynes, Bucks MK5 8FP, addressing your letter to the Consumer Affairs Team.

The NHBC’s Consumer Affairs Team is dedicated to ensuring your complaint is investigated fairly, consistently, and promptly. They aim to acknowledge your complaint within five working days and strive to resolve it within eight weeks.

At NHBC, they are committed to providing a high level of service. However, if you feel they have not met your expectations, they encourage you to reach out. Here’s a step-by-step overview of their complaint handling procedure:

  1. How to Lodge a Complaint:
  2. Investigation Process:
    • The Consumer Affairs Team, an independent function within NHBC, will investigate your complaint. Their goal is to assess each complaint fairly and promptly, determining if it should be upheld and what remedial action or redress may be appropriate.
    • You will receive an acknowledgment within five working days. If possible, they will combine this acknowledgment with the response. In all other cases, a final response will be provided within 20 working days. If a delay occurs, you will be informed and updated regularly.
  3. Final Response:
    • The final response letter will detail the outcome of the investigation. It will either uphold the complaint with a proposed resolution or reject it with an explanation.
  4. Escalating to the Financial Ombudsman Service:
    • If you are unsatisfied with NHBC’s final response, you can escalate the issue to the Financial Ombudsman Service (FOS). This service is free, independent, and helps resolve disputes impartially.
    • You have six months from the date of the final response letter to refer your complaint to the FOS. NHBC will provide details on how to do this and include a leaflet on the FOS complaints procedure.

 

Contacting the Financial Ombudsman Service

Should you need to escalate your complaint, here are the FOS contact details:

 

Your satisfaction is paramount, and NHBC aims to resolve any issues swiftly and fairly. If you ever find their service lacking, knowing the proper procedures can make all the difference. At New Build Inspections, we support you in ensuring your concerns are addressed and resolved to your satisfaction. Don’t hesitate to use these resources to have your voice heard and your issues resolved.

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