Complaints procedure

While we strive to provide excellent customer service at every stage of buying a new home, if you do feel like the service you have received is not satisfactory, you may raise a formal complaint.

If you wish to raise a snagging concern please report a snag prior to making a formal complaint. Please see our Snags section for more details on how to report them.

If you do wish to make a complaint, we have a five-stage process, detailed below, to ensure your concern is investigated and responded to in a timely manner. Please complete this form to report a complaint.

Stage 1: Written Acknowledgement

Within 5 days from the first business day after receiving your complaint (the Complaint Start Date), we will send you written acknowledgement of your complaint.

Stage 2: Path to resolution

Within 10 days of the Complaint Start Date, we will send a written ‘Path to resolution’ outlining how we will investigate the complaint.

Stage 3: Assessment and response

Within 30 days of the Complaint Start Date, we will send you a Complaint Assessment and Response letter. This will contain the following information:

  • Details of and a separate report on each complaint. If a complaint has been settled, what action has been taken to do this.
  • If a complaint has not been settled, and we need more time to investigate, we will provide an estimate of how long we need to reach a decision, and a brief explanation as to what further steps are needed and why.
    • If further investigation or correction work is needed, we will give you an update within 28 days.
  • If we do not accept your complaint, we will provide a clear explanation of the reasons for the decision.
  • Information about the New Homes Ombudsman Service that you can refer your complaint to if you remain unsatisfied.
Stage 4: Eight weeks

If your complaint is not closed within 56 calendar days from your Complaint Start Date, we will send you an Eight-Week letter, which will include the following information:

  • A clear summary of what action has been taken to date.
  • Clear details of what is still outstanding, a reason why, and the actions to be taken.
  • An estimated date for when the complaint will be settled.
  • How often we will give you updates, which will be at least every 28 days.
Stage 5: Closure

We will send you a Closure letter at any stage after your Complaint Start Date if we consider your complaint is resolved. This will include a list of the items agreed in the Complaint Assessment and Response Letter, and confirmation that each item has been resolved.

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Please provide an overview of the issue you have experienced. If your issue relates to a build defect, in the first instance please refer to the Customer Charter’s 28-Day Process, which details the standard procedure for attending to minor build issues immediately after you move in. For any build defects, we will refer to the NHBC Standards for tolerances and finishes.
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