Complaints

At Bovis Homes, we strive to deliver a quality home and service to all of our customers, all of the time. If, for any reason, we haven’t done that, we want to know why – and we want to put things right.

If you have bought a brand new Bovis Home and feel that you haven’t received the quality or the service you expected, please let us know and we will look to resolve the situation and learn from your experience.

We take all complaints extremely seriously and have a three-step process that you can follow to ensure that the right people in our business have the necessary information to fully investigate and respond.

Enter your surname and postcode to start the complaints procedure

 
 

3 step complaints procedure

Step 1

If you have a complaint

If you have a complaint, then in the first instance you should contact the regional Customer Care team below.

They will acknowledge all complaints within 2 working days. Within 7 working days of receipt they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.

We aim to resolve all complaints at step 1. However, we acknowledge that this may not always be possible.

 Bovis Homes regionTelephone NumberRegion EmailOut of hours emergency*
1South East01474 61 8222 Email South East 0845 456 5999
2Mercia01785 53 0444 Email Mercia 0845 456 4999
3Northern Home Counties01908 98 4444 Email Northern Home Counties 0845 520 6999
4South West01392 95 6444 Email South West 0845 230 7999
5Southern Counties01184 18 1101 Email Southern Counties 0333 666 3344
6West Midland01675 58 6444 Email West Midland 0845 330 1999
7Western01242 32 9444 Email Western 0845 330 2999

*Calls cost 7p per minute plus your telephone company's network access charge


Step 2

What if I am not satisfied?

If you are still not satisfied then you should ask for your complaint to be referred to, or directly contact, the regional Head of Customer Care.

They will acknowledge all complaints within 2 working days. Within 7 working days of receipt they will either reply fully or advise you of the steps they are taking and give a date by which they will be able to respond in full.


Step 3

What happens if the head of customer care cannot resolve the matter?

If the regional Head of Customer Care is unable to resolve matters to your satisfaction then you should escalate this to the regional managing director (based at the regional office that you have been dealing with).

They will review your complaint and determine the best course of action, responding to you within the same timescales as in steps 1 and 2.


Other queries

Pre-completion complaints
If you are a customer who is yet to complete on the purchase of your new home any queries should be directed to our sales teams at the appropriate development.


Shared Equity complaints
If you are a shared equity customer (e.g. have a Jumpstart Equity Loan), visit our Equity Loans page