What happens if we are unable to resolve your complaint through these 3 steps?
We will always do our best to deal with our customers in a fair and responsible manner. If, however, after going through the steps outlined above, you are still unhappy with our response, you may wish to refer to your Home Warranty provider (NHBC) under their claims and dispute resolution service. The NHBC will then either deal with the complaint under the terms of the warranty policy or, if the complaint falls outside the NHBC warranty dispute resolution scheme, offer you the opportunity to refer your complaint to the Independent Disputes Resolution Scheme. Full details of this scheme and its provider are part of the Consumer Code for Home Builders document given to you at reservation. Full details of this Code can also be found by visiting: www.consumercode.co.uk
If you would like further details of the NHBC resolution services please visit: www.nhbc.co.uk/homeowners or call 0844 633 1000
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
Thank you for contacting us regarding your complaint. This is to confirm that we are in receipt of your communication and your regional team will contact you shortly.