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 postcode to start the complaints procedure

 
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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 618222 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.


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


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

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.