Complaints procedure


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.

Step 1: If you have a complaint

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

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.

All complaints will be acknowledged within 4 days. Within 10 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.

Within 28 days a complaint assessment and full response will be provided.

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

We kindly request that if you remain unsatisfied with the outcome, that you inform us within 5 days so that we can escalate your complaint.

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You can contact the Yorkshire region on the details below:

Telephone: XXXXX XXX XXX

Out of hours: XXXXX XXX XXX

Email: customer.service@vistrygroup.co.uk

Telephone: 0800 975 6363

Out of hours: 0800 975 6363*

Email: cs.eastern@vistry.co.uk

Telephone: 01474 618222

Out of hours: 0333 121 2055

Email: cs.kent@vistry.co.uk

Telephone: 01785 53 0444

Out of hours: 0333 121 2077

Email: cs.mercia@vistry.co.uk

Telephone: 01908 98 4444

Out of hours: 0333 121 2088

Email: cs.nhc@vistry.co.uk

Telephone: 0800 975 5936

Out of hours: 0800 975 5936

Email: cs.southeast@vistry.co.uk

Telephone: 0800 975 5938

Out of hours: 0330 124 3794

Email: cs.southern@vistry.co.uk

Telephone: 01184 18 1101

Out of hours: 0333 666 3344

Email: cs.thamesvalley@vistry.co.uk

Telephone: 01675 58 6444

Out of hours: 0333 121 2066

Email: cs.westmidlands@vistry.co.uk

Telephone: 0800 975 5934

Out of hours: 0333 121 2044

Email: cs.western@vistry.co.uk

Telephone: 0800 975 5940

Out of hours: 0800 975 5940*

Email: cs.yorkshire@vistry.co.uk

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 Sales or Customer Service Director depending on whether the complaint relates to a matter pre-completion or post-completion.

They will acknowledge all complaints within 4 days of escalation. Within 14 days of escalation, 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 director cannot resolve the matter?

If the regional Sales or Customer Service Director is unable to resolve matters to your satisfaction, then you should escalate this further 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, acknowledging the complaint escalation within 4 days and responding in full within 10 days of escalation.

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