This is for reservations made on or after 7 March 2023.
Please raise your complaint by contacting us at firstname.lastname@example.org
Within 5 calendar days of the CID* (Complaints Initiation Date), we will acknowledge all complaints.
Where we are unable to resolve your complaint swiftly, the following process will apply
Once the complaint has been resolved, we will send a closure response which confirms what action has been taken
We hope we can resolve most matters without the need for further escalation. However, if your complaint is not resolved in accordance with this procedure, or you remain dissatisfied with the outcome, then you may be able to refer your complaint to any dispute resolution service offered by your warranty provider (NHBC), or the New Homes Ombudsman Service.
The New Homes Ombudsman Service will decide at their own discretion when or if to accept a complaint, in accordance with the scheme rules. The New Homes Ombudsman Service can accept complaints that have arisen within two years of legal completion. After this, disputes within the structural warranty period may be referred to the New Home Warranty Provider (NHBC) if relevant.
*Please note, the complaint’s initiation date (CID) is the first working day after a complaint is received. Thus, if a complaint is received on a Monday, the CID is the following Tuesday. If a complaint is received on a Saturday, the CID will the following Monday (excluding public holidays).
Keep up to date with the latest releases and news about NHQC Complaints Policy