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.
Find contact details
Enter your postcode to find your regional contact information
Postcode search
Search results for XX11 1XX
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
| Bovis Homes region | Telephone | Out of hours | |
|---|---|---|---|
| Cotswolds | 01242 32 9444 | 0333 121 2044 | Email Cotswolds |
| East Midlands | 0800 975 5939 | 0800 975 5939* | Email East Midlands |
| Eastern | 0800 975 6363 | 0800 975 6363* | Email Eastern |
| Kent | 01474 618222 | 0333 121 2055 | Email Kent |
| Mercia | 01785 53 0444 | 0333 121 2077 | Email Mercia |
| Northern Home Counties | 01908 98 4444 | 0333 121 2088 | Email Northern Home Counties |
| South East | 01883 334400 | 0800 975 5936 | Email South East |
| South West | 0330 124 2270 | 0330 124 2270 | Email South West |
| Southern | 0800 975 5938 | 0330 124 3794 | Email Southern |
| Thames Valley | 01184 18 1101 | 0333 666 3344 | Email Thames Valley |
| West Midlands | 01675 58 6444 | 0333 121 2066 | Email West Midlands |
| Western | 0800 975 5934 | 0333 121 2044 | Email Western |
| Yorkshire | 0800 975 5940 | 0800 975 5940* | Email Yorkshire |
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