NHQC Complaints Policy

Please raise your complaint by contacting us at customerservice@cubehomes.com

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

• – Within 10 calendar days of the CID*, we will send a pathway to resolution response. This should explain how we plan to resolve the issue, along with the steps and anticipated timescales
• – Within 30 calendar days of the CID*, we will send a full complaint assessment response. If the complaint has been resolved, this will confirm what steps were taken. In the event that the resolution is still underway, the response will detail what has caused the delay, and the anticipated date for resolution

Once the complaint has been resolved, we will send a closure response which confirms what action has been taken

• – In the very unlikely event that the complaint remains unresolved after 56 calendar days of the CID*, we will send a further response to provide information on what has caused the delay, what the next steps are and the anticipated date for resolution. We will also keep you updated no less than every 30 days until the matter is resolved

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).