Our commitment to you

Build Warranty is committed to provide a high-quality, professional service and to ensure it’s members also give clear, accurate and prompt information to home buyers. However, should something not be to your satisfaction, here’s what to do: 

How your complaint will be dealt with

Step 1

Complaint received and logged by our Compliance Officer

Step 2

Complaint acknowledged in writing within 48 hours and additional information requested (if necessary)

Step 3

Escalated to relevant department manager

Step 4

Complaint investigated thoroughly, and a response will be provided within 14 days

Step 5

Complainant will be provided with a clear explanation of our findings

Step 6

Should you still be unsatisfied you will be given the details for the relevant independent resolution scheme provider

We value the opportunity to investigate concerns you may have about any aspect of our service and are committed to handling all complaints thoroughly, fairly and promptly.

Know who you are dealing with

Please address your complaint and any subsequent queries you may have in connection with the complaint to our Compliance Officer: 

Shana Aleixo – shana.aleixo@buildwarranty.co.uk 

If you prefer to speak directly, you can reach us by phone at this number:

To help us understand the full details of your complaint, please provide us with as much detail as you can. Once you have submitted your complaint, you should receive an acknowledgment email and a request for any additional information.