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Complaint Procedure

Our Aim

Our aim is to provide you with a quality new home, built on time, accompanied by excellent service through every stage of your home buying process, including after you have moved in. Our Customer Charter sets out our service standards.

We acknowledge that sometimes things may go wrong or fall below expectations. If so, we ask you to bring them to our attention, so that we can respond to you and learn from it.

We take complaints very seriously and will strive to resolve matters swiftly and efficiently through our complaints procedure.


Our Process and who to contact

Should you wish to make a complaint please follow the process below.

Our dedicated in-house Customer Service team are best-placed to provide guidance and resolve the majority of matters. In the first instance complaints should be addressed to the Customer Service team by:

Telephone: 020 8023 7092


Or letter to:
50 Lancaster Road,


Response Timescales

Upon receipt we will acknowledge your complaint within 3 working days and in most cases should respond fully within 10 working days. We will fully investigate the complaint and as a result may need further information from you. We will endeavour to keep you updated of progress and should closure look likely to extend beyond 15 days will advise you of the timescale and reason for this.



In the event that you are unhappy with the Customer Service team response we would ask that you escalate the matter to our Customer Service Director using the same contact details as above or the main head office telephone number 020 8366 1271. The same response timescales will apply.

Finally, if you are still not satisfied with the Customer Service Director’s response, please refer your complaint for further review to our Executive Chairman by letter or email



In all instances please provide as much information as you can with your complaint and most importantly your full details including contact telephone number and property address.


Further Assistance

If you are the home owner and remain dissatisfied with the final outcome of your complaint, your new home is covered by a warranty which is normally provided by the NHBC.

Full details of the NHBC warranty can be found at and details of your policy are provided directly to you by the NHBC shortly after completion.

Where appropriate, you may also refer your complaint to the Consumer Code Independent Dispute Resolution Scheme Your legal rights are not affected by this process.

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