Complaints Procedure

At NHB UK, we understand that issues can arise. When they do, we are dedicated to resolving them efficiently and effectively. We encourage open communication and work closely with our clients to find satisfactory solutions. As members of the Property Ombudsman, we always adhere to their code of practice.

“How We Handle Your Complaints”

This policy outlines the steps we take to address any complaints received. It aligns with the Property Ombudsman’s requirements and is designed to provide a clear and transparent process for resolving issues internally before escalating to an external body.

1. Submitting a Complaint:

• Please submit your complaint in writing via email (E: info@nhbuk.com) OR via post to our registered office address: 27 Old Gloucester Street, London WC1N 3AX

2. Acknowledgment:

• We will acknowledge receipt of your complaint within 3 working days.

3. Initial Response:

• You will receive a written response to your complaint within 10 working days.

4. Further Review:

• If you are not satisfied with our initial response, you can request a further review of your complaint.

5. Final Response:

• We will issue a final response to your complaint following the review.

6. Escalation to the Property Ombudsman:

• If you remain dissatisfied with our final response, you have the right to escalate your complaint to the Property Ombudsman.

7. Questions?

• For any questions about our complaints procedure or any other aspect of our services, please contact us at info@nhbuk.com