At Cavanna Homes, we are committed to providing you with a high-quality service and a home that meets your expectations. Whilst we make our best efforts to achieve this, we do recognise that there are occasions when things don’t go to plan and you may be unhappy with the outcome. Should this happen, please do get in contact and allow us the opportunity to put things right. 

In the first instance, please direct your complaint to the Customer Service team, outlining as much detail about your concern as possible so that we can investigate it fully. You can reach the Customer Service team via the following methods:

You can expect a response from us in line with the below timescales:

Within 5 working days You will receive an acknowledgement and a complaint reference number 
Within 20 working days  You will receive a more detailed response, outlining timescales if we need more time to consider your complaint

The majority of complaints are resolved at this stage, but if you are unhappy with the way your complaint has been handled you can request for it to be escalated to the Head of Customer Service. 

If you disagree with the outcome of your complaint, you can open a dispute with either the Independent Dispute Resolution Scheme offered by the Consumer Code for Home Builders, or the Resolution Service provided by NHBC (or both). A dispute can be taken to the Independent Dispute Resolution Scheme at any point between 56 calendar days after making your complaint to us, and 12 months after we have issued our final response. 

Find more details about the NHBC resolution services at or call 0800 035 6422

Pre-Completion Complaints

If you are yet to complete on the purchase of your new Cavanna Homes, any complaints should be directed to the Sales Team on your development.

Consumer Code

We adhere to the Consumer Code for Home Builders, which is an industry-led scheme that sets out the standards and best practices for home builders and homebuyers. The Consumer Code covers the entire home-buying process, from pre-contract information and reservation agreements to after-sales service and dispute resolution. Find out more about our commitments here.