Complaints about an NFB member

The National Federation of Builders expects its members to maintain high standards of conduct and professionalism. Membership is subject to checks when a business joins and throughout its membership, and members must follow the NFB Code of Conduct. Where those standards may not have been met, the NFB takes complaints seriously and has a formal process for investigating the conduct of its members.

Check whether the contractor is an NFB member

Before completing the complaint form at the bottom of this page, search the NFB Member Directory and confirm that the contractor is a current member.

The NFB can only consider complaints about its members. If the contractor is not listed, we cannot investigate the complaint or intervene in the dispute. The NFB is a trade association and is not a consumer advice body.

If a contractor claims to be an NFB member or displays the NFB logo but does not appear in the directory, please call 03450 578 160 or email info@builders.org.uk.

If the contractor is not an NFB member

The NFB cannot consider your complaint, but you may wish to:

• Make a formal written complaint directly to the contractor. Explain the problem, state what you expect them to do and give a reasonable deadline for a response. Keep copies of contracts, quotations, invoices, photographs and correspondence.
• Contact the Citizens Advice consumer service. It can explain your consumer rights and refer relevant cases to Trading Standards.
• Check whether the contractor belongs to another trade association, warranty provider or dispute resolution scheme.
• Consider independent mediation. A mediator helps both parties try to reach an agreement but does not decide who is right.
• Obtain an independent report from a suitably qualified surveyor or construction professional if the dispute concerns the quality or safety of the work.

Choosing an NFB contractor

The NFB provides an online Find a Contractor service and guidance to help members of the public choose a suitable builder.

To maintain the NFB’s standards, businesses applying for membership must provide business and financial references, be VAT registered where applicable, hold insurance, and agree to follow the NFB Code of Conduct.

These requirements provide an additional level of assurance, but NFB membership is not a guarantee or warranty covering a member’s work.

What the NFB can do

Where a complaint is made about a member, the NFB can:

• Put the complaint to the member and request a response.
• Assist both parties in trying to resolve the matter.
• Investigate whether the member has breached the NFB Code of Conduct or membership requirements.
• Expel a member where the circumstances justify it.
• Tell the complainant the outcome of the NFB’s investigation.

The NFB cannot determine the technical rights and wrongs of a construction dispute, decide liability, award compensation, order remedial work or apportion blame. These decisions may require an independent expert, mediator, adjudicator, arbitrator or court. The NFB will not pay the costs of mediation, professional reports, legal advice, adjudication, arbitration or court proceedings.

Before submitting a complaint

You must first give the member a reasonable opportunity to respond to and resolve your complaint directly.

When completing the online form below, please provide a clear account of what happened, what you have already done to resolve it and the outcome you are seeking. You should also provide relevant supporting material, including:

• The contract, accepted quotation or estimate.
• Invoices and evidence of payments.
• Photographs of the work.
• Emails, letters or messages exchanged with the member.
• Any relevant reports or assessments.

Submitting complete and clearly organised information will help the NFB consider the complaint without unnecessary delay.

Complaints process

1. Acknowledgement and member response

When the NFB receives a completed complaint form, it will acknowledge receipt and send the complaint and relevant supporting information to the member concerned.

The member will normally be asked to respond within 14 days of receiving the information from the NFB. If no response is received, the NFB will issue a final reminder allowing a further seven days.

2. Attempt to resolve the complaint

Once the member’s response has been received, the complainant and the member will be encouraged to resolve the issues directly.

3. Mediation or other dispute resolution

If the complaint cannot be resolved directly, the parties may consider mediation. This involves an independent mediator helping both sides try to reach an agreement.

Both parties must agree to mediation. Charges will usually apply and must be met by the parties, not the NFB. The NFB will not take part in, fund or underwrite mediation or legal proceedings, although it may provide relevant evidence gathered during its investigation.

4. Closing the complaint

If the matter cannot be resolved and the parties do not agree to mediation or another appropriate form of dispute resolution, the NFB may close the complaint once its procedure has been exhausted.

Closing a complaint does not amount to a judgement by the NFB on the underlying contractual or technical dispute.

5. Membership action

Regardless of whether the dispute between the parties is resolved, the NFB may take action against a member where the complaint reveals that the member has:

• Breached the NFB’s Articles.
• Breached the Code of Conduct.
• Acted contrary to the interests of the NFB.

The NFB may suspend the member and terminate access to NFB services while the matter is considered. A suspended or expelled member must stop presenting itself as an NFB member and remove the NFB logo from its website, vehicles and publications. Falsely claiming membership of, or approval by, a trade association may amount to an unfair commercial practice under the Digital Markets, Competition and Consumers Act 2024. The member will have 30 days to appeal against the suspension in writing. If no appeal is received, or the appeal is unsuccessful, the member may be expelled from the NFB.

Submit a complaint

Use the online form below to make a complaint about a current NFB member. Please complete every required field and upload the supporting documents relevant to your complaint.