What to do if anything goes wrong

If you do encounter difficulties:

• Be realistic - Builders aren't mind readers, so if your project is not going to plan you must spell it out and explain what you do want.
• Talk to the 'main person' - Telling sub-contractors to change things mid-construction will not only cause problems within the team but also confuse everyone as to what it is you really want.

Remember, with an FMB MasterBond warranty you are automatically protected and should follow the procedure as laid down in the warranty.

• If your builder is a member of the FMB and you simply cannot resolve matters, then the FMB will advise you, the customer, and work with both parties to reach a solution.
• The FMB sets high standards that builders must meet in order to become members, and therefore takes any complaint against a member very seriously. All complaints are investigated fully and in the vast majority of cases, they are simply resolved through the intervention of the FMB. However, where that is not possible, the FMB will help with independent dispute resolution.
• The FMB complaints procedure has teeth. If members don't meet our standards they can be removed from the FMB register. If you have a complaint against a member of the FMB, then please follow the procedure below.
• To download a copy of the complaints form, click here. Please return this to the Regional Office. To find out the contact details of the Regional Office that covers your area, please click here. Please note that the form is stored in Adobe pdf format, for which you will need Acrobat Reader. If you do not have a copy of Acrobat Reader, you can click here to download a free copy of it.

Alternatively, there are other methods for resolving disputes

• Firstly, the FMB would always recommend trying to resolve any dispute outside the Courts.
• Alternative advice can be sought through www.consumerdirect.gov.uk, which provides practical help and advice for consumers across the UK in complaints about tradesmen.
• Another useful link is www.moneyclaim.gov.uk which is the Courts Service's online claim facility for both claimants and defendants.