Last home loan though Standard Bank

I recently bought a new property (newly built), and the home loan for this property is though Standard Bank (I'm a first time Standard Bank customer). Firstly, Standard Bank sent an inspector to the property, and the inspector did not identify a multitude of errors made by the builder (do not understand how this can be, as there needs to be standard checklists, etc. that should be used). The is highly questionable. Once I move in to the property, I noticed a bunch of issues with the property, which I raised with the builder. The builder is not responding to my requests, and other people in the complex/estate. We are currently trying to address this though the NHRBC. We have owners, who have home loans though other banks, where their banks are assisting in this process. When I contacted Standard Bank, I was told you are not able to do anything, I need to follow the NHRBC process. Owners who use ABSA bank are getting a completely different service, as the bank are actively assisting their clients. We are multiple Standard Bank customers, and none of use get the same service as the ABSA customer. I do not understand that this bank's inspector/s do not pick up visible issues at a newly built property, secondly not getting the same level of service that clients from other banks (specifically ABSA in this case) are receiving. Lesson learned