Complaints Procedure

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We would love to help you.
Your happiness as a customer is important to us.

You will be looked after by our Construction and Customer Care teams. We encourage you to contact them should you have any concerns with regard to your new home journey. Our aim is that you are highly satisfied with the full service provided by our teams.

We endeavour to provide all our customers with a high standard of service and a quality new home. If you are unhappy with our service or the standard of your new home please contact your Sales Representative or our Customer Service Department as appropriate.

If you are not satisfied with our response and wish to make a complaint, please write to the Managing Director at Robertson House, Castle Business Park, Stirling FK9 4TZ . We will acknowledge your complaint within 3 working days of receipt and notify you of our response within 10 working days, or if longer, the reason for the delay and the timeframe in which we can respond.

If after exhausting our complaints procedure you still remain dissatisfied, then you may refer your complaint for independent resolution under the Consumer Code for Homebuilders. You should contact your home warranty provider and obtain an application form from them. The use of the Consumer Code independent resolution scheme does not affect your normal legal rights.

A copy of the Consumer Code for Homebuilders and further information is available below:

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