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Raising an issue prior to moving home

In the event you have an issue, we ask that you let us know so that we may have the opportunity to resolve this for you. It is important that you follow the steps below in the order outlined to allow our trained teams to help you. 

Step 1: Speak to your Sales Consultant - Your first point of contact should be the Sales Consultant who organised your reservation. Our Sales Consultants have the support of the organisation to facilitate the resolution of client queries and issues. They are well trained on the company policy and procedures.

Step 2: Seeking Further Support - If your enquiry has not been resolved or you are not satisfied with the outcome, please contact our Sales Team at our Larbert Office: You will receive an acknowledgement within 5 calendar days and an owner assigned to deal with your issue. We aim to reach a conclusion on issues within 30 calendar days. 

Step 3: You remain dissatisfied - In the unlikely event that your issue remains unresolved, or you are unsatisfied with our response, you can raise a Formal Complaint. To do this, please speak to your contact to request a link to our online Formal Complaints form.  Please note that we will not be able to register your formal complaint unless you have completed steps 1 and 2 first. 

All Formal Complaints will be escalated to the Regional Director who has responsibility to resolve your Formal Complaint. We will manage all formal complaints in line with the New Homes Quality Code timescales as follows, however the date that you reserved your home will determine the independent resolution option that is open to you at the next step: 

  • Formal Complaints raised will be acknowledged within 5 calendar days.
  • Within 10 calendar days a path to resolution will be provided setting out how we intend to investigate the Formal Complaint.
  • The Formal Complaint will then be investigated, and a response will be provided within 30 days.

Step 4: Independent resolution - If the Formal Complaint is not resolved within 56 days, or you remain dissatisfied with our resolution following our Formal Complaints step, you can escalate your complaint with the New Homes Ombudsman Service. You can contact the New Homes Ombudsman via their website or by calling 0330 808 4286. For customers who reserved their home prior to May 2nd 2023, information on the Consumer Code for Home Builders and alternative independent resolution services can be found at