Complaints Procedure

We aim to deliver a high level of service to our customers throughout the sales process, in the construction of your new home and in meeting our after sales obligations.

We do however appreciate that on occasion things can go wrong or you may feel unhappy with our level of service. If that happens, we want to investigate the issue and have the opportunity to resolve it.

We have in place a Complaints Procedure which we require you to follow to allow us to deal with your complaint efficiently.

Complaints about any matter related to the Sales Process.

1. Please raise complaint in the first instance with your Sales Representative.

2. If following consideration by your Sales Representative your complaint has not been resolved to your satisfaction, please provide full details of your complaint in writing and send it to our Customer Care Department either :-

by e-mail to customercare@merchanthomes.co.uk or

by post to Merchant Homes Partnerships Limited
                  Merchant House
                  Watermark Business Park
                  365 Govan Road
                  Glasgow
                  G51 2SE.

We will acknowledge your complaint within 3 working days of receipt and endeavour let you have our response within 15 working days of receipt. If we think it will take longer to investigate and respond to your complaint, we will tell you the reason for the delay and the timescale within which we can respond.

3. If after consideration by our Customer Care Department you are still not satisfied that your complaint has been resolved, please write to the Managing Director at :-

  Merchant Homes Partnerships Limited
                  Merchant House
                  Watermark Business Park
                  365 Govan Road
                  Glasgow
                  G51 2SE.

We will acknowledge your complaint within 3 working days of receipt and endeavour let you have our response within 15 working day of receipt. If we think it will take longer to investigate and respond to your complaint, we will tell you the reason for the delay and the timescale within which we can respond.

Complaints relating to the construction of your new home.

1. Please provide full details of your complaint in writing and send it to our Customer Care Department either :-

by e-mail to customercare@merchanthomes.co.uk or

2. If after consideration by our Customer Care Department you are still not satisfied that your complaint has been resolved, please write to the Managing Director at :-

  Merchant Homes Partnerships Limited
                  Merchant House
                  Watermark Business Park
                  365 Govan Road
                  Glasgow
                  G51 2SE.

We hope that your complaint will be resolved satisfactorily through our complaints procedure but if you still remain dissatisfied then you are entitled to 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 Dispute Resolution Scheme does not affect your normal legal rights

A copy of the Consumer Code for Homebuilders and further information on the independent resolution scheme is available at www.consumercodeforhomebuilders.com.

Where a dispute arises in relation to any work which may be required under the builder warranty, the New Home Warranty provider provides a resolution service to help resolve such disputes and you should refer to your New Home Warranty provider for details and advice. If appropriate, the New Home Warranty provider may refer the matter to the Independent Dispute Resolution Scheme.

We will co-operate with appropriately qualified professional advisors you have appointed to help resolve disputes.