Your Custom is Important to us

Home Purchase And Related Customer Service

During your home purchase, you will be looked after by our Construction, Sales and Marketing and Customer Care teams. We encourage you to contact them should you have any concerns regarding your new home journey. 

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 our customer care department by email on customerservice@urbanunionltd.co.uk or by phone using 0141 530 4000 in the first instance.

If you are not satisfied with our response and wish to make a complaint, please write to Complaints at Urban Union, 3 Robroyston Oval, Glasgow G33 1AP or email info@urbanunionltd.co.uk.  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 here. 

Other Matters

If you are unhappy with any aspect of our service that is not related to a new home purchase contact us directly by email at info@urbanunionltd.co.uk or by phone using 0141 530 4000 in the first instance.

Should you not be satisfied with our response and wish to make a complaint, please write to Complaints at Urban Union, 3 Robroyston Oval, Glasgow G33 1AP or email  info@urbanunionltd.co.uk.  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.

Again, if after following our complaints procedure you still remain dissatisfied, then you may request that the matter is escalated as appropriate.