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Complaints Policy

Our Complaints Policy

Tantallon Homes work tirelessly to provide distinctive homes for their customers, so they can live the life they want. Our mission is to listen to our customers and provide the best design, quality and ongoing service, taking on board all comments and communication received. Our homes benefit from a two-year Tantallon Homes warranty and a 10-year insurance backed warranty and we welcome an open dialogue from our customers.

However, there may be some occasions when we do not live up to expectations, if this happens, we pledge to do everything possible to resolve issues quickly. We have a clear Customer Complaints Policy in place to ensure concerns can be addressed effectively.

Customer Complaints Policy

Sales Executive

Your first point of contact to raise any issues about the service you have received or the standard of your new home.


If you are not satisfied with the initial response, please send a letter of your complaint addressed to the head of the business. Details of which can be found online on our Contact page. We will acknowledge your complaint within 3 working days of receipt and give you a formal response within 20 working days.

Independent Resolution

If we are still unable to resolve issues to your satisfaction, you can refer your complaint to your Home Warranty provider who will guide you through the procedure available to you.