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All Enquiries and appointments to view:
Rettie, Melrose office. Tel 01896 824070

Customer Charter

At Mercat Cross we are dedicated to providing our new home buyers with the highest standards of customer service. We welcome the implementation of the Consumer Code for Home Builders and are happy to include its requirements in our Customer Charter.

Accordingly, we make the following commitments to you in our Customer Charter:

  1. We will provide you with a copy of our Customer Charter upon request along with a copy of the Consumer Code for Home Builders.
  2. When you buy a home from us, on completion of the Reservation process, you will receive a copy of the Customer Charter and a copy of the Consumer Code for Home Builders.
  3. The Customer Code for Home Builders is available for you to view on our website, www.mercatcross.co.uk , or at www.consumercodeforhomebuilders.com from whom further information is also available.
  4. We have procedures to ensure that the standards and commitments set out in this Customer Charter and Consumer Code are met consistently. We will meet you to explain the process of buying a property from us. The Home Information Pack, which you will receive on taking possession of your new home, will give you the information you need to use your home fully.
  5. We will provide you with detailed information to ensure that you can make an informed decision prior to making a binding commitment to buying a property.

    6. This information will be clear, fair and reliable and will include:

    • A written Reservation agreement
    • An explanation of the new homes warranty cover
    • A description of any management services and charges to which you will be committed, and an estimate of their costs

    On or before reservation of a property, you should appoint your own professional legal advisor to carry out the legal formalities of your purchase of the property and to ensure your interests are best represented. All legal formalities will be conducted under Scots law.

  6. Our staff have received training to enable them to fulfil the commitments made to you in this Customer Charter and the Consumer Code and to understand our responsibilities to you.
  7. Our advertising and marketing will be clear and honest.
  8. We will advise you of:
    • Who to contact at every stage of your purchase
    • How we will deal with your questions
    • Any relevant choices and options you can consider

    If your property is still under construction, we will also provide you with:

    • A brochure or plan reliably showing the layout, appearance and plot position of the property
    • A list of the property’s contents; eg white goods, carpets, etc.
    • The standards to which the property is being built

  9. We will inform you of the health and safety precautions to undertake when visiting a development site under construction or living on a site where building work is ongoing. At handover, we will provide you with the Home Information Pack for the property which contains the health and safety information required.
  10. Our Reservation Form and Standard Missives clearly set out our terms and conditions for purchasing a property, both of which comply with the Consumer Code for Home Builders.
  11. We will explain how your contract deposits are protected and how any other pre-payments are dealt with.
  12. We will advise you clearly of your cancellation rights and rights to a refund of any deposit and reservation fees.
  13. We will give you reliable information regarding the timing of construction, date of entry (in England “legal completion”) and handover of the property. Once the date of entry has been agreed we will ensure that transfer of ownership to you takes place and you will receive a demonstration of the functions and facilities of your new home.
  14. We will give you information about the independent third-party warranty provided with your new home and any other warranties or guarantees provided.
  15. We will inform you of our complaints handling procedures including the availability of any services that may help resolve complaints about warranties. We will deal with any complaints within a reasonable timescale and keep you informed about the actions being taken to resolve them. Should there be a disagreement, you may refer the matter to the warranty body and we will always honour the independent findings of the arbitration service provided by the warranty body. Where appropriate, the warranty provider may refer you to the Independent Dispute Resolution Service operated as part of the Customer Code for Home Builders. Your normal legal rights are not affected by these processes.
  16. We will co-operate with appropriately qualified personal advisors you have appointed to help resolve disputes.

We always aim to be helpful and professional in our relationship with our customers. We will always endeavour to resolve any complaints promptly and efficiently. If you feel you have not received the level of service expected, and to which we are committed, please write, in the first instance, to:

Mercat Cross (WH) Ltd,
Director Customer Services,
6 Manor Place, Edinburgh EH3 7DD.