What to do if you have a complaint
If you have a complaint about a search or any aspect of our service, please contact us as follows:
As soon as we receive your complaint
After we have investigated your complaint
Once we have completed our investigation we will send you a final response about your complaint in writing, supported by reasons for our decision.
If you are not satisfied with our final response
If you are not satisfied with the final response or we have exceeded the response timescales, you may refer your complaint to The Property Ombudsman scheme (TPOs). This gives you access to an independent dispute resolution service that will make a fair and reasonable judgement of your complaint. The Ombudsman can award compensation of up to £5,000 if it finds that you have suffered actual financial loss and/or aggravation, distress or inconvenience as a result of us failing to keep to the Code.
TPO contact details:
Post: The Property Ombudsman Scheme, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Phone: 01722 333306
Fax: 01722 332296
We will co-operate fully with TPO whilst it investigates any complaint and will comply with any decision it makes.
If your complaint relates to a third party
If your complaint relates to a search or services carried out by a third party, we will make contact with them on your behalf and provide details of your complaint. We will confirm this to you in writing within 5 days of receipt of your complaint, and provide their contact details. They will be responsible for responding to you directly regarding your complaint.