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Consumer Complaints Procedure

Property Searches Direct Limited is committed to providing an excellent service. However, if something goes wrong, we want to resolve it quickly and fairly.

1. How to Make a Complaint

If you are unhappy with any part of our service or the searches provided, please contact us as soon as possible:

Please provide:

  • Your name and contact details

  • The property address and order number relating to the search

  • Details of the complaint

2. Our Complaints Process

  • Acknowledgement: We will acknowledge your complaint within 5 working days.

  • Investigation: We will review your complaint fully and fairly, which may include contacting relevant third parties.

  • Final Response: We will send a written Final Response within 20 working days of receiving your complaint. If this is not possible, we will explain why and let you know when you can expect a response.

3. If You Remain Dissatisfied

If you are not satisfied with our Final Response, you have the right to refer your complaint to The Property Ombudsman (TPO) within 12 months of our final response letter.

The Property Ombudsman (TPO)

 

TPOs Contact Details:

The Property Ombudsman scheme Milford House
43-55 Milford Street
Salisbury 

Wiltshire SP1 2BP
Tel: 01722 333306
Fax: 01722 332296
Web site: www.tpos.co.uk Email: admin@tpos.co.uk

You can get more information about the PCCB from www.propertycodes.org.uk.

TPO offers a free, impartial, and independent service to consumers.

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4. Compliance

We adhere to the Search Code as monitored by the Property Codes Compliance Board (PCCB) and follow the requirements for complaint handling under that Code.

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