Our Complaints Procedure
If you have a query or complaint about your search, you should raise it directly with the search firm, and if appropriate ask for any complaint to be considered under their formal internal complaints procedure. If you remain dissatisfied with the firm’s final response, after your complaint has been formally considered, or if the firm has exceeded the response timescale you may refer your complaint for consideration under The Property Ombudsman scheme (TPOs). The Ombudsman can award compensation of up to £5000 to you if The Ombudsman finds that you have suffered actual financial loss and/or aggravation, distress or inconvenience as a result of your search provider failing to keep to the Code.
Please note that all queries or complaints regarding your search should be directed to your search provider in the first instance, not to TPOs or to the PCCB.
If you want to make a complaint, we will:
- Acknowledge it within 5 working days of receipt.
- Normally deal with it fully and provide a final response, in writing, within 20 working days of receipt.
- Keep you informed by letter, telephone or e-mail, as you prefer, if we need more time.
- Provide a final response, in writing, at the latest within 40 working days of receipt.
- Liaise, at your request, with anyone acting formally on your behalf.
Complaints should be sent to: Teresa Hinde, Code Compliance Officer, Scout Legal Services,
Unit 8a Vicarage Lane, Rear of 8 Vale View, Bowdon, Altrincham, Cheshire, WA14 3BD
Tel: 0161 929 6936. Email: firstname.lastname@example.org
INDEPENDENT DISPUTE RESOLUTION
If you are not satisfied with our final response to any complaint, or if we exceed the response timescales, you may refer the complaint to The Property Ombudsman scheme (website: www.tpos.co.uk email: email@example.com)
The Property Ombudsman Scheme
43-55 Milford Street,
Wiltshire, SP1 2BP
Telephone: 01722 333306
Facsimile: 01722 332296
We will co-operate fully with the Ombudsman during any investigation and comply with his final decision.
Scout Legal Services is registered with the Property Codes Compliance Board as a subscriber to the Search Code and is an affiliate member of the Council of Property Search Organisations (COPSO). In providing search reports and services Scout Legal Services will comply with the Search Code