Consumer Complaints Procedure

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

• Email: ceo@propertysearchesdirect.co.uk
• Post: Property Searches Direct Limited, Waters Edge Riverside Close, Oundle, Peterborough PE8 4DN
• Phone: 0333 090 9187

Please provide:

• Your name and contact details
• The property address and order number relating to the search
• Details of the complaint

• 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.

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
Milford House, 43–55 Milford Street
Salisbury, Wiltshire SP1 2BP
Tel: 01722 333 306
Web: www.tpos.co.uk · Email: admin@tpos.co.uk

You can find more information about the Property Codes Compliance Board at propertycodes.org.uk. TPO offers a free, impartial and independent service to consumers.

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.