Complaints Procedure





Complaints Procedure

Surefire will commit to handle any complaints both promptly and fairly.

 

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 timescales, you may refer your complaint for consideration under The Property Ombudsman scheme (TPOs). The Ombudsman can award compensation of up to £5,000 to you if he finds that you have suffered actual loss 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.

 

TPOs Contact Details:

The Property Ombudsman scheme

Milford House

43-55 Milford Street

Salisbury

Wiltshire SP1 2BP

Tel: 01722 333306

Fax: 01722 332296

Email: admin@tpos.co.uk

 

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

 

PLEASE ASK YOUR SEARCH PROVIDER IF YOU WOULD LIKE A COPY OF THE SEARCH CODE

 

COMPLAINTS PROCEDURE

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:

Mrs. Shayna L. Dawe, Customer Services, Surefire Searches.

8 South Avenue, Yate, Bristol, South Gloucestershire BS37 5JA

Tel:  01454 300 015

Email: shayna@surefiresearches.co.uk

 

If you make a complaint and we are unable to resolve it to your satisfaction you may refer the complaint to The Property Ombudsman scheme (website:  www.tpos.co.uk or email: admin@tpos.co.uk). We will co-operate fully with the Ombudsman during an investigation and comply with his final decision

 



   

         

       



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