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
43-55 Milford Street
Wiltshire SP1 2BP
Tel: 01722 333306
Fax: 01722 332296
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
If you want to make a complaint, we will:
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
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: firstname.lastname@example.org). We will co-operate fully with the Ombudsman during an investigation and comply with his final decision