We have a formal written complaints procedure for handling complaints speedily and fairly. All organisations who supply Home Information Packs have to comply to strict rules and I can confirm that we are subscribers to AHIPP (The Association of Home Information Pack Providers).

This Association in turn is registered with the Property Codes Compliance Board (PCCB) and maintain a register of organisations committed to operating within a certain standard of practice and to independently monitor compliance with the Codes.

This offers protection for home buyers, sellers, estate agents, conveyancers and mortgage lenders who rely on the information included in a Home Information Pack (HIP) provided on residential property within England & Wales. It sets out minimum standards which HIP Providers have to meet.

If you wish to make a complaint, it will be handled as follows:-

a. The complaint will be acknowledged within five working days of receipt.

b. Your complaint will be dealt with fully within four weeks of it’s receipt. If there are any valid reasons for the consideration taking longer, you will be kept fully informed in writing or via telephone or email and receive a response at the very latest within eight weeks.

c. A final decision will be via email.

If you are not satisfied with the final outcome, you may refer the complaint to the Independent Property Codes Adjudication Scheme and we will give you contact details.

We will co-operate fully with the Independent Adjudicator during the resolution investigation and comply with any decision.