Contact Us
Select Page

Complaints Procedure

Information for Customers About Our Complaints Procedure

Searches UK Limited is registered with the Property Codes Compliance Board as a subscriber to the Search Code. In line with the Search Code, Searches UK identifies a complaint as “any verbal or written expression of dissatisfaction, whether justified or not”. A key commitment under the Code is that firms will handle any complaints both speedily and fairly.

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.

If you are not satisfied with our final response, or if we exceed the response timescales, you

may refer the complaint to The Property Ombudsman scheme (TPOs): Web: www.tpos.co.uk,

Tel: 01722 333306, E-mail: admin@tpos.co.uk.

We will co-operate fully with the Ombudsman during an investigation and comply with their final decision. In order to deal with any complaint speedily and effectively, please address any concerns or complaints to:

Kayleigh Elliott
Operations Manager
Searches UK Limited
Basepoint Business Centre,
Little High Street
Shoreham-by-Sea
BN43 5EG

Telephone: 01273 222785

Email: Kayleigh.elliott@searchesuk.co.uk

Complaints relating to insurance mediation services

If you have a complaint relating to insurance mediation services, you must contact Searches UK in the first instance: 

Searches UK Ltd 
Tel: 0800 043 1815  
Email: kayleigh.elliott@searchesuk.co.uk  

How we will handle your complaint 

We will deal with your complaint promptly and fairly. We will: 

  • acknowledge your complaint within 5 working days ofreceipt;
  • aim to investigate and provide our response within 20 working days of receipt. If we need more time, we will keep you fully informed in writing or via telephone or email, as you prefer.
  • liaise with anyone formally acting on yourbehalf, ifyou ask us to. 
  • Send you a final response on the complaint in writing, at the very latest within 40 working days of receipt.

Escalation to CLS  

If Searches UK is unable to resolve your complaint to your satisfaction, you must then contact CLS directly (as the principal firm responsible for the regulated activities carried on by Searches UK): 

CLS Property Insight Limited 
26 Kings Hill Avenue, West Malling, Kent ME19 4AE 
Tel: 01732 753910 
Email: complaints@clspropertyinsight.co.uk 

CLS will acknowledge the complaint within 5 working days and issue a final response within 40 working days of receipt of the complaint. If it is not in a position to do so, CLS will write to explain why and tell you that you may refer the matter to the Financial Ombudsman Service.  

Financial Ombudsman Service (FOS) 

If CLS cannot resolve your complaint to your satisfaction, you may refer your complaint to the Financial Ombudsman Service: 

Tel: 0800 023 4567 (or 0300 123 9123) 

Website: https://help.financial-ombudsman.org.uk/help  

Address: Exchange Tower, Harbour Exchange, London E14 9SR 

Share This