Pinpoint Information Ltd is registered with the Property Codes Compliance Board (PCCB) as a subscriber to the Search Code. The PCCB independently monitors how registered search firms maintain compliance with the Code.

The Search Code:

• provides protection for homebuyers, sellers, estate agents, conveyancers and mortgage lenders who rely on the information included in property search reports undertaken by subscribers on residential and commercial property within the United Kingdom
• sets out minimum standards which firms compiling and selling search reports have to meet
• promotes the best practice and quality standards within the industry for the benefit of consumers and property professionals
• enables consumers and property professionals to have confidence in firms which subscribe to the code, their products and services.

The Code’s core principles

Firms which subscribe to the Search Code will:

• display the Search Code logo prominently on their search reports
• act with integrity and carry out work with due skill, care and diligence
• at all times maintain adequate and appropriate insurance to protect consumers
• conduct business in an honest, fair and professional manner
• handle complaints speedily and fairly
• ensure that products and services comply with industry registration rules and standards and relevant laws
• monitor their compliance with the Code

What to do if you have a complaint

If you have a complaint about a search or any aspect of our service, please contact us as follows:
As soon as we receive your complaint

• We will acknowledge in writing within one working day of receipt. If your complaint was not made in writing, we will also confirm our understanding of the complaint made.
• We will try to resolve your complaint fully within 20 working days. If there are valid reasons why it may take longer to consider your complaint, we will keep you fully informed in writing (or via telephone or email if you prefer) and provide a final response within a maximum of 40 working days.
• We will also liaise, at your request, with anyone acting on your behalf.

After we have investigated your complaint

Once we have completed our investigation we will send you a final response about your complaint in writing, supported by reasons for our decision.

If you are not satisfied with our final response

If you are not satisfied with the final response or we have exceeded the response timescales, you may refer your complaint to The Property Ombudsman scheme (TPOs). This gives you access to an independent dispute resolution service that will make a fair and reasonable judgement of your complaint. The Ombudsman can award compensation of up to £5,000 if it finds that you have suffered actual financial loss and/or aggravation, distress or inconvenience as a result of us failing to keep to the Code.

TPO contact details:

We will co-operate fully with TPO whilst it investigates any complaint and will comply with any decision it makes.

If your complaint relates to insurance products

If your complaint is in relation to our insurance products you may refer your complaint to the Financial Ombudsman Service; who can be contacted at: Exchange Tower, Harbour Exchange, London E14 9SR.

If your complaint relates to a third party

If your complaint relates to a search or services carried out by a third party, we will make contact with them on your behalf and provide details of your complaint. We will confirm this to you in writing within 5 days of receipt of your complaint, and provide their contact details. They will be responsible for responding to you directly regarding your complaint.