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:

The Code’s core principles

Firms which subscribe to the Search Code will:

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:
Phone: 0844 822 3960
Post: 1 Putney Bridge Approach, London SW6 3JD

As soon as we receive your complaint

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:
Post: The Property Ombudsman Scheme, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Phone: 01722 333306
Fax: 01722 332296

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.
Phone: 0800 023 4567

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.
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