HIP Complaint Procedure

Property Search Network has a formal written complaints procedure for handling complaints speedily and fairly.  If you wish to make a complaint it will be handled as follows:

• The complaint will be acknowledged within 5 days of receipt
• A complaint will normally be dealt with fully within 4 weeks of its receipt.  If there are valid reasons for the consideration taking longer, you will be informed in writing or via telephone or email as you prefer and receive a response at the very latest within 8 weeks.
• At your request, we will liaise with counselling organisations acting on your behalf.
• A final decision will be in writing or via email as appropriate
• 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 with the independent adjudicator during the resolution investigation and comply with any decision.