Consumer information (Annex F)

This Annex includes prescribed information which must be provided by Registered Firms to their customers. 
Invasives Code Prescribed Consumer Information 
“Important Consumer Protection Information 
[Insert the firm's Name and Trading Name, postal address, phone number, fax number and e-mail address] is registered with the Property Codes Compliance Board (PCCB) as a subscriber to the Invasives Code. The PCCB independently monitors how registered search firms maintain compliance with the Code. 
The Invasives Code: 
• is a Code of Practice for Registered Firms that control, eradicate and advise on invasive non-native plant species
• provides protection for property owners, buyers, sellers, estate agents, conveyancers and mortgage lenders and other organisations who depend on members of the Invasive Non-Native Species Association (INNSA) to control and eradicate invasive non-native species
• refers to a set of minimum standards which members of INNSA must meet in controlling and eradicating invasive non-native species. These standards can be found here or in paper form on request
• 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 organisations which subscribe to the code, their products and services. 
Organisations providing services that control and eradicate non-native species must subscribe to the Code to be members INNSA. Code Subscribers must all be members of INNSA. The Property Codes Compliance Board maintains a register of all subscribing firms. You can check whether a firm subscribes to the Code by searching the Register or by looking for the Code logo on their web site and products. 
By giving you this information, the firm is confirming that they keep to the principles of the Code. This provides important protection for you. 
The Code's core principles 
Firms which subscribe to the Invasives Code will: 
• Display the Code logo prominently. 
• Act in an honest, diligent and professional manner. 
• At all times maintain adequate and appropriate insurance to protect consumers. 
• Provide products and/or services that are suited to the site-specific conditions. 
• Not sell sub-standard or inappropriate products or sevices, or those unsuited to their clients' requirements.
• Only accept work which they are competent to complete to the specified standard.
• Respect the confidentiality of information gained from clients
• Act in a courteous manner whilst on clients' property.
• Maintain compliance with UK legislation, guidance and best practice. 
• Handle complaints speedily and fairly. 
• Monitor their compliance with the Code. 
Complaints 
If you have a query or complaint, you should raise it directly with the firm, and if appropriate ask for any complaint to be considered under their formal internal complaints procedure. 
If you are a consumer (rather than a business customer) and remain dissatisfied with the firm's final response, after your complaint has been formally considered, or if the firm has exceeded the response timescales, you may refer your complaint for consideration under The Property Ombudsman scheme (TPOs). The Ombudsman can award compensation of up to £5,000 to you if he finds that you have suffered actual loss as a result of your search provider failing to keep to the Code. 
TPOs Contact Details:
The Property Ombudsman scheme
Milford House,
43-55 Milford Street,
Salisbury,
Wiltshire
SP1 2BP
Tel: 01722 333306
Fax: 01722 332296
Email: admin@tpos.co.uk

Please note that all queries or complaints should be directed to the firm in the first instance, not to TPOs or to the PCCB.

You can get more information about the PCCB from www.propertycodes.org.uk. 
You can get more information about INNSA and the Invasives Code at www.innsa.org