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Code of Practice for Search Retailers

Introduction

The Search Code provides protection for homebuyers, sellers, conveyancers and mortgage lenders, who rely on the information included in property search reports undertaken on residential property within the United Kingdom. It sets out minimum standards which organisations selling search reports compiled by other organisations have to meet. There are separate Codes for search compilers and retailers. Companies which both compile and retail searches must comply with both Codes. You can check whether an organisation subscribes to the Search Code by contacting the Property Codes Compliance Board.

Search Services

Search Reports

1.1 We will:

• Ensure that all our search services comply with this Code or adopt standards of practice and protection for the consumer comparable with those in this Code.
• Provide search reports which include the most up-to-date available information when compiled and an accurate report of the risks associated with the property.

Marketing

1.2 We will ensure that all literature, terms, conditions and advertisements relating to our services are clear, fair, reasonable and not misleading.

Charges

1.3 We will tell you the charges for any service before or when it is provided and at any time you ask. 

Queries

1.4 We will respond to queries raised on our search services within 5 working days in writing, via telephone or email, as you prefer. If you have a query on a specific search report, we will pass it to the search organisation and ensure that they respond to you within the same timescale.

2. Training

2.1 We will train our staff to sell property search reports with thoroughness and diligence, in line with the commitments set out in this Code.

3. Complaints

3.1 We have a formal written complaints procedure for handling complaints speedily and fairly and we will tell you what this is.  If you wish to make a complaint about our services, it will be handled as follows:

• The complaint will be acknowledged within 5 working days of its receipt.
• A complaint will normally be dealt with fully within 4 weeks of the date of its receipt. If there are valid reasons for the consideration taking longer, you will be kept fully 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.
• 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 fully with the independent adjudicator during the consideration of a complaint and comply with any decision.

4. Insurance

4.1 We will at all times maintain adequate and appropriate insurance to protect you, as prescribed by the Property Codes Compliance Board in consultation with the search industry. 

5. Monitoring and Compliance

Compliance officer

5.1 We have a Code Compliance Officer and our internal auditing procedures monitor compliance with the Code.

Property Codes Compliance Board (PCCB)

5.2 The Code is monitored and enforced by the Property Codes Compliance Board, which is an independent body funded by registered firms. Its Board comprises representatives of search companies, lenders, conveyancers and has a majority of public interest members.  The address is:
 
The Property Codes Compliance Board
212 Piccadilly
London W1J 9HG

5.3 Complaints concerning the general operation of the Code can be made to the PCCB.

Statement of Compliance

5.4 We will complete a Statement of Compliance every year, which is signed by our senior executive and sent to the Property Codes Compliance Board.

Complying with the law and industry standards

5.5 We will act with integrity and ensure that all our search services comply with relevant laws and regulations, as well as industry standards specified by the Property Codes Compliance Board.

6.  Review of the Search Code

6.1 This Search Code will be reviewed at regular intervals with key industry bodies, to ensure best practice in search ordering, processing and delivery.

First Edition: 29 September 2006

Published by the Council of Property Search Organisations