admin@hwcsearches.co.uk

023 9283 1777

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Complaints Policy

1. Our Commitment

At HW Conveyancing Searches, we are committed to delivering a professional, accurate, and responsive service at all times.

We value long-standing relationships with our clients and aim to act as a trusted extension of your business. However, if something does not meet your expectations, we want to know so we can put it right quickly and fairly.

2. What is a Complaint?

A complaint is any expression of dissatisfaction, whether oral or written, about the service we have provided, including:

  • The quality or accuracy of a search
  • Delays or failure to meet agreed timescales
  • Communication or service standards
  • Billing or administrative issues

3. How to Make a Complaint

Complaints can be made using the following methods:

Email: admin@hwcsearches.co.uk
Telephone: 02392 831777
Post: HW Conveyancing Searches, The Tanneries, East Street, Titchfield, Fareham, PO14 4AR

To help us investigate efficiently, please include:

  • Your name and company
  • Property address (if applicable)
  • Order/reference number
  • Details of your concern
  • What outcome you are seeking

4. Our Complaints Procedure

Step 1 – Acknowledgement: We will acknowledge your complaint within 2 working days of receipt.
Step 2 – Investigation: Your complaint will be reviewed by a senior member of the team.
Step 3 – Response: We will provide a full written response within 10 working days.
Step 4 – Resolution: Where a complaint is upheld, we will take appropriate corrective action.

5. Escalation

If you are not satisfied with our response, you may request that your complaint is reviewed by a director. A final response will be provided within 10 working days.

6. Regulatory Compliance

HW Conveyancing Searches operates in accordance with the Search Code, monitored by the Property Codes Compliance Board (PCCB).

If you remain dissatisfied, you may refer your complaint to:

7. Continuous Improvement

All complaints are recorded and reviewed to improve service delivery and enhance client experience.

8. Confidentiality

All complaints will be handled in strict confidence and in accordance with data protection obligations.

9. Policy Review

This policy is reviewed regularly to ensure compliance with current regulations and best practice.