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Complaints Procedure...

Complaints Procedure

We hope you never need to complain but if you do here's the procedure you should follow.

Safe-Move Complaints Procedure.

If you have a query or issue regarding either the provision or the content of our CON29DW Drainage and Water search, you should contact us in the first instance. We have put in place procedures to ensure that customers receive support in the event of any complaint. We offer a staged, robust and uniformly efficient complaints process. We aim to provide a high standard of service and to treat you with courtesy and fairness at all times. We welcome any comments you may have and always try to answer queries and resolve complaints quickly and in full.

Step 1

Formal complaints can be made via the telephone, in writing or via email. We’ll investigate your complaint and try to resolve it fully. If your complaint is fair, we’ll say sorry and do everything to put things right as soon as possible.

Our contact details are:

SafeMove

PO Box 99

Bradford

BD3 7YB

free phone 0800 1 385 385

e mail: safemove@yorkshirewater.com

 

If you have raised a complaint you can expect the following as a minimum standard from us:     

  • We will listen to your complaint and do our best to resolve it immediately.   
  • If we cannot resolve it at the time, we will record the details of your complaint and we will investigate and contact you within 5 working days. We will confirm our response in writing if you request it. 
  • If we fail to provide you with a response within 5 working days will pay you £50.00 regardless of the outcome of your complaint.
  • On occasions your complaint may require more detailed investigation. In these instances we will keep you informed of our progress and will let you know the date you can expect a response.
  • If you want us to liaise with a third party on your behalf, just let us know.

 

If we consider the complaint to be justified, you can expect the following from us:

  •  We will refund your search fee.
  •  We will provide you with a revised search and undertake action within our control to put things right in line with the products terms and conditions.
  •  You will be kept informed of any actions required.

 

Step 2

Once you have our response, if you are not satisfied with the outcome, or the way we’ve handled it, you can ask for the issue to be reviewed. If this is the case you should write to us without delay, explaining why you remain dissatisfied and what action you would like us to take.

The review will be independent of the original investigations and may overturn the previous decision if appropriate and We’ll let you know the outcome, in writing, within 10 working days.

Step 3

If we cannot resolve your complaint, have failed to comply with the complaints procedure, or you remain dissatisfied with the output of the review you can refer the matter to The Property Ombudsman Scheme (TPOs).  You can obtain further information by visiting www.tpos.co.uk or by e-mailing admin@tpos.co.uk.