Discover the principles and service standards that guide how we support you and your business.

Supporting you at every stage

At SafeMove, we understand that precision, efficiency and reliable support are essential to a successful property transaction.

Our Customer Commitment sets out the experience you can expect whenever you work with us. It is built around three core principles: Ease, Care and Value. Together, they guide how we support our customers, respond to queries and deliver accurate, reliable property search services.

Ease: we make it easy for you

We want every interaction with SafeMove to feel straightforward and effortless, allowing you to focus on supporting your clients.

We continually review our platforms and processes to make them as clear, connected and easy to use as possible. Our team provides support tailored to your needs, communicates clearly and does what it says it will do, including calling you back when promised.

Care: we show we care in every interaction

Great customer service means taking ownership, paying attention to the details and being there when you need us.

Our experienced team takes personal responsibility for your queries and provides expert support you can rely on. We will seek to understand your individual needs, respond quickly and keep you informed, helping you feel valued at every stage.

Value: we add value to your business

Value is about more than price. It means delivering an accurate, dependable service that supports your business and helps property transactions progress smoothly.

We are committed to getting things right first time, maintaining consistently high standards and learning from your feedback. By listening to our customers and continually improving, we can provide a service that meets your needs and delivers value across every transaction.

Our service standards

Our Customer Commitment is supported by clear standards that help us deliver a responsive, knowledgeable and accountable service.

Speed and efficiency

We aim to return all CON29DW Drainage and Water search reports within 24 hours. Where a query arises, we will first use our internal resources to try to resolve it, helping to reduce unnecessary requests for further information and saving you time.

Cancellation requests for SafeMove CON29DW Residential and Commercial reports will be actioned within 24 hours of the order at no additional charge, even where the report has already been completed. Cancellations for products supplied by a third party will also be actioned within 24 hours of the order, subject to the supplier’s discretion.

Specialist support and knowledge

You will be supported by an allocated Customer Relationship Manager and a team of experienced Search Advisors who understand your business needs.

We will also help you stay informed by providing regular training opportunities covering topics relevant to the conveyancing sector.

Accountability and advocacy

If you have a complaint about one of our CON29DW reports, you will have access to a robust and fair complaints process, further supported by The Property Ombudsman (TPO).

If an issue relates to a third-party search product purchased through SafeMove, we will act as a neutral mediator and facilitator, helping you work towards a resolution with the supplier.

Download a PDF version of our Service Standards and Customer Commitment here.

Have a question or want to share your feedback? Get in touch with our team.