X-Press Legal Services
Complaints Procedure
With a pedigree of over 100k searches each year and an unblemished record for accurate and timely information X-Press Legal Services takes the business of reporting property related information very seriously.
With many of the reports that we provide we are reporting on data which is held by a third party (DATA HOLDER) where X-Press Legal Services collects (COLLECTER) and reports on the information (REPORTER).
Despite the high volume of searches that X-Press Legal Services completes each year complaints are rare. From time to time issues can arise where the results compiled by the REPORTER are disputed by the client or where the COLLECTOR misreports an element of the complex information to be captured. There is also a possibility that given that X-Press Legal Services does not hold the information errors could exist with the DATA HOLDER.
All complaints will be dealt with under the following procedure.
All complaints should be raised with the office where the order was placed. A complaint will normally be dealt with fully, in writing, within 20 working days of receipt. If we need more time, you will be kept fully informed by letter, telephone or email, as you prefer. You will receive a final response, in writing, at the very latest within 40 working days of receipt.
X-Press Legal Services will acknowledge all complaints within 5 working days of receipt.
We will liaise, at your request, with anyone acting formally on your behalf.
Where local authority reports are disputed a re-search will be completed, where possible in 5 working days.
Should the second report be consistent with the first X-Press Legal Services will not charge for the additional search.
Where a second search highlights differences in the information reported no charge will be made for either search and a compensatory payment of £30 may be made for the inconvenience caused.
Should the issue not be resolved at a local level the matter can be raised with Head Office;
Code Compliance Officer
X-Press Legal Services
10 Friars Ct
Rylands Street
Warrington
WA1 1EN
Tel: 01925 577377
E-mail: cco@x-presslegal.co.uk
If you are not satisfied with our final response, or if we exceed the response timescales, you may refer the complaint to The Property Ombudsman Scheme (TPOs): Tel: 01722 333306, E-mail admin@tpos.co.uk. We will co-operate fully with the Ombudsman during an investigation and comply with his final decision.
X-Press Legal Services will not accept responsibility for errors in reporting arising from incorrect data held by the DATA HOLDER
