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.
Where complaints arise from COLLECTOR or REPORTER error the following procedure is in place.
- All complaints should be raised with the office where the order was placed. 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 and receive a response at the very latest within 8 weeks.
- X-Press Legal Services will respond to all complaints within 5 working days
- 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
WA1 1EN
If you are not satisfied with the final outcome, you may refer the complaint to the Independent Property Codes Adjudication Scheme www.propertycodes.org.uk/ipcas/ . We will co-operate fully with the independent adjudicator during the consideration of a complaint and comply with any decision.
X-Press Legal Services will not accept responsibility for errors in reporting arising from incorrect data held by the DATA HOLDER.
