Terrafirma are proud to be an Executive member of the Council of Property Search Organisations (CoPSO) and a subscriber to The Search Code, sitting under the Jurisdiction of the Property Codes Compliance Board.
We have been the driving force behind much improved market compliance in mining and ground risk assessment. All the services Terrafirma offer are built around a CoPSO compliance baseline and we take pride in our commitment to continually exceed this to provide only a market-leading standards.
Our membership allows you peace of mind that your searches follow a code designed to protect property sales and promotes the best practice and professional standards that we, here at Terrafirma, at proud to provide to our customers.
If you have a query or complaint about your search, you should raise it directly with the search firm, and if appropriate ask for any complaint to be considered under their formal internal complaints procedure. If you remain dissatisfied with the firm’s final response, after your complaint has been formally considered, or if the firm has exceeded the response timescales, you may refer your complaint for consideration under The Property Ombudsman scheme (TPOs). The Ombudsman can award up to £5,000 to you if the Ombudsman finds that you have suffered actual financial loss and/or aggravation, distress or inconvenience as a result of your search provider failing to keep to the Code.
Please note that all queries or complaints regarding your search should be directed to your search provider in the first instance, not to TPOs or to the PCCB. In the event, you would like to contact the TPO:
The Property Ombudsman scheme
43-55 Milford Street
Wiltshire SP1 2BP
Tel: 01722 333306
Fax: 01722 332296
You can get more information about the PCCB from: www.propertycodes.org.uk
Please ask us if you would like a copy of the search code.
Independent Dispute Resolution and Complaints Procedure
Complaints should be sent to:
FAO Senior Executive, Terrafirma, 2440 The Quadrant, Aztec West Business Park, Almondsbury, Bristol BS32 4AQ
Tel: 0330 900 7500
If you make a complaint and we are unable to resolve it to your satisfaction you may refer the complaint to The Property Ombudsman scheme (website: www.tpos.co.uk or email: firstname.lastname@example.org). We will co-operate fully with the Ombudsman during an investigation and comply with the Ombudsman’s final decision.
If you want to make a complaint, we will: