Complaints Procedure

Tell us first

Most problems are resolved quickly once someone looks at them properly. Please contact us in the first instance:

• By email to info@janehaysearches.com, marking it 'Complaint'
• By telephone on 0151 652 4184
• In writing to Jane Hay Limited, 47 Hamilton Square, Birkenhead, Wirral CH41 5AR

Please give us the property address, your reference, the date of the search, and a description of what has gone wrong.

What happens next

1. We will acknowledge your complaint in writing within five working days.
2. We will investigate it and give you a written response, normally within 20 working days of the acknowledgement. If we need longer, we will tell you why and when to expect a reply.
3. Our response will explain what we found, what we propose to do, and what to do next if you remain unhappy.

If you are still not satisfied

You may refer your complaint to The Property Ombudsman, which provides free, independent redress. You do not need our agreement to do so.

The Property Ombudsman, Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP. Telephone 01722 333306. Website tpos.co.uk.

You should normally refer a complaint to the Ombudsman within 12 months of our final response, and after you have given us the chance to resolve it first.

The Search Code

We subscribe to the Search Code, which is monitored by the Property Codes Compliance Board. The Code requires us to handle complaints promptly and fairly, and to a published procedure — this one.

Last updated 4 September 2026.