Complaints

At STL we aim to provide the best possible service, but recognise that there are times when things go wrong. We take any complaints extremely seriously and are committed to handling them speedily and fairly. We value the opportunity to put things right, and to improve our service.

What to do if you have a complaint

If you have a complaint about a search or any aspect of our service, please contact us as follows:

Contact: Julia Nightingale, Head of Strategic Partnerships

Post: STL Group Ltd, Orion Gate, 1st Floor, Guildford Road, Woking, Surrey GU22 7NJ

DX: 148060, Woking 12

Email: info@stlgroup.co.uk

Phone: 01483 715355

Fax: 01483 728932

As soon as we receive your complaint, we will:

  • Acknowledge it in writing within five working days of receipt. If your complaint was not made in writing, we will also confirm our understanding of the complaint you have made.
  • Normally deal with it fully and provide a final response, in writing, within 20 working days of receipt.
  • Keep you informed by letter, telephone or email, as you prefer, if we need more time.
  • Liaise, at your request, with anyone acting formally on your behalf.
  • Provide a final response, in writing, at the latest within 40 working days of receipt

If you are not satisfied with the final response or if we exceed the above timescales, you may refer your complaint to The Property Ombudsman scheme (TPOs).  We will co-operate with TPOs during an investigation and comply with any decision the Ombudsman makes.

TPOs contact details:

Post: The Property Ombudsman Scheme, Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Phone: 01722 333306

Fax: 01722 332296

Email: admin@tpos.co.uk

Web: www.tpos.co.uk

If your complaint relates to a search or services carried out by a third party, we will:

  • make contact with them on your behalf and provide details of your complaint
  • confirm this to you in writing within 5 days of receipt of your complaint, and provide their contact details

Whilst the third party will respond to you directly regarding your complaint, we will pursue it with them as necessary on your behalf.

If your complaint is in relation to our insurance products:

If your complaint is in relation to our insurance products, you may refer your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service contact details:

Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR

Phone: 020 7964 1000

Fax: 020 7964 1001

Email: complaint.info@financial-ombudsman.org.uk