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
Phone: 01483 715355
Fax: 01483 728932
As soon as we receive your complaint, we will:
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
If your complaint relates to a search or services carried out by a third party, we will:
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