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Complaints Procedure
Please put in writing any complaints to: Complaints Department, Hacienda Media & Property Services Ltd, PO Box 38770, London, E10 5YW.
Your complaint will be acknowledged in writing within five working days by Hacienda Media & Property Services Ltd and details of the complaint forwarded to the supplier of your Home Condition Report or Energy Performance Certificate where applicable.
A full written response will be provided within 21 days of receipt of a complaint after a full internal investigation has taken place.
Details and the complaint and the outcome will also be reported to The Building Research Establishment certification scheme to which Hacienda Media & Property Services Ltd belongs - BRE Certification (Home Inspector Certification Team), Garston, Watford, WD25 9XX.
Hacienda Media & Property Services Ltd will take part in any external investigations as outlined by the Supplier or the BRE Certification scheme.
Should you wish, your complaint can be referred to the BRE Certification Scheme who will appoint an independent mutually agreed third party to help to resolve the matter. The decision of this independent third party will be binding on Hacienda Media & Property Services and its Home Inspectors and Domestic Energy Assessors but not to you, the complainant, as you will still be entitled to your legal rights.
1. The Home Information Pack (HIP) is made up of legal documents, searches, the Energy Performance Certificate and optional Home Condition Report (Survey).
2. Hacienda Home Information Pack Solutions offers a completely flexible service that allows you to use your existing solicitor or estate agent to facilitate the sale of your property.
3. The Home Information Pack must be ordered before the property can be marketed for sale and the Energy Report attached to the property details.