Customers are at the centre of our business and customer satisfaction is important to us. We are committed to ensuring that our clients and their customers are treated fairly and are provided with the best quality service. In 2015, 96% of our customers rated our service as good to excellent.

Our dedicated customer services team are here to help and will always provide information that is clear, concise and jargon free. Our promise to you is that we will treat you as an individual, offering you a personal service as we want to get to know our customers and how we can make life as easy for them as possible – after all, whether you are buying, selling or remortgaging a property, it can be a stressful time.


Frequently asked questions

If you have a general enquiry, before calling or emailing us, why not try searching our frequently asked questions document to help assist in finding the answer.



When you register for TrackMyCase it will allow you to leave feedback about our service or send us a message. Our customer service team will respond to your message within 48 hours. Click here to access Track My Case.

Complaints process

We understand that sometimes, things can go wrong. If this happens, we have made it easy for you to contact us so we are able to listen to your concerns and address them in a sympathetic and positive way, providing you with excellent customer service at all times.

If we can’t resolve your query immediately, we will acknowledge your complaint within 24 hours.

We aim to resolve all complaints within 20 days, keeping you fully informed throughout the process. If, for any reason there is a delay we will let you know.

For full details of our complaints procedure, click here.