Complaints

If you're unhappy with Stamp, tell us and we'll put it right where we can. We aim to acknowledge every complaint within 3 working days and give a full answer within 15 working days.

Who this page is for

Anyone who uses Stamp: homebuyers, firms, panel advisers and website visitors.

Is your complaint about us, or about someone else?

• The Stamp check, your result, a payment or refund from us (including a payment or refund of an adviser's fee you paid through Stamp), our website, or how we've treated you: complain to us, using this procedure.
• How we've used your personal information: complain to us, using this procedure. We deal with it as a data protection complaint (see below).
• Advice from a tax adviser you chose from our panel: complain to the adviser's firm, under its own complaints procedure. Its details are in its terms of engagement. If it doesn't resolve your complaint, you may be able to go to its professional body. Tell us as well, because we monitor the quality of our panel.
• Your conveyancer or mortgage broker: complain to that firm, under its own complaints procedure.

How to complain to us

• Email support@stamp.expert with "Complaint" in the subject line
• Phone 020 7843 3777
• Write to Stamp Expert Limited, Oru Space, 7 Throwley Way, Sutton, London SM1 4AF

Please tell us your name, your check reference (if you have one), what went wrong and what you'd like us to do. You can complain on someone else's behalf if they've told us in writing that you can. If you need help making a complaint, or need us to communicate with you differently, tell us.

What happens next

• 1. We acknowledge your complaint within 3 working days, and tell you who is dealing with it.
• 2. We look into it. A senior member of the team reviews what happened, including the record of the check. We may ask you questions.
• 3. We give you our answer in writing within 15 working days. It explains what we found and what we'll do. If we need longer, we'll tell you why and when to expect it, and keep you updated.
• 4. If you're not happy with our answer, reply and ask for a review. A director will look at it again, and where possible it will be someone who wasn't involved in the first answer. We'll reply within 10 working days.

If you're still not satisfied

We aren't currently a member of an alternative dispute resolution (ADR) scheme, and don't use one for complaints that we can't resolve. If you're a consumer, you can get free advice. In England, call the Citizens Advice consumer helpline on 0808 223 1133. In Northern Ireland, contact Consumerline on 0300 123 6262 (nidirect.gov.uk/consumerline). You can also take your claim to court.

Complaints about your personal information

If your complaint is about how we've used your personal information, we follow the same steps, and we will always:

• acknowledge it within 30 days at the latest
• look into it without undue delay
• keep you updated, and tell you the outcome

You can also complain to the Information Commissioner's Office at any time: ico.org.uk/make-a-complaint or 0303 123 1113.

Firms and panel advisers

Firms using Stamp, and panel advisers, can raise concerns with their usual contact, or follow this procedure. Contract disputes are dealt with under the Firm terms or the Adviser Panel Agreement.

How we use complaints

We log every complaint and what we did about it. We review the log every quarter to fix the causes.