HIP Code

Advantage Matters Ltd. t/a Advantage HIPs of 132 High Street, Nailsea, Bristol BS48 1AH (Tel: 01275 855 352 Fax: 01275 850 997 Email: info@advantagehips.co.uk) is registered with the Property Codes Compliance Board as a subscriber to the HIP Code.

The HIP Code provides protection for homebuyers, sellers, conveyancers and mortgage lenders, who rely on information included within a Home Information Pack provided on residential property within England and Wales. It sets out minimum standards which organisations providing HIPs have to meet. This information is designed to introduce the HIP Code to you.

By giving you this information, Advantage HIPs is confirming that they keep to the principles of the HIP Code. This provides important protection for you.

The Code’s main commitments

The HIP Code’s key commitments say that HIP organisations will:

• Provide HIPs promptly and include the most up-to-date available information when compiled.
• Handle complaints speedily and fairly.
• Respond promptly to queries raised on a HIP, to ensure improved understanding.
• At all times maintain adequate and appropriate insurance cover to protect you.
• Act with integrity and ensure that all HIP services comply with relevant laws, regulations and industry standards

Keeping to the HIP Code

How HIP providers maintain compliance with the HIP Code is monitored independently by the Property Codes Compliance Board (PCCB). If you have a query or complaint about your HIP, you should raise it directly with the firm, and if appropriate ask for your complaint to be considered under their formal internal complaints procedure. If you remain dissatisfied with the firm’s final resolution after your complaint has been formally considered or if the firm has exceeded the response timescales, you may refer your complaint to the Independent The Property Ombudsman scheme (TPOs). TPOs can award compensation of up to £5,000 to you if it finds that you have suffered loss as a result of your HIP provider failing to keep to the Code.

Advantage HIPs Complaint Procedure

• We will acknowledge a complaint within 5 working days of receipt.
• We will normally deal with a complaint fully and provide a final response, in writing, within 20 working days of receipt.
• We will keep you informed by letter, telephone or email, as you prefer, if we need more time.
• We will provide a final response, in writing, at the latest within 40 working days of receipt.
• We will liaise, at your request, with anyone acting formally on your behalf.
• If you are not satisfied with our final response, you may refer the complaint to The Property Ombudsman Scheme (TPOs): Telephone 01722 333 306. Email: admin@tpos.co.uk
• We will co-operate fully with the Ombudsman during an investigation and comply with the Ombudsman’s decision.

Please note that all queries or complaints regarding your HIP should be directed to Advantage HIPs in the first instance, not to TPOs.

TPOs Contact Details:
The Property Ombudsman scheme
Beckett House
4 Bridge Street
Salisbury
Wiltshire
SP1 2LX
Telephone: 01722 333 306
Email: admin@tpos.co.uk

You can also get more information about the Property Codes Compliance Board from their website at: www.propertycodes.org.uk

PLEASE ASK ADVANTAGE HIPs IF YOU WOULD LIKE A COPY OF THE FULL HIP CODE.

Please address all complaints to:

Customer Services
Advantage HIPs
132 High Street
Nailsea
Bristol
BS48 1AH