The Trusted Partner for Title Indemnities

Complaints Policy

Stewart Title is committed to providing you with the utmost in customer service. However, should you have a concern about the service you receive, we encourage you to tell us about it.

In most cases, your concern is likely to be resolved to your satisfaction simply by discussing it with us. We will try to resolve any problem as quickly as possible for you.

Please find a summary of our complaints handling policy below. Our policy complies with the rules of the Financial Conduct Authority and does not prejudice your legal rights.

Contact details for complaints are:-

• (by phone) 020 7010 7820. Line is open Monday to Friday, 9am – 5pm (a voicemail service operates outside these hours)
• (by email) complaintsuk@stewart.com
• (in writing) to the Complaints Officer at Stewart Title Limited, 11, Haymarket, London SW1Y 4BP

Summary resolution communication

If we are able to resolve your complaint (and you have told us that you accept our response) within 3 business days of receiving it, we will send you a summary resolution communication.

This response will:

• refer to the fact that a complaint has been made and say that we think the complaint has now been resolved
• let you know (if you are eligible to use the service) that you can refer your complaint to the Financial Ombudsman Service if you are not satisfied with the outcome, provide the Financial Ombudsman Service’s website address and explain that more information is available on its website

Final response

If we can’t resolve your complaint within 3 business days, we will send you a prompt written acknowledgment and keep you reasonably informed of our progress. We will send a full written response to your complaint as soon as we can, but must respond within 8 weeks of the date we received it with a final response, or a holding letter advising when we are likely to provide a final decision.

Our final response will:

• summaries the complaint
• be open in acknowledging any mistakes made,
• let you know if we accept the complaint and want to offer redress to settle. If we do not accept the complaint, we will give our reasons
• let you know (if you are eligible to use the service) that you have the right to complain to the Financial Ombudsman Service within six months of the final response, include the Financial Ombudsman Service’s contact details, a link to its website and a copy of its consumer leaflet.

Please note that you may only refer a complaint to the Financial Ombudsman Service after you have received a final decision on your complaint from us, or if it remains unresolved after 8 weeks.

The Financial Ombudsman Service

If we are unable to resolve your complaint to your satisfaction, you may have the right to refer your complaint to the Financial Ombudsman Service at Exchange Tower, London E14 9SR. The Financial Ombudsman Service website is http://www.financial-ombudsman.org.uk/. Telephone 0800 023 4567 or 0300 123 9123. E-mail: complaint.info@financial-ombudsman.org.uk.