Who can comment on our service?

If you are dissatisfied with any aspect of our service relating to your Home Information Pack, our website, payment procedure, telephone response time or any other problem you have experienced with HIP HIP hooray.com, then you have the opportunity to raise your comments and concerns.

Who to contact?

You can contact HIP HIP hooray.com by:
email - customersupport@HIPHIPhooray.com
phone - 020 8335 1717
write to - Customer Support, HIP HIP hooray.com, 4th Floor Tolworth Tower, Ewell Road, Tolworth, Surrey, KT6 7EL.

What happens next?

We have a formal written complaints procedure for handling complaints speedily and fairly:
If you wish to make a complaint, it will be handled as follows:

• A complaint will be acknowledged within 5 working days of receipt
• A complaint will normally be dealt with fully within 4 weeks of its receipt. If there are valid reasons for the consideration taking longer, you will be kept fully informed in writing or via telephone or email as you prefer and receive a response at the very latest within 8 weeks
• At your request, we will liaise with counselling organisations acting on your behalf
• A final decision will be in writing or via email, as appropriate
• If you are not satisfied with the final outcome, you may refer the complaint to the Independent Property Codes Adjudication Scheme and we will give you contact details
• We will co-operate fully with the independent adjudicator during the resolution
  investigation and comply with any decision

Accountability

The HIP HIP hooray.com team are united in their commitment to provide you with a high level of customer service. Your statutory rights are not affected by the HIP HIP hooray.com code of conduct.

Security and Privacy

Security Policy

HIP HIP hooray.com are committed to safeguarding your online security and will only capture and store information that you voluntarily give to us. This information is passed on to HIP HIP hooray.com member agents only and you can choose to opt out of this distribution of data.

All of your personal information can be accessed from your own personal account in the HIP HIP hooray.com website. This information is collected at the time of ordering or registering and is collected by HIP HIP hooray.com, not a third party. To keep your personal HIP HIP hooray.com account information confidential ensure that your password is kept secret.

This information is collected lawfully and in accordance with the Data Protection Act 1998. Should you have any further issues with regards to our privacy policy than contact Judith Pearmain at judithp@HIPHIPhooray.com

Cookies

"Cookies" are small pieces of information that are stored by your browser on your computer's hard drive. The HIP HIP hooray.com website uses cookies that store no personal information of any kind and simply contain a database ID that helps us log you in to the site. Most Web browsers automatically accept cookies, but they can be disabled. The HIP HIP hooray.com site uses only 'per-session' cookies so that is all you need to have enabled to log in. 

Data protection

The HIP HIP hooray.com database is stored behind a high security firewall to prevent hackers getting at your personal information. The server itself is stored in a 24-7 manned secure building, preventing any physical access to data.

Credit Cards

HIP HIP hooray.com use the HSBC payment gateway for credit card payments. Your details are never stored on our server, instead we ask you to enter them on a secure page belonging to HSBC.

If you are unhappy entering your credit card details on the Internet, please remember that you can pay over the telephone, by cheque, or by visiting a member Estate Agent who can instruct a Home Information Pack for you using their members account.

Refund Policy

Refunds are given to clients when errors occur at the point of transaction. These instances may include over-charging of credit cards or mistakes at the point of submitting details. Refunds will be paid in the same manner as the original payment method (cheque, credit card etc) and within 30 days.

Any additional refunds will be given at the discretion of the Managing Director.