In this FAQ guide, we look at the most common queries regarding client services, such as Cancellations, Amendments, Ordering Platform, Insurance, New Accounts and Test Reports.

Cancellations

Question: Can I cancel a report within 24 hours?

Answer: Yes, any report cancelled within 24 hours of ordering can be cancelled no questions asked. For orders outside of the 24-hour timeframe, this will need to be looked into by Client Services.

Question: Can a client cancel over the phone?

Answer: Avoid processing cancellations over the phone ask the client to email so we have the trail for proof. If on an occasion you do process a cancellation over the phone, please make note of the name of the person who has requested and the time of the call and add this in the cancellation request notes.

Question: Cancel and Replace

Answer: Unlimited C&R for all searches, minor errors only eg. postcode slightly incorrect, incorrect pinpoint within same location.  (Cancel and Replaces submitted for searches on complete different street or area will not be refunded), within the 28-day free Cancel and Replace policy 

Question: Duplicates

Answer: Duplicates on the same location, same client references can be cancelled within a 3 month time-frame

Amendments

Question: My address is wrong on my report, but the location is correct. What can i do to change it?

Answer: Process a cancel and replace within 28 days of the initial order

Question: The boundary on my report is incorrect. What should I do?

Answer: The best thing to do in this situation would be to re-order the report with the correct boundary to ensure the recommendations and next step guidance are correct. After you order the new report, ask the customer service team for a cancel and replace.

Ordering Platform Queries

Question: What are the admin login details for the platform?

Answer: Username: admin. Password: FCIRiskTeam1

Question: I am unable to log in to my account?

Answer: The client's password can be reset by going to their account on Backend, locating the user and changing the password; the new password can be emailed directly to the user. Alternatively, a new user and password may work. If their problems persist, raise it through Jira and advise the client that our IT department is looking into it and for them to contact their IT department, who may be able to assist; obtain as much detail as possible, eg. error messages. In the meantime, we can offer to order on their behalf.

Question: Unable to search address? New Build

Answer: We have an 'Enter Address Manually option where they must enter Grid References to determine the location, then enter the address details in the required field.

Question: The address is not showing when I enter the postcode?

Answer: The client can select a nearby property on the drop-down list, then select 'Reset ', then 'Enter Address Manually '. This will bring up all address fields which the client can edit to reflect the correct property number. Advise the client they will need to use the mapping tool to select/manually draw around the correct property to ensure the results are correct

Question: Large orders that will not process through the ordering platform

Answer: Bespoke orders need to be placed manually; the client can email in the relevant information, including the plan, address, hectarage if known, and product to be ordered. The process will then be to make a case file and forward the email to Shane/Patrick to request a quote. Once received, pass the quote onto the client, and wait for confirmation that they wish to proceed. Then send to Nicole/Jason to order manually. Email Anna for a manual invoice.

Question: My report has not been returned? Report returned on WebManager

Answer: Check for report by postcode on CS WebManager; if the report is available for download, select 're-send' and ask for client email to FW'd a copy of the report

Question: My Report has not been returned? Report incomplete

Answer: If the Main Document is not available to download, it will more than likely be with the Risk Team to investigate if within turnaround time; advise the client when the report will be returned by. If outside TAT, apologise to client and advise we will mark as urgent and return shortly, take note of the report ID and send a message to the team to mark and return report as urgent.

Insurance

Question: Can we provide insurance?

Answer: No. We do not offer insurance. We advise getting in contact with your preferred insurance provider or CLS PI. Phone: 01732 753910. Email: info@clspropertyinsight.co.uk

New Accounts

Question: What to do if a solicitor doesn't have an account but wants to order something?

Answer: They need to register with Unity

Ordering Fee/ Test Reports

Question: What account do we use?

Answer: 9057 (for tests). 50018 (for client orders - B2C). 45672 (D&D orders - e.g. for fulfilment)