Some Land Registry documents are not always available. This can happen if a property is unregistered, a document is not held by HM Land Registry, or a requested deed, lease, or conveyance cannot be supplied.
Where this happens, we will let you know and apply our refund policy fairly based on the work carried out and the documents available.
A requested document may be unavailable if:
• the property is unregistered
• the requested document does not exist
• HM Land Registry does not hold a copy
• the document is not available electronically
• the wrong property or title has been selected
• the document is not referred to in the Title Register
• the document requires additional processing that cannot be completed within the requested timeframe
If we complete a search and no registered title documents are available, we will notify you.
In this situation, we may issue a partial refund. The retained amount covers the search, property identification, registration check, document availability check, administration, and processing work already carried out.
If only part of your order can be fulfilled, we may supply the available documents and issue a proportionate refund for the unavailable document or documents.
For example, if a Title Register and Title Plan are available but a filed deed is not available, we may provide the available documents and refund the unavailable part of the order where appropriate.
Each order includes a service element as well as any document cost.
The service element covers the work involved in:
• identifying the property
• checking the title
• confirming registration status
• checking document availability
• processing the order
• retrieving available documents
• handling customer support and administration
This work may still be carried out even where a document is unavailable.
A full refund may be issued where no meaningful processing has begun, where we are unable to provide the requested service, or where we decide that the order cannot be fulfilled appropriately.
Full refunds are considered based on the circumstances of the order.
No refund will usually be due where the ordered documents have been successfully retrieved and delivered.
Documents are supplied as held by HM Land Registry. We cannot refund an order simply because a document does not contain the information expected by the customer.
Refunds are returned to the original payment method.
They will usually appear within 5–10 working days, depending on the customer’s bank or card provider.