Hard sell from HIP provider

KittyT

On Thursday I ordered a HIP from a HIP provider registered on the government website and chosen for their competitive pricing. I quickly received a friendly phonecall following my initial enquiry, where they tried to sell me their conveyancing services as well, a seemingly reasonable offer with the price of the HIP refunded if using their conveyancing services. We made the decision just to go ahead with the HIP, sent payment details and very quickly received a call making sure we did understand that this would take longer, up to 28 days, as we were not using the services of their lawyers. I confirmed this was ok (we haven't yet found a place to move to so aren't in a hurry) and I thought everything was in place. I completed the PIQ and an appt was made for the energy assessment.
Out of the blue on Saturday morning, the original sales person called me on a crackly mobile phone and with a confrontational tone asked me why I had decided against the conveyancing. I explained I wanted to use my family solicitor, and was aware it might take longer this way but this was obviously the wrong answer as he then went on to try and unsell the hip to me.
He told me they recommend that people not using the services of their lawyers use specialist HIP providers. I told him I had filled out the PIQ, had sent payment details (which he told me could be cancelled) so I thought it was all in place. I also said that as they were advertised as such on the government website that surely they were HIP providers.
He kept reiterating that they recommend we use a specialist HIP provider as his company just give a bog standard hip when not using their lawyers and we could find someone who would be able to do it cheaper and quicker.
I said I was confused as their website offers a HIP independently, and now they seemed very reluctant to do this for me.
He said he could call me from his office again on Monday so I could have time to think about it. The fact is I had made my decision, confirmed it on two occasions, so what was there to think about?
Obviously I now have no faith in this company, having wasted my time, and have been left feeling angry that I am the victim of a marketing ploy, but don’t know how to proceed. What should I do? I am worried that if I do stay with this they are going to deliberately give me a very slow, poor service. Any advice?

Fire_Fox

Ask the salesman to put everything he has said into writing and put the phone down.

Evee2000

Sorry to hear that you are having such a frustrating time with your HIP provider. You mention that they were recommended on a government website -I'm not sure what you mean by this, as the government have to remain independent on such things. Do you mean that they are members of the Hip Code? If so, you have a number of options available to you.

a)ask the HIP provider for a copy of their complaints procedure (they must have one).
b)contact the PCCB (property codes compliance board) and complain about them (they will more than likely refer you to a above). The PCCB have authority over HIP Code subscribers.

I'm also not sure about the 'bog standard hip' bit. All HIPs must contain the same documentation - not sure if they mean that they will now use a personal search agent as opposed to a local authority search. Post April 6th, this really doesn't make a huge amount of difference, as all questions must now be answered on the search and not left to indemnity insurance.

Re the 28 days waiting for the HIP - this is acceptable, however, they should be able to provide you with a 'basic' HIP within a day or so of the energy assessment being undertaken - you can market at this stage.

I would be reticent about continuing with this company, and would perhaps consider an IPPA (Independent Pack Providers Association) member. www.theippa.org.uk . I would also continue with the complaint.

Hope this is of some help, feel free to PM me if you require further assistance.

Doozergirl

A bog standard HIP is good enough for me

KittyT

Thanks for useful info. I meant member of the Hip code rather than recommended, and yes I was rather thrown by the use of the term bog standard by the salesman as this is what I want! I will definitely pursue the complaints procedure, very grateful for advice.

G_M

Who was the HIP provider?

KittyT

as a newbie to this forum I wasn't sure if I was allowed to say...

david29dpo

Sounds like they run the HIP at a loss just the get the profitable conveyancing work. You are right no using them for this, best the use a local firm. As said above, a HIP is a HIP, except that cheap ones use personal searches, not official ones, not really a problem as far as the seller is concerned.