Contact Us

Customer service policy

Our customers are at the forefront of what we do, and we are committed to giving you excellent service.

Our service promise

You can expect your enquiry to be dealt with within the following times:

General enquiries2 working days
Copy deeds (plain)2 working days
Extracts and certified deeds*2 working days
Ownership searches (standard)2 working days
Ownership searches (non-standard)**up to 5 working days
Land register reports1 working day

*Within our control. Extracts of documents recorded/registered in the Sasine or Chancery & Judicial registers prior to 2006 are obtained from the National Records of Scotland and can take up to 5 working days to be issued.

**Searches against non-addressable subjects i.e. areas of land.

We publish our key performance targets in our annual report and accounts.

In person

You're welcome to visit our customer service centres in Edinburgh and Glasgow. We'll greet you immediately and attend to you within 10 minutes. We all wear name badges.

By phone

We answer phone calls within 10 seconds. A monitoring system helps us keep this promise.


We consult customers as widely as possible to ensure that we're meeting your needs.

Consultations include:

  • market research comprising:
    • regular surveys
    • mystery shops
    • focus groups
  • contact with the Scottish Law Agents Society and the Royal Institution of Chartered Surveyors of Scotland
  • meetings with private searching firms
  • events with professional organisations

You'll find full details of our current and previous consultations on our consultations page.

Value for money

We are committed to giving our customers the very best value for money. This is done by increasing efficiency wherever possible and following the advice of various external bodies, including the Scottish government.

We are regularly audited by external auditors, who review our procedures and financial arrangements.

Want to know more?

Contact us at one of our customer service centres.