1.1 What these terms cover. These are the terms and conditions under which we provide our products to you in connection with obtaining a title register, title plan, flood risk indicator and any other services as displayed on our website from time to time. For more information about our services, please refer to our website https://onlinelandregistry.org/ (and the Terms of Use governing its usage, accessible at https://onlinelandregistry.org/terms-of-service), and in particular the FAQ section available at https://onlinelandregistry.org/faqs.
1.2 Why you should read them. Please read these terms carefully before submitting your order to us. These terms explain who we are, how we will provide products to you, how either party may change or terminate the contract, what to do if a problem arises, and other important information. If you believe there is an error in these terms, please contact us to discuss.
1.3 Agreement. When submitting your order to us, you will be required to click the button marked “I agree” to confirm that you accept these terms. Declining to do so will prevent you from receiving any services.
2.1 Who we are. We are Online Applications Limited (trading as Online Land Registry), a company registered in England and Wales. Our company registration number is 11698089 and our registered office is at Office 10, NJK House, Haslingden Road, Blackburn, Lancashire, BB1 2EE. Our registered VAT number is 325 1655 17. We are regulated by the Information Commissioner's Office (ICO), Reference: ZA646628.
2.2 Who we are not. Please be aware that we are not the UK Government, nor any body or department of it, including the Department for Work and Pensions (DWP), HMRC, HM Land Registry, Scotland's Land Information Service (ScotLIS), NI Direct, or the Job Centre Plus. We have no affiliation with any of the aforementioned. For UK Government application services, please visit https://www.gov.uk/. You can apply for Land Registry documents independently via the following official websites:
2.3 We are not conveyancers. We are not a firm of conveyancers or solicitors and do not provide legal advice. We offer guidance and support services only. If legal advice is required, you should consult a qualified legal professional.
2.4 How to contact us. You can reach our customer service team via any of the methods listed at https://onlinelandregistry.org/contact.
2.5 How we may contact you. If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided in your order.
2.6 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
2.7 Important: We are not conveyancers or solicitors and do not provide legal advice. We offer guidance and form-preparation support only. You are responsible for reviewing, signing and submitting your application to HM Land Registry and for the accuracy of all information provided. We do not accept liability for any errors you make or for the outcome of your application.
3.1 How we will accept your order. Acceptance of your order occurs when you have agreed to our terms of service on our website, completed payment, and received a confirmation email. At that point, a contract comes into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will notify you and will not charge you for the services. This may be because:
3.3 Your order number. We will assign an order number to your order and inform you of it when we accept your order. It will assist us if you can quote the order number whenever you contact us about your order.
3.4 We only sell to the UK. While we accept orders from outside the UK, our products relate solely to the UK and you must be located in the UK to receive our services.
3.5 Acting on behalf of a third party. If you are submitting an application to receive anything from us on behalf of a third party, we require confirmation of that individual's consent and that the individual (were they submitting the application in their own right) would not be in breach of any requirement of these terms.
If you wish to make a change to anything you have ordered, please contact us. We will let you know whether the change is possible. If it is, we will inform you of any changes to the price, the timing of supply, or anything else that would be necessary as a result of your requested change, and ask you to confirm whether you wish to proceed. If we cannot make the change, or the consequences of doing so are unacceptable to you, you may wish to end the contract (see clause 8 — Your rights to end the contract).
5.1 Minor changes to the services. We may modify our products:
5.2 More significant changes to the products and these terms. Additionally, if we need to make more significant changes, we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any services paid for but not received.
6.1 When we will provide the services.
6.1.1 We offer a fully online application service, available 24 hours a day, 7 days a week; however, during the order process you will have the option to select the relevant processing timescales for when we will provide the services to you, should we accept your order.
6.1.2 What we do. We will review the information you provide, identify and retrieve the Land Registry documents you select (where available), and — where you purchase a form-completion service or our Conveyancing Pack — prepare the relevant application forms based on your instructions and send the completed forms to you (with any accompanying guidance) for your own review, signing, and submission. We do not submit applications to HM Land Registry, ScotLIS or NI Direct on your behalf.
6.1.3 The estimated completion date for the services is as communicated to you during the order process. Please be aware that the Super-Fast Track and Fast Track Service offered on our website only provides for us to expedite your application. It enables us to prioritise checking, preparing, processing and reviewing your application. It does not provide any expedited service from HM Land Registry, ScotLIS, or NI Direct. Please note the Super-Fast Track and Fast Track service is non-refundable.
6.1.4 We will contact you throughout the process, including to advise you when we have begun processing, submitted an application, and completed processing your information.
6.1.5 Please note that all documents are subject to availability.
6.1.6 We will send the most up-to-date documents registered to the property or land, unless you have requested a specific date.
6.1.7 Please note that when ordering a Deed Search, you will receive only one document filed against the address you provide. If you have selected a preferred deed that is not available, we will send you the next most relevant deed.
6.1.8 Important: We are not conveyancers or solicitors and do not provide legal advice. We offer guidance and form-preparation support only. You are responsible for reviewing, signing and submitting your application to HM Land Registry and for the accuracy of information provided. We do not accept liability for any errors you make or for the outcome of your application.
6.2 We are not responsible for:
6.2.1 Delays outside our control. If our supply of the services is delayed by an event outside our control (including the acts or omissions of you or a third party), we will contact you as soon as possible to let you know and will take steps to minimise the impact of the delay. Provided we do this, we will not be liable for delays caused by such events.
6.2.2 Where you do not allow us access to provide services (where applicable). If you do not allow us to perform the services as arranged (and you do not have a good reason for this), we may charge you additional costs incurred as a result. If, despite our reasonable efforts, we are unable to contact you or reschedule performance of the services, we may end the contract and clause 9.2 will apply.
6.3 What will happen if you do not provide required information to us? We may need certain information from you in order to supply the services, for example, information requested during the order process. We will contact you to request this information where it has not been provided, or appears incorrect or incomplete. If you do not provide this information within a reasonable time of our request, or if you provide incomplete or incorrect information, we may either end the contract (and clause 9.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work required as a result. We will not be responsible for supplying the services late or failing to supply any part of them if this is caused by you not providing the information we need within a reasonable time of our request.
6.4 Reasons we may suspend the supply of services to you. We may need to suspend the supply of services to:
6.5 Your rights if we suspend the supply of the services. We will contact you in advance to inform you that we will be suspending supply of the services, unless the problem is urgent or an emergency. You may contact us to end the contract if we suspend the services, or inform you that we are going to suspend them, in each case for a period exceeding two weeks. We will refund any sums you have paid in advance for the services in respect of the period following termination of the contract.
6.6 We may also suspend supply of the services if you do not pay. If you do not pay us for the services when payment is due (see clause 11.4) and you still do not make payment within 7 days of our reminder that payment is due, we may suspend supply of the services until you have paid the outstanding amounts. We will notify you that we are suspending supply. We will not suspend the services where you dispute any unpaid invoice (see clause 11.6). In addition to suspending the services, we may also charge you interest on overdue payments (see clause 11.5).
6.7 Completion. Our services to you will be completed when the relevant land registry document has been reviewed, processed, retrieved and sent to you in a confirmation email.
6.8 Your responsibility for accuracy and outcomes. You are responsible for verifying the accuracy and completeness of the information you provide and any forms we prepare from your instructions. We are not responsible for any errors you make or for the outcome of any application, including any refusal, requisitions, delays, fees, penalties, or losses arising from decisions made by HM Land Registry, ScotLIS, NI Direct, or any third party.
If we need to contact you to correct any information on your application form as set out above, or to send you a form to sign, and you do not respond within 1 month, you shall not be entitled to a refund.
8.1 Ending your contract with us. As a consumer, you lose the right to cancel a service contract that has been performed in full within the cancellation period, as you acknowledged and agreed that you would lose your right to cancel once the contract had been fully performed. This acknowledgement is given when agreeing to our terms of service. See our Refunds Policy, available at https://onlinelandregistry.org/refund-policy.
9.1 We may end the contract if you breach it. We may terminate the contract at any time by writing to you if:
9.2 You must compensate us if you breach the contract.
9.3 We may withdraw the products. We may write to you to inform you that we are going to cease providing the products. We will give you as much advance notice as reasonably practicable and will refund any sums you have paid in advance for products that will not be provided.
How to tell us about problems. If you have any questions or complaints, see the Policy.
11.1 Where to find the price for the product. The price of the products (inclusive of VAT) will be the price shown on the order pages when you placed your order. We take all reasonable care to ensure that the prices quoted to you are correct. However, please see clause 11.4 for what happens if we discover an error in the price.
11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the products, we will adjust the rate of VAT you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
11.3 Please note that the document fee is fully refundable; however, the search fee is non-refundable, as stated in our Refund Policy.
11.4 What happens if we got the price wrong? It is always possible that, despite our best efforts, some of our products may be incorrectly priced. We will normally verify prices before accepting your order so that, where the correct price at your order date is less than the stated price, we will charge the lower amount. If the correct price at your order date is higher than the price quoted to you, we will contact you for your instructions before accepting your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund any sums you have paid.
11.5 When you must pay and how you must pay. We accept payment via any of the methods displayed on the website at the time of your order. Unless otherwise agreed between the parties, you must pay for the services in full when placing your order.
11.6 We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest on the overdue amount at the rate of 8% per annum above the base lending rate of the Bank of England from time to time. This interest shall accrue daily from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
11.7 What to do if you think an invoice is wrong. If you believe an invoice is incorrect, please contact us promptly. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved, we will charge you interest on correctly invoiced sums from the original due date.
12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaching this contract or our failure to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; and for breach of your legal rights in relation to our products.
12.3 We are not liable for business losses. We supply our products for domestic and private use only. We will therefore have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13.1 How we use your personal information. We will only use your personal information as set out in our Privacy and Cookies Policy, available at https://onlinelandregistry.org/privacy-policy. This explains how we collect, store and protect your data in accordance with UK GDPR and the Data Protection Act 2018.
13.2 We may use your information to contact you about your order, to provide updates on your application, and to deliver any related customer support.
13.3 You may also receive occasional marketing communications from Online Land Registry about related products or services that we believe may be of interest to you. You can opt out of receiving such communications at any time by following the unsubscribe link included in our emails or by contacting [email protected].
13.4 We will never sell your personal information to third parties.
14.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
14.2 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither party will need the agreement of any other person in order to end the contract or make any changes to these terms.
14.3 If a court finds part of this contract illegal, the rest will continue in force. Each paragraph of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breach of this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not pursue it but continue to provide the products, we can still require you to make the payment at a later date.
14.5 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and (subject to your rights as a consumer to bring proceedings elsewhere) you can bring legal proceedings in respect of the products in the English courts.
14.6 You have 3 weeks from our last communication to complete any relevant steps needed. If there is no communication, you will receive an email advising that the contract is due to end. Once this email has been sent, you will have 7 days to contact us. If no contact is received within those 7 days, the contract between us and you will come to an end. If you get in touch with us after the contract has ended, you will be required to submit a new application; however, we may charge a fee to reinstate the application, depending on the circumstances.
14.7 Please note that the Property Alert Service is provided and operated by HM Land Registry free of charge at propertyalert.landregistry.gov.uk. We act as an intermediary. If you wish to sign up for the service and take advantage of our additional support and guidance, you can do so on our website for an additional fee.
14.8 Payment for the Conveyancing Pack is required in full at the time of purchase.
14.9 Third-party conveyancers. If you instruct a conveyancer or solicitor separately, they may apply additional charges for services outside the scope of our Conveyancing Pack. Such third-party charges are not set by us. You will be notified of any third-party charges by the relevant third party and services will only proceed with your approval.
15.1.2 Online Land Registry operates a three-stage resolution process.
15.1.3 You must submit your complaint regarding the refund, where the case will be investigated by a finance administrator. A response will be issued within 3 working days.
15.1.4 If the response is not satisfactory, you must request a second-stage dispute. This will then be referred to a senior member of finance for review. A response will be issued within 5 working days.
15.1.5 If an issued second-stage dispute is not satisfactory, you may request a final-stage dispute.
15.1.6 You will be required to supply a full factual account and detailed reason for the dispute.
15.1.7 Once 15.1.6 has been completed, a new investigation will be opened by the Online Land Registry Quality and Compliance team.
15.1.8 They will issue a resolution or response within 1 calendar month. Please be advised that this result is final.
15.2.1 Online Land Registry operates a three-stage resolution process.
15.2.2 You must submit your complaint regarding the service, where the case will be investigated by a complaints handler. A response will be issued within 3 working days.
15.2.3 If the response is not satisfactory, you must request a second-stage dispute. This will then be referred to a senior member of the complaints team. A response will be issued within 5 working days.
15.2.4 If an issued second-stage dispute is not satisfactory, you may request a final-stage dispute.
15.2.5 You will be required to supply a full factual account and detailed reason for the dispute.
15.2.6 Once 15.2.5 has been completed, a new investigation will be opened by the Online Land Registry Quality and Compliance team.
15.2.7 They will issue a resolution or response within 1 calendar month. Please be advised that this result is final.
We require all complaints in writing. Please email or post your complaint to the following:
OR
FLR (Online Applications Ltd)15.4 All correspondence regarding complaints will be handled in writing for record-keeping purposes.
15.5 Online Land Registry follows the Information Commissioner's Office (ICO) guidelines in regard to personal data. Please refer to the ICO guidelines for any queries.
15.6 If you believe we have violated your rights in regard to your personal data, please email: [email protected]
15.7 All monetary complaints can be resolved through banking disputes; however, only when Online Land Registry policy has been upheld.
15.8 If you require the data we hold in regard to your application, you will need to submit a Subject Access Request (SAR).
15.9 We require all Subject Access Requests in writing to the above email or address.
15.9.1 You will receive an acknowledgement email.
15.10 Online Land Registry has one calendar month from receiving your completed form to comply with the request.
15.11 All requests to remove your personal data must be in writing.
15.12 Online Land Registry will be unable to remove your data for the following reasons:
15.13 Please note that all time frames are subject to change. Online Land Registry will inform you if there is a change in the response time.
15.14 We will only retain call recordings for 3 months. Any requests received outside this period cannot be fulfilled.
16.1.1 Online Land Registry is charged £7.00 per document.
16.1.2 Online Land Registry charges a £29.00 (inc. VAT) search fee per application.
16.2.1 Online Land Registry is charged £7.00 per document.
16.2.2 Online Land Registry charges a £46.00 (inc. VAT) search fee per application.
16.3.1 Online Land Registry is charged £7.00 per document.
16.3.2 Online Land Registry charges a £46.00 (inc. VAT) search fee per application.
16.4.1 Online Land Registry is charged £0.00 per application.
16.4.2 Online Land Registry charges a £36.00 (inc. VAT) support and guidance fee per application.
16.5.1 Online Land Registry is charged £9.00 per document.
16.5.2 Online Land Registry charges a £21.00 (inc. VAT) search fee per application.
16.7 Please be advised that the above is a breakdown of costs for the listed applications, and all charges are subject to change.
16.8 This is not the only charge you may incur, as there are optional additional services available.