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Privacy Policy & Complaints Procedure

Privacy Policy Patrick James Property Consultants are committed to safeguarding and preserving the privacy of our visitors. This Privacy Policy explains what happens to any personal data that you provide to us, or that we collect from you whilst you visit our site. We do update this Policy from time to time so please do review this Policy regularly. Information We Collect In running and maintaining our website we may collect and process the following data about you: Information about your use of our site including details of your visits such as pages viewed and the resources that you access. Such information includes traffic data, location data and other communication data. Information provided voluntarily by you. For example, when you register for information or make a purchase. Information that you provide when you communicate with us by any means. Use of Your Information We use the information that we collect from you to provide our services to you. In addition to this we may use the information for one or more of the following purposes: To provide information to you that you request from us relating to our products or services. To provide information to you relating to other products that may be of interest to you. Such additional information will only be provided where you have consented to receive such information. To inform you of any changes to our website, services or goods and products. If you have previously purchased goods or services from us we may provide to you details of similar goods or services, or other goods and services, that you may be interested in. Where your consent has been provided in advance we may allow selected third parties to use your data to enable them to provide you with information regarding unrelated goods and services which we believe may interest you. Where such consent has been provided it can be withdrawn by you at any time. Any third parties we refer to have signed a data protection agreement with us to ensure their GDPR compliance. These companies include: Gnomen Verified Maintenance Contractors Verified surveyors Verified Energy Performance Assessors Vendors / Potential purchasers for viewing purposes Solicitors HMRC Verified financial institutions and mortgage brokers Verified Insurance brokers TDS Tenancy Deposit Scheme Home Let (referencing service) Storing Your Personal Data In operating our website it may become necessary to transfer data that we collect from you to locations outside of the European Union for processing and storing. By providing your personal data to us, you agree to this transfer, storing or processing. We do our upmost to ensure that all reasonable steps are taken to make sure that your data is treated stored securely. Unfortunately the sending of information via the internet is not totally secure and on occasion such information can be intercepted. We cannot guarantee the security of data that you choose to send us electronically, Sending such information is entirely at your own risk. Disclosing Your Information We will not disclose your personal information to any other party other than in accordance with this Privacy Policy and in the circumstances detailed below: In the event that we sell any or all of our business to the buyer. Where we are legally required by law to disclose your personal information. To further fraud protection and reduce the risk of fraud. Third Party Links On occasion we include links to third parties on this website. Where we provide a link it does not mean that we endorse or approve that site’s policy towards visitor privacy. You should review their privacy policy before sending them any personal data. Access to Information In accordance with the Data Protection Act 1998 you have the right to access any information that we hold relating to you. Retention of data Data will be held for 8 years. Location of Personal Data The CRM software ‘Gnomen’ is used for holding your information. We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we hold. We have appropriate security measures in place to prevent personal data from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal data to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality. We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so. ICO If you believe that there is a problem with the way your data is being handled please contact the Information Commissioners Office. Contacting Us Please do not hesitate to contact us regarding any matter relating to this Privacy Policy.

Stage One - Branch Manager All complaints should, in the first instance, be directed to the manager of the branch you have been dealing with. They will endeavour to resolve your complaint as soon as possible, otherwise no later than five working days from when they received notification of the issue. Stage Two – Director / Partner If you remain dissatisfied, you may then further your complaint in writing to the Director responsible for the branch in question; the Branch Manager will supply you with their name and contact details. Where necessary, if the situation remains unresolved, we recommend that the issue is raised within one month of completing Stage 1. Your escalation will be acknowledged within three working days of receipt and the Director/Partner will work with you to try and resolve any issues raised as promptly as possible. A written response to summarise any investigations and steps taken will be sent within fifteen working days. Stage Three - Customer Relations Manager / Admin Manger If you remain dissatisfied and wish to further escalate your complaint, you may write to the Customer Relations Manager at the address below, or via admin@patrickjamespc.co.uk. Your letter will be acknowledged within three working days of receipt and a full review of your complaint will be undertaken, including how it has been handled to date, which may include further investigations into the background of your concerns. Within fifteen working days the Customer Relations Manager will detail their findings and recommendations in a written response to you, to confirm our ‘final viewpoint’ on the matter. EA Customer Relations Manager Patrick James Property Consultants 6 HARVEY CLOSE, MANNINGTREE, CO11 2HW Stage Four - The Property Ombudsman After you have received our final viewpoint letter, if you are not satisfied with the proposed resolution, you may approach The Property Ombudsman Service (TPOS). Details of how to do this are contained within the final viewpoint letter alongside a link to The Property Ombudsman Service (TPOS) consumer guide at www.tpos.co.uk Please note that if you do wish to contact The Property Ombudsman Service (TPOS), you must do so within 12 months of the date of the final viewpoint letter. It is also important to note that The Property Ombudsman Service (TPOS) will not consider your complaint until our internal complaints procedure has been exhausted.