Complaints Procedure
We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter). What will happen next?
> We will send you a letter acknowledging receipt of you complaint within three working days of receiving it, enclosing a copy of this procedure.
> We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
> If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
> We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
> If you are still not satisfied after the last stage of the in-house complaint procedure (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.
The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP
01722 333 306 admin@tpos.co.uk www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.
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
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.