PRIVACY POLICY
About us Edward Buckland Ltd. respect the privacy of your personal information and this Privacy & Cookie Policy explains how Edward Buckland Ltd. protects the privacy of your personal information. The principles set out apply to any personal information you provide to us via this website or under any agreement or arrangement and to personal information which we collect about you from other sources such as our customer register. For the purposes of this Policy, “personal information” is information about, and which identifies, individuals whether that information is obtained from the relevant individual or from a third party. By explaining our Privacy & Cookie Policy, we hope that you will understand how we keep personal information confidential and secure while using it to comply with our statutory obligations and provision of information about us to shareholders and other interested parties. Disclosing your personal information We may use your personal data in any way that we consider is necessary to carry out our responsibilities to you or to maintain and preserve our records. This may include releasing the data to third parties or transferring the data outside the European Economic Area. We may also use your personal information to send to you selected information that we produce relating to the Company and/or its business. If you prefer not to receive this type of material, please let the Data Protection Officer know. If you provide personal information to us about someone else it is your responsibility to ensure that you are entitled to disclose that information and that without us taking any further steps required by privacy laws, we may collect, use and disclose that information for the purpose for which it was provided to us. Security The security of information is very important to us and we have measures in place which are designed to prevent unauthorised access to your personal information including but not limited to: Our client files are stored on our secure client management systems. Access is restricted on our client systems to those within the business who are required to have access to your information for legitimate business purposes. Hard copy documentation is stored in secure cabinets. We ensure access to personal information is restricted to Edward Buckland Ltd Please note that this Privacy Policy may change from time to time and you should therefore check it each time you visit this website. Length of retention for personal information The period for which we will keep your personal information will depend on the type of service you have requested from us. The retention period may be longer than the period for which we are providing services to you where we have statutory or regulatory obligations to retain personal information for a longer period, or where we may need to retain the information in case of a legal claim. Cookies Cookies are simple text files that websites/apps store on your hard drive or browser. Typically, they contain two pieces of information: a site name and unique user ID. Cookies are used to remember your preferences for a site and to record how many times you have visited a site. This means we can tailor your experience depending on your preferences and measure overall usability of our websites/apps. We do not use any cookies that identifies you individually. Access You have the right to gain access to the personal information which we hold about you. In certain circumstances you may also require us to alter or remove any personal information from our database. Please address requests to: info@edwardbuckland.co.uk Data Protection OfficerEdward Buckland Ltd
Crusader House
Newham Road
Truro
TR1 2DP
COMPLAINTS HANDLING 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. We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language. If you have a complaint, please put it in writing to Edward Buckland MRICS FAAV or Peter Fletcher - Consultant (if the complaint relates to Edward Buckland MRICS FAAV) 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 written acknowledgment of the receipt of your 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 receipt of the original complaint.
- 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 with our final viewpoint (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.
01722 333 306 www.tpos.co.uk Make a Complaint - The Property Ombudsman (tpos.co.uk) Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaint procedure, before being submitted for an independent review.
- Or if we are not able to agree on how the complaint should be resolved, you will have the opportunity to take your complaint to the final stage of our complaints handling procedure which is: The RICS Dispute Resolution Service, 55 Colmore Row, Birmingham, B3 2AA.
