COMPLAINTS
Sales, Lettings and Block Management
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01255 556660
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 time frames 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 Ombudsmen
to consider without our final viewpoint on the matter).
What will happen next?
•
We will send you a letter acknowledging receipt on 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 sending your
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 remain dissatisfied, you can the contact The Property Ombudsman details are blow to request
an independent review:-
The Property Ombudsman
Unit 159756
PO Box 7169
Poole
BH15 9EL
Consumers: 01722 333306
Businesses: 01722 335458
Website: www.tpos.co.uk/about-us/contact-us
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 address through this in-house complaints
procedure, before being submitted for an independent review.
“Whether you think you can or whether you think you can’t, you’re right!” - Henry Ford
Data protection law say that we are allowed to use personal information only if we have a proper
reason to do so. This includes sharing it outside of Compass.
The law say we must have one or more of these reasons:-
1.
To fulfill a contract we have with your or
2.
When it is in our legitimate interest or
3.
When you consent to it.
A legitimate interest is when we have a business or commercial reason to use your information.
But, even then is must not unfairly go against what it is right and best for you. If we rely on our
legitimate interests we will tell you what this is.
Types and where / how we collect personal information / data
We may collect personal information about you and also collect it from other industry related
companies e.g. Solicitors, other Estate Agents, Surveyors and building firms etc.
Types of data collection
When you contact Compass or any associated company we will collect personal data about you.
This may consist of information such as your name, email address, postal address, telephone
numbers etc. The amount of data collected depends on what type of service you require e.g.
mortgage applications require salary / employment details and other sensitive data and rental
applications require verification documents such as passports / visa. By submitting your details
you enable Compass (and where applicable associated companies) to provide you with the service
you select.
Where / How we collect data
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When you talk to us on the phone or in branch
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When you use our websites, mobile device apps, web chat
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In emails and letters
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In financial reviews and interviews
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In customer surveys
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If you take part in our competitions or promotions
Who we share your personal information with
We may share your personal information with companies within Compass as well as the following:-
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Companies that introduce you to us
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Companies that we introduce you to
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Financial advisors
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Credit reference agencies
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Insurers
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Social networks
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Fraud prevention agencies
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Payroll service providers
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Land agents
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Public information sources such as Companies House