Chatt Estates Privacy Policy
Chatt Estates are committed to safeguarding our users’ privacy. Our privacy policy covers the collection, use and disclosure of personal information that may be collected by us whenever you visit our website, call or visit one of our offices.
To give you the best service we sometimes need to collect information about you. This information will typically include:
• Full name and contact details (including your contact number, email and postal address)
• Information about your selling/renting/current living status and how you may intend to purchase a property through us (i.e) use of financing etc.
• Information relating to your identity where we are required by law to collect this to comply with the Money Laundering Regulations 2017
• Usage information about visits to our website (which enable our website to remember information about you and your preferences) and use of our site. Please read our 'Cookies Policy' for further details.
Where we need to collect personal data by law (for example to meet our obligations to prevent fraud and money laundering) or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with our services). In this case, we may have to cancel a service you receive, but we will notify you if this is the case at the time.
We will hold and use personal information about you in the following ways:
• To fulfil our obligations to you when providing you with our property services
• To comply with our statutory and regulatory obligations, including verifying your identity, prevention of fraud and money laundering and to assess your credit worthiness
• Communicate with you whilst providing our services, for example with your enquiries and requests
• Statistical purposes so we can analyse figures to help us manage our business and plan strategically for the future
• To notify you about changes to our service in the future.
How long we keep your data for:
We will retain your personal data for different periods depending on the service you require, which may be a longer period than that for which we are engaged, i.e. where we are under regulatory or statutory duties to hold your data for a longer period or need to retain it in the event of a legal claim or complaint.
Security of your data:
Your data will be held on secure servers with all reasonable technological and operation measures put in place to safeguard it from unauthorised access. Where possible any identifiable information will be encrypted or minimised and physical data is securely stored in accordance with the Data Protection Laws.
Your data will not normally be disclosed to third parties. Sometimes we may need to disclose your details to a third party so that we can provide you with the service that you have requested and we will only do so after obtaining your permission.
Cookies:
A cookie is a piece of information, automatically generated when you register with or visit this website for the first time. The cookie is held on your PC and enables us to recognise you when you log on again. Because the cookie is held on your PC, we are unable to recognise you if you visit our website from any PC apart from the one you used to register or log on for the first time. This use of cookies does not result in the collection of any personal information about you, the use of your PC or your use of the internet generally. If you prefer not to have cookies enabled from your internet browser window, select preferences or internet options, and change your cookie settings accordingly.
How you can access and update your information:
You have a right to request a copy of the personal information we hold about you, known as a data subject access request. You also have the right to request information which has been changed since you first told us, is updated or removed. These requests are free of charge and can be sent to Peter Chatt at peter@chattestates.co.uk or 34 High Street, Ditchling, East Sussex, BN6 8TA
How you can request or erase your data:
You can ask us to delete or remove personal data where there is no good reason for us continuing to process it. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
How you can withdraw your consent:
You have the right at any time to withdraw any consent you have given us to process your personal data. Please note if you withdraw your consent it will not affect the lawfulness of any processing of your personal data we have carried out before you withdrew your consent. Should you wish to do so you can change your consent preferences at any time by contacting us at peter@chattestates.co.uk.
Changes to our privacy policy:
We are always looking at measures to keep your personal data more secure and in doing so our privacy may change or be updated in the future. Any changes we make will be posted to this page and where appropriate sent to you via email or a notification on this site.
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 remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:
The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP
01722 333 306
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.
Comments and Questions:
If you have any questions or comments on our privacy policy they should be directed to:
Peter Chatt
peter@chattestates.co.uk
34 High Street, Ditchling, East Sussex, BN6 8TA
01273 844500
