Complaints Policy
Our aim is to provide a valuable service to our clients and to do everything we can to ensure you are satisfied. If you feel that we haven’t provided this standard and you wish to complain, we ask that you first phone the person who has been your contact and explain that you are dissatisfied with an aspect of the service you have received.
If you still remain unhappy with the way your complaint has been dealt with then you should set out your complaint via email to:
info@vestigeproperties.co.uk
In order to resolve your complaint, we would ask that you include the following information and evidence, if applicable:
- An outline of your complaint explaining why you feel that we have fallen short of our usual first class service
- What you would like us to do to resolve the issue
- The names of the people involved and any supporting documents.
On receipt of a complaint, we will investigate the issue(s) you have raised on your complaint fully and respond to you accordingly.
The time scales for dealing with a complaint are as follows:
- You will receive an ‘acknowledgement of receipt’ of your complaint from us within 3 working days of receipt of your complaint.
- Within 10 working days of the acknowledgement, you will receive a full response.
- If we are unable to resolve the matter within the 10 working days as stated above, we will provide you with reasons why we could not meet this time frame and provide you with an estimate of when a full response will be received
- After our final written response, we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.
We are members of the Property Redress Scheme, Membership No: PRS059799 If you remain unhappy with the response received from us and have exhausted our complaints procedure, you can contact the Property Redress Scheme to ask them to investigate your complaint. In order to take your complaint to The Property Redress Scheme you must first have carried out the following:
- Made an official complaint to us, in writing;
- Waited at least 8 weeks for us to respond to your complaint;
- Not waited more than 6 months from our last communication with you, regarding this complaint.
The Property Redress Scheme is a government approved Redress Scheme who resolves complaints between members and their consumers. The complainant must have exhausted our internal complaints procedure and remain dissatisfied with our response, to take any further action. The Property Redress Scheme is free to use for the complainant and further information and guidance on how to resolve complaints is available via their website.
In order to make a complaint, please contact the Property Redress Scheme directly or alternatively, visit their website and fill out a Complaints Form. The Property Redress Scheme contact details are as follows:
T: 0333 321 9418
Post:
The Property Redress Scheme.
Premiere House, 1st Floor
Elstree Way, Borehamwood Hertfordshire, WD6 1JH
Privacy Policy
Data Controller
JOANNE ONEILL
Collected Personal Data
ICO
Purpose of collecting data
This privacy policy has been compiled to better serve those who are concerned with how their ‘Personally Identifiable Information’ is being used online. Personal identifiable information is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.
What personal information do we collect from the people that visit our website .
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, phone number or other details to help you with your experience.
When do we collect information?
We collect information from you when you fill out a form or enter information on our site.
How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
• To follow up with them after correspondence (live chat, email or phone inquiries)
How do we protect your information?
We do not use vulnerability scanning and/or scanning to PCI standards.
We only provide articles and information. We never ask for credit card numbers. We use regular Malware Scanning.
• We only provide articles and information. We never ask for personal or private information like names, email addresses, or credit card numbers.
Do we use ‘cookies’?
We do not use cookies for tracking purposes
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings. Since browser is a little different, look at your browser’s Help Menu to learn the correct way to modify your cookies.
If you turn cookies off, Some of the features that make your site experience more efficient may not function properly.that make your site experience more efficient and may not function properly.
Third-party disclosure
We do not sell, trade, or otherwise transfer to outside parties your Personally Identifiable Information unless we provide users with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or serving our users, so long as those parties agree to keep this information confidential. We may also release information when it’s release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property or safety.
However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.
Third-party links
Occasionally, at our discretion, we may include or offer third-party products or services on our website. These third-party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.
Google’s advertising requirements can be summed up by Google’s Advertising Principles. They are put in place to provide a positive experience for users. https://support.google.com/adwordspolicy/answer/1316548?hl=en
We have implemented the following:
We, along with third-party vendors such as Google use first-party cookies (such as the Google Analytics cookies) and third-party cookies (such as the DoubleClick cookie) or other third-party identifiers together to compile data regarding user interactions with ad impressions and other ad service functions as they relate to our website.
Opting out:
Users can set preferences for how Google advertises to you using the Google Ad Settings page. Alternatively, you can opt out by visiting the Network Advertising Initiative Opt Out page or by using the Google Analytics Opt Out Browser add on.
How does our site handle Do Not Track signals?
We honour Do Not Track signals and Do Not Track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.
Does our site allow third-party behavioural tracking?
It’s also important to note that we do not allow third-party behavioural tracking.
Contacting Us
If there are any questions regarding this privacy policy, please contact us.