Privacy Policy & Compliance
Effective Date: August 12, 2024
1. Introduction
MatchesProperty Ltd ("we", "our", "us") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website www.matchesproperty.com, interact with our services, or use our online forms, including on social media platforms like Snapchat.
2. Information We Collect
We may collect and process the following data:
- Personal Identification Information: Name, email address, phone number, and other contact details.
- Transaction Information: Information about the services you purchase or inquiries you make.
- Usage Data: Details of your visits to our website, including traffic data, location data, and other communication data.
- Cookies and Tracking Technologies: We may use cookies and similar tracking technologies to track activity on our services and hold certain information.
3. How We Use Your Information
We may use the information we collect in the following ways:
- To Provide Services: To provide you with the services or information you have requested.
- To Improve Our Services: To improve our website, services, and user experience.
- Marketing: To provide you with updates, promotions, and information about our services that may interest you, unless you have opted out of such communications.
- Legal Obligations: To comply with legal obligations, resolve disputes, and enforce our agreements.
4. Sharing Your Information
We do not sell or trade your personal information to third parties. We may share your information with:
- Service Providers: Third-party service providers who perform services on our behalf, such as hosting, marketing, or customer support.
- Legal Compliance: To comply with legal requirements, prevent fraud, and protect the rights and safety of our company and customers.
5. Data Security
We use administrative, technical, and physical security measures to protect your personal information. However, no security system is impenetrable, and we cannot guarantee the security of our databases.
6. Your Rights
You have the following rights regarding your personal data:
- Access: You have the right to request copies of your personal data.
- Correction: You have the right to request that we correct any information you believe is inaccurate.
- Deletion: You have the right to request that we delete your personal data under certain conditions.
- Opt-Out: You have the right to opt-out of marketing communications at any time.
7. Cookies
We use cookies to enhance your experience on our website. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can modify your browser setting to decline cookies if you prefer.
8. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page. You are advised to review this Privacy Policy periodically for any changes.
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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.
How to File a Complaint
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?
- 1
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.
- 2
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.
- 3
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.
- 4
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
- 5
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.
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP
Phone: 01722 333 306
Website: www.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.
Compliance and Legal Information
We are proud members of The Property Ombudsman (TPO) scheme, which provides an independent redress service.
Visit TPO Website →As part of our commitment to data protection, MatchesProperty is registered with the Information Commissioner's Office (ICO).
View ICO Registration →MatchesProperty takes compliance with Anti-Money Laundering (AML) regulations very seriously. We are registered with HMRC for AML supervision.
HMRC Supervised Business Register →MatchesProperty holds Professional Indemnity Insurance to protect our clients. This policy covers claims related to professional negligence or other issues that may arise.
If you have any questions about this Privacy Policy or our complaints procedure, please contact us:
Phone
020 8508 9660Address
173 Barnfield Avenue
Kingston Upon Thames
Surrey, KT2 5RQ