Monday – Friday 9.00am – 5.30pm 
Saturday – 10.00am – 4.00pm
Sunday – Closed

Call us on 01253 978888
Email us at info@romanjamesestates.co.uk

We may collect, hold and use some of your personal data and so here will provide more information about how this works.

Please read it carefully and ensure that you understand it. If you do not accept and agree with any part of it please stop using the website immediately, because you’re continuing use of our website will be seen as your acceptance of it.

1. Definitions and Interpretation
   Meanings of phrases within this document:
   Data – Any information that a user of the website provides to us, through our “Contact” page, or through emailing us relating to any person who can be directly or indirectly identified from that information.
   We/Us/Our – Roman James Estates Ltd, 1B Lancaster House, Amy Johnson Way, Blackpool, FY4 2RP – Reg: 10529919
   You/Your – A user of the website
   The Website – www.romanjamesestates.co.uk
2. Company Information
   Roman James Estates Ltd
   We are a member of The Property Ombudsman.
   If you have any questions about the website or the use of your data, please contact us at info@romanjamesestates.co.uk or call us on 01253 978888.
3. Users Rights
   As a user you have the following rights –
   • A right to be informed about our collection and use of personal information;
   • A right of access to the personal information we hold about you;
   • A right to rectification if any personal information we hold about you is inaccurate or incomplete;
   • A right to ask us to delete any personal information held about you unless we are obliged to retain the information for other legal reasons;
   • A right to restrict or prevent the processing of your personal information;
   • A right to data portability (obtaining a copy of your data to re-use with another service or organisation);
   • A right to object to the use of your data for particular purposes.
4. Data Collection
   Except where you contact us directly through any of our contact options available on the Website you we do not collect any personal data from you.
   If you contact us or send us an email, we will retain the details you provide to us including your name, your email address, and any other information which you choose to give us.
   We do not place cookies on your computer or device.
5. Using Your Information
   Where we hold any personal information, it will be processed and stored securely, for no longer than is necessary, considering the reason it was provided to us.
   We will potentially –
   i. Reply to your email;
   ii. Provide details on the properties requested, plus any others we think may interest you;
   iii. Offer or provide you with the services requested, plus any others we think may interest you;
   We will delete your personal information once your request has been met or the service has been provided, except where –
   i. You were interested in details of properties we are offering, when we will continue to hold your information in order to send you information on other properties that may interest you;
   ii. You become a client or a buyer of a property;
   iii. You require us to retain it for longer;
   iv. We are required to retain it for longer for other legal reasons.
   You have the right to withdraw your consent to us using your data and to request that we delete it.
   We will not share any of your data with any third parties for any purposes.
6. Storage of your Data
   Your data will only be stored in the UK.
7. Accessing Your Data
   You have a right to ask for a copy of any personal information we hold on you free of charge. Please contact us to make a request at info@romanjamesestates.co.uk or call us on 01253 978888.
8. Changes to our Policies
   We recommend that you check this page regularly to keep up-to-date, as we reserve the right to change this Policy from time to time if our policies change or the law changes. Any changes will be posted on this page of the website and you will be deemed to have accepted changes to the Policy on your first use of the website following the changes.
9. Applicability
   This Policy applies only to your use of this website. The website may contain links to other websites. Please note that we have no control over how your data is collected, stored, or used by other websites and we advise you to check the policies of any such websites before providing any data to them.
10. Complaints
    If you have any cause for complaint about our use of your personal data, please contact us at info@romanjamesestates.co.uk or call us on 01253 978888.
    We will address your concerns and attempt to solve the problem to your satisfaction.
    You also have the right to lodge a complaint with the Information Commissioner’s Office.
    For further information about your rights, please contact the Information Commissioner’s Office, or your local Citizens Advice Bureau.

Our Customer Complaints Procedure

IN-HOUSE 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.

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.