Privacy and Compliance Policy

1. Purpose of this Complaints Policy

1.1.1 Buy My House welcomes and encourages feedback of all kinds from our customers. If you have a Complaint about our customer service, or about our employees not only do we want to resolve it to your satisfaction but we also want to learn from it in order to improve our business and customer experience in the future.
1.1.2 It is our policy to resolve Complaints quickly and fairly, where possible without recourse to formal investigations or external bodies. In particular, the aims of this Complaints Policy are:
1.1.2.a.1 To provide a clear and fair procedure for any customers who wish to make a Complaint about Buy My House regarding our customer service, or about our employees.
1.1.2.a.2 To ensure that everyone working for or with Buy My House knows how to handle Complaints made by our customers;
1.1.2.a.3 To ensure that all Complaints are handled equally and in a fair and timely fashion;
1.1.2.a.4 To ensure that important information is gathered from Complaints and used in the future to avoid such a situation arising again.

2. What this Complaints Policy Covers

2.1.1 This Complaints Policy applies to our customer service and to our employees.
2.1.2 For the purposes of this Complaints Policy, any reference to Buy My House also includes our employees.
2.1.3 Complaints may relate to any of our activities and may include (but not be limited to):
2.1.3.a.1 The quality of customer service you have received from Buy My House.
2.1.3.a.2 The behaviour and/or professional competence of our employees.
2.1.4 The following are not considered to be Complaints and should therefore be directed to the appropriate department:
2.1.4.a.1 General questions about our services.

3. Making a Complaint 

3.1.1 All Complaints, whether they concern our customer service, or our employees should be made in one of the following ways: 

3.1.2 By email to: 

3.1.3 When making a Complaint, you will be required to provide the following information in as much detail as is reasonably possible: 

3.1.3.a.1 Your name, address, telephone number and email address (We will contact you using your preferred contact method as your Complaint is handled); 

3.1.3.a.2 If you are making a Complaint on behalf of someone else, that person’s name and contact details as well as your own; 

3.1.3.a.3 If you are making a Complaint about a particular employee of ours, the name and, where appropriate, position of that employee.  

3.1.3.a.4 Further details of your Complaint including, as appropriate, all times, dates, events, and people involved; 

3.1.3.a.5 Details of any documents or other evidence you wish to rely on in support of your Complaint; 

3.1.3.a.6 Details of what you would like Imperial Acre Estates Ltd to do to resolve your Complaint and to put things right. (Please note that whilst we will make every reasonable effort to accommodate such requests, we are not bound to take any action beyond that which we may be contractually or otherwise legally obliged to take.) 

4. How We Handle Your Complaint 

4.1.1 Level One: 

4.1.1.a.1 Upon receipt of your Complaint, Imperial Acre Estates Ltd will log the Complaint and will acknowledge receipt of it in writing within 3 working days giving you a Complaint Reference. 

4.1.1.a.2 When we acknowledge receipt of your Complaint we will also provide details of your Complaint Handler.  

4.1.1.a.3 If your Complaint relates to a specific employee that person will be informed of your Complaint and given a fair and reasonable opportunity to respond. We respectfully ask that you do not contact the employee in question directly concerning the Complaint while we are working to resolve it. 

4.1.1.a.4 If we require any further information or evidence from you, the Complaint Handler will contact you as quickly as is reasonably possible to ask for it. We ask that you use reasonable efforts to supply any such information or evidence quickly in order to avoid delaying the complaints handling process. If you are for any reason unable to provide such information or evidence we will use all reasonable efforts to proceed without it, however, please be aware that we will not ask for further information or evidence unless we consider it important to the successful resolution of your Complaint. 

4.1.1.a.5 We aim to resolve Level One Complaints within 15 working days however in some cases, particularly if your Complaint is of a complex nature, this may not be possible. If this is not possible for any reason you will be informed of the delay, the likely length of the delay and the reasons for it. 

  1. If for whatever reason you remain dissatisfied with the outcome of your complaint, you can write to us again and we will pass your complaint onto a Senior Manager within the company for a secondary review. Please allow 15 working days for us to come back to you with our full and final response on the matter.
  2. If after your complaint has been reviewed by a Senior Manager and you still remain dissatisfied with the response, you can escalate the complaint to The Property Ombudsman for an independent review. The details for The Property Ombudsman are as follows: The Property Ombudsman LtdMilford House43-45 Milford StreetSalisburyWiltshireSP1 2BP. Tel:01722 333 306 / Web:  
  3. All complaints must be submitted to The Property Ombudsman within 12 months of receiving your final viewpoint letter from us. 

Confidentiality and Data Protection 

5.1.1 All Complaints and information relating thereto are treated with the utmost confidence. Such information will only be shared with those employees of Buy My House who need to know in order to handle your Complaint. 

5.1.2 All personal information that we may collect (including, but not limited to, your name and address) will be collected, used and held in accordance with the provisions of the Data Protection Act 1998 and your rights under that Act. 

Questions and Further Information 

If you have any questions or require further information about any aspect of this Complaints Policy or about our Complaints Procedure, please contact us by email at

 What information do we collect about you?

We collect information about you when you fill in our online enquiry form, or correspond with us by e-mail or phone. Website usage information is collected using cookies. The information we typically collect is personal information such as your full name, mailing address, e-mail address, and telephone number. We will also collect details of the property you wish to sell.

 How long do we retain information about you?

We will only retain your information for as long as is necessary for the purpose or purposes for which we have collected it. The criteria that we use to determine retention periods will be determined by the nature of the data and the purposes for which it is kept.  In certain circumstances, once we have deleted or anonymised your data, we may need to retain parts of it (for example, your e-mail address), in order to comply with our obligations under GDPR or other legislation, or for fraud detection purposes.


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Policy Responsibility and Review 

a. This Complaints Policy is regularly reviewed and updated as required.
b. This Complaints Policy was adopted on 30th April 2018 

c.  This Complaints Policy was last reviewed on 12th February 2020