|
|
Freephone 0800 0729003 |
|
Home
Which Survey
Sample Surveys
House Doctor
FAQs / Help
My Surveys
About Us
Contact Us
|
Our PoliciesPrivacy Policy Data Protection Cancellation Policy Duplicate Survey Request Policy Complaints Policy Privacy PolicyWe are committed to protecting your privacy, which we recognise, is very important to you. We also acknowledge that it is your right to control your personal information and that therefore providing personal information to us is an act of trust that we are duty bound to take seriously. We will only use the information we collect about you lawfully (in accordance with the Data Protection Act 1998). We will collect information on your name email and postal address, your telephone number and your marketing and communication preferences. Data ProtectionInformation you provide or we hold (whether or not under this contract) may be used by us, our employees and/or Licensees to; (a) identify you when you make telephone enquiries (b) help administer any accounts, services and products offered by our group now or in the future; (c) help us to detect fraud or loss; and (d) write to, or telephone you with information about other services and products offered by us and carefully selected partners. We will not contact you in this way if you have previously told us not to do so. We may also disclose your information to other companies within eaga for any of the purposes set out above. A list of such companies is available upon request. You have a right at any time to stop us from contacting you or allowing others to contact you for marketing purposes. To do so, please write to Clear Building Survey, eaga professional services, eaga House, Archbold Terrace, Newcastle Upon Tyne NE2 1DB.We do not store your credit or debit card details. Your card details are collected by our nominated third party payment solution provider. This provider is currently HSBC Bank, one of the world's largest financial service organisations. Updating your detailsTo ensure that all information we hold about you is accurate and up to date, please let us know of any changes as soon as possible and we will ensure the information is changed immediately. You can check the accuracy of information that we hold about you by telephoning us on 0191 2473866 or emailing us at customerservices@clearbuildingsurvey.co.uk. This will enable any inaccuracies to be deleted or promptly corrected.Information storageAll information you provide to us is stored in the UK only on secure servers that are protected in secure facilities including firewall protection and in accordance with the law.CookiesWe use cookies to help speed up the login process and for security purposes. A cookie is a small amount of data that is sent to your web browser from a web server and stored on your computer. Most browsers enable you to turn off cookies and if you want to do this you will find more detailed information on cookies in the Help section of your web browser.Information sharing and disclosureWe are committed to protecting your personal information. We will not disclose your personally identifiable information to third parties without your consent except where:
Linked websites are not under our control and we are not responsible for the conduct of companies linked to our website. Before disclosing your personal information on any other website we advise you to examine their terms and conditions of use. You have certain rights under the Data Protection Act 1998, including the right to be told what personal information is held about you on our database. Should you wish to exercise that right, or if you have any questions concerning our privacy policy please use the contact details set out below. Security and prevention against loss, misuse or alteration of informationWe have implemented (and will continue to implement) technology and security features, and operate within strict internal guidelines, to safeguard the privacy of your personal information and protect it, so far as possible, from unauthorised or improper use.While we make every effort to ensure that your information is secure on our system, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. Access authorisation is granted only to key members of our staff. Backups are run to prevent loss of information, and our Internet servers are housed in secure facilities. Changes to this privacy policyWe reserve the right, from time to time, to review and edit this policy in accordance with potential changes to our business structure and as required by law. Customers may either call us on 0191 2473866, send us an email at customerservices@clearbuildingsurvey.co.uk or write to us at Clear Building Survey, eaga professional services, eaga House, Archbold Terrace, Newcastle Upon Tyne NE2 1DBBack to top Cancellation PolicyWe understand that your plans are subject to change and we will try to be as accommodating as possible. Please notify us immediately if you decide to cancel your order for an Clear Building Survey. You can do this by contacting the Clear Building Survey Support Team at eaga professional services.
Notification earlier than 24 hours before the survey dateProviding we are notified over 24 hours – at least a full working day – before the survey date, we will offer a full refund of the fee you have paid. Clear Building Survey will notify the appointed surveyor as soon as notification is received. We will make a full refund to your credit/debit card.Notification later than 24 hours before the survey dateProviding we receive notification before 3.00pm on the last working day before the survey date (allowing us sufficient time to notify the surveyor) we reserve the right to charge an administration fee of £100. This charge will be at the discretion of Clear Building Survey and the balance of the fee you have paid will be refunded to your credit/debit card.Notification on the day of the surveyUnfortunately it is very unlikely that we can offer any refund where we are notified on the day of the survey, as the surveyor will be unable to reassign their workload.Please NoteBy proceeding with your order for a Clear Building Survey you are agreeing to us proceeding to arrange and complete the survey. The survey may be completed within the statutory seven day cooling off period and therefore if you subsequently decide to cancel your order (as outlined above) it may not be possible to provide you with a refund.Back to top “Duplicate Survey Request” PolicyWe obviously cannot act for two clients on the same property. This would create a conflict of interest that contravenes our professional ethics. Therefore if you place an order for an Clear Building Survey on a property that we have already surveyed, (or a prior order has been placed for a Clear Building Survey on that property), then we will advise you, so that we can cancel the your survey and make a full refund to your credit/debit card. Back to top Complaints PolicyStep 1 – What does the complaint relate to?
Step 2 – Complaints about the CBS system, service or employeesComplaints about the Clear Building Survey system or service, or one of our employees, should be sent to the Operations Manager, Clear Building Survey.
The Operations Manager will endeavour to respond to and hopefully resolve the complaint on the day of receipt. The complaint will be recorded in the Clear Building Survey Complaints Log with a record of all conversations, the action taken and a copy of all correspondence. Step 3 – Complaints needing further investigationIf the complaint requires further investigation, it will be acknowledged by letter or email within three working days of receipt, the acknowledgement will state the name of the person dealing with the complaint and their contact details. The complaint will be investigated and a full response made. Where appropriate, the root cause, corrective and future preventative action will be identified and the information will be added to the Complaints Log. Step 4 – Referral to the Managing DirectorIf the complaint is not resolved it will be referred to The Managing Director eaga Professional Services for consideration and response. Step 5 – Unresolved complaintsIf your complaint remains unresolved, you can refer it to the Surveyors Ombudsman Service (SOS), which is run by The Ombudsman Service Limited (TOSL) PO Box 1021, Warrington, WA4 9FE, www.surveyors-ombudsman.org.uk Tel 0845 0508181 or email enquiries@surveyors-ombudsman.org.uk We are committed to constantly improving the Clear Building Survey service and we will periodically audit and review our systems in light of all valid complaints. Our complaints procedure is free of charge. Back to top |
