JARL Estate Agents
COMPLAINTS HANDLING
Effective date: 9th February 2026
Complaints Handling Procedure
JARL Estate Agents is committed to providing a high standard of service. If you are unhappy with any aspect of our service, please follow the complaints handling procedure below.
How to complain: Please contact our Complaints Officer by email at [email protected], by phone on 01752 741233, or in writing to Unit 5 Drayton Mere Court, Fisgard Way, Trevol Business Park, Torpoint, Cornwall, PL11 2TB. Include your name, property details (if applicable) and a clear description of your complaint.
Acknowledgement: We will acknowledge receipt of your complaint within 3 working days and advise who will be handling it.
Investigation: We will investigate your complaint which may include reviewing our records and speaking with staff or third parties. We will keep you informed of progress and may ask you for further information.
Final response: We will aim to provide a final written response within 8 weeks of receiving your complaint. If we are unable to do so, we will explain the reasons for the delay and provide a revised timescale.
Escalation: If you remain dissatisfied after our final response, you may refer your complaint to The Property Redress Scheme. The Property Redress Scheme: 7th Floor Corn Exchange, 55 Mark Lane, London, England, EC3R 7NE. Website: www.propertyredress.co.uk. Membership PRS055724. Please check the Ombudsman’s eligibility criteria and time limits; complaints to PRS should normally be referred within 12 months of our final response.
Alternative dispute resolution: You may also be offered independent mediation or alternative dispute resolution options where appropriate; we will provide details on request.
Record keeping: We will keep a record of your complaint and the actions taken for a minimum of 6 years, or longer where required by law.
If you need assistance making a complaint (for example, due to disability or language needs), please let us know and we will make reasonable adjustments to help you.
Information We Collect
We may collect the following categories of personal information: - Contact information: name, email address, postal address, phone number. - Transaction information: details of properties you enquire about, buy, sell or rent and related transaction records. - Identification information: copies of ID, proof of ownership, or other documents when required for legal or verification purposes. - Communications: messages, emails, call recordings or notes from communications with our team. - Technical data: IP address, browser type, device identifiers, referral URLs, pages visited, and analytics data. - Marketing preferences: your preferences for receiving marketing communications from us.
How We Use Your Information
We use personal data for the following purposes: - To provide, manage and deliver our estate agency services and respond to enquiries. - To process property listings, agreements, contracts, and transactions. - To verify identity and perform due diligence as required by law. - To communicate with you about appointments, property matches, offers, and service updates. - To send marketing communications where you have provided consent or where permitted by law. - To analyze and improve our website, services and customer experience. Legal Basis for Processing (where applicable): When required by law, we will only process personal data where we have a lawful basis, such as your consent, performance of a contract, compliance with legal obligations, or our legitimate business interests (for example, fraud prevention and improving services).
Sharing and Disclosure
We may share personal information with: - Service providers who perform services on our behalf (e.g., IT providers, marketing platforms, payment processors, background check providers). - Legal and regulatory authorities when required by law or to comply with a legal process. - Third parties involved in property transactions (e.g., solicitors, mortgage brokers, surveyors) with your consent or as necessary to complete a transaction. - Other third parties when you have requested or authorized a specific disclosure. We do not sell your personal data to third parties.
Cookies and Tracking
We use cookies and similar technologies to operate and improve our website, analyze site usage, and support marketing activities. You can manage cookie preferences through your browser settings and any opt-out tools provided on our site.
Data Security
We implement reasonable technical and organizational measures to protect personal data against unauthorized access, alteration, disclosure, or destruction. While we strive to protect your information, no method of transmission over the internet or electronic storage is completely secure.
Your Rights
Depending on your jurisdiction, you may have rights regarding your personal data, including the right to access, correct, update or delete your personal data, restrict or object to processing, and request data portability. To exercise these rights, contact us using the details below. We may need to verify your identity before responding to such requests.
Data Retention
We retain personal information for as long as necessary to fulfill the purposes described in this policy, to comply with legal obligations, resolve disputes, and enforce our agreements. Retention periods may vary based on the type of data and legal requirements.
Third-Party Links
Our website may include links to third-party websites, plugins, or services. This Privacy Policy does not apply to those third-party platforms. We recommend reviewing the privacy policies of any external site you visit.
Children’s Privacy
Our services are not intended for children under 16. We do not knowingly collect personal data from children without parental consent. If we learn we have collected personal data of a child in violation of applicable law, we will take steps to delete that information.
Changes to This Policy
We may update this Privacy Policy from time to time. When changes are made, we will revise the effective date and, where appropriate, notify you of significant changes.
Contact Information
If you have questions or wish to exercise your rights, please contact us: JARL Estate Agents.
Email: [email protected]
Phone: 01752 741233
Address: Unit 5 Drayton Mere Court, Fisgard Way, Trevol Business Park, Torpoint, Cornwall, England, PL11 2TB