Complaints Process

Purpose

This procedure explains how we handle complaints regarding how we collect, store, or use personal data. We are committed to transparency and ensuring your data rights are respected.

How to Make a Complaint

If you believe your personal data has been handled incorrectly, you can raise a complaint in any of the following ways:

Email 

privacy@gibbonsrealestate.co.uk

Post

12 Glengarry Way, Christchurch, Dorset, BH23 4EQ, GB

You do not need to use special legal language or a formal form. We treat any expression of dissatisfaction regarding data handling as a formal complaint.

Our Commitment to You

Acknowledgement

We will acknowledge your complaint within 30 days of receiving it.

Investigation

We will investigate your concerns thoroughly and without "undue delay." This involves reviewing our internal records and, if necessary, contacting our letting agents to clarify how they processed your data on our behalf.

Updates

If an investigation takes time, we will keep you informed of our progress.

Outcome

We will provide you with a clear written response explaining our findings, any actions we have taken to rectify the issue, and our final position.

Record Keeping

We maintain an internal log of all data protection complaints. This helps us identify trends, improve our processes, and provides evidence of compliance should the Information Commissioner’s Office (ICO) request a review of our complaint-handling history.

Escalation

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO. 

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint