Complaints and privacy
Complaints procedure
We aim to provide an excellent service, but if something goes wrong we want to hear about it so we can put it right.
Stage 1
Please put your complaint in writing using our contact form, by email to info@parkerphillips.co.uk or by post to our office at 35 Manbey Grove, London E15 1EX, including as much detail as possible. We will acknowledge your complaint within 3 working days and send you a full written response within 15 working days.
Stage 2
If you're not satisfied with our response, please write to us again and your complaint will be reviewed by the director, who was not involved in the original response. You will receive a final written response within 15 working days.
Independent redress
If you remain dissatisfied, or if more than 8 weeks have passed since you first complained, you can refer your complaint to Property Redress (membership number PRS014340) free of charge. You must normally do so within 12 months of our final response. Their contact details are available on their website.
Privacy notice
Parker Phillips Ltd (company number 11684714) is the data controller for personal information collected through this website. We are registered with the Information Commissioner's Office (ZA530850).
What we collect and why
- Details you submit through our forms (name, contact details, property details and your message) so we can respond to your enquiry, provide a valuation, match you to properties or arrange repairs.
- Information needed to carry out legal obligations, such as Right to Rent and anti money laundering checks, if you go on to become a client or tenant.
Lawful basis
We rely on your consent, steps taken at your request before entering a contract, performance of a contract, our legal obligations and our legitimate interests in running a lettings business.
Who we share it with
Where necessary, we share information with landlords, contractors, referencing providers, deposit protection schemes and our form processing provider (Web3Forms), which delivers form submissions to our inbox. We never sell your data.
How long we keep it
Enquiries that don't lead to a tenancy or instruction are deleted within 12 months. Tenancy and client records are kept for as long as the law requires, normally 6 years after the relationship ends.
Your rights
You can ask for a copy of your data, ask us to correct or delete it, object to processing or withdraw consent at any time by emailing info@parkerphillips.co.uk. You can also complain to the Information Commissioner's Office at ico.org.uk.
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