Complaints Policy

Viewpoint Projects & Surveying Ltd

We are committed to providing high-quality professional services. However, if you have a complaint, please let us know as soon as possible so we can put things right.

Stage 1 – Internal Complaints Procedure

Please submit your complaint in writing to:

Complaints Officer

Viewpoint Projects & Surveying Ltd

Email: office@viewpointps.co.uk

We will acknowledge receipt of your complaint within 7 working days. Your complaint will be investigated by the Complaints Officer (or a senior representative not directly involved in the matter). We will aim to provide you with a written outcome within 28 days of acknowledgement. If we need more time, we will explain why and confirm when you can expect our response.

Stage 2 – Independent Redress

If you remain dissatisfied after our internal review, you may refer your complaint to an independent dispute resolution service approved by RICS:

Centre for Effective Dispute Resolution (CEDR)

Website: https://www.cedr.com

Telephone: +44 (0)20 7536 6000

CEDR is entirely independent and will review your complaint impartially.

Privacy Policy

A legal disclaimer

Privacy Policy for Viewpoint Projects & Surveying Ltd

Effective Date: 01/01/2025

1. Who We Are

Controller: Viewpoint Projects & Surveying Ltd

Address: 20 Nightingale Close, Rainham, Kent, ME8 8HS

Email: office@viewpointps.co.uk

We’re committed to protecting your privacy and handling your personal data with care. This Privacy Policy explains how we collect, use, share, and protect your information when you visit our website or engage with our services.

2. What We Collect

We may collect:

Contact Information: Name, email, phone when you enquire or engage services.
Website Usage Data: Via cookies and analytics tools (e.g. IP address, browser type, pages visited).
Transaction and Service Info: Details related to project commissions, invoices, and correspondence.

3. How We Use Your Data

We use personal data to:

Respond to enquiries and provide services.
Send updates or marketing if you’ve opted in (you can opt out any time).
Understand website usage to improve content and service delivery.
Comply with legal and regulatory requirements.

4. Legal Basis for Processing

Consent: For marketing or optional communications (you can withdraw anytime).
Contractual obligation: To deliver services when instructed.
Legitimate interests: To maintain and operate our website and business.

5. Sharing Your Information

We do not sell or share personal data externally. Data may be shared with third-party service providers (e.g. email platform, website host), but always under strict confidentiality and only for service provision.

6. How Long We Keep Your Data

Enquiry data: Up to 24 months.
Client/project data: Retained for up to 7 years (compliance and accounting obligations).
Analytics data: Automatically expires in 14 months.

7. Your Rights Under Data Protection Law

You can:

Request access to or correction of your personal data.
Request that we delete or restrict processing.
Withdraw consent for marketing.
Lodge a complaint with the UK Information Commissioner’s Office (ICO).

To exercise any of these rights, please email info@viewpointps.co.uk.

8. How We Keep Data Secure

We use industry-standard security measures to protect your data, including encryption, secure servers, and regular backups. Only authorised personnel access personal data, and we enforce strict confidentiality and compliance standards.

9. Changes to This Policy

We review this policy regularly. Updates will be published here along with an updated revision date.