Emmett Bloom Complaints Procedure
At Emmett Bloom, we’re committed to offering a personal, professional service to every client and homeowner we
work with. When something goes wrong, we need you to tell us about it so we can put things right and improve the
service we offer.
We will, where appropriate, make reasonable adjustments for anyone who may be disadvantaged due to age,
infirmity, disability, bereavement, language barriers, economic circumstances, or limited literacy or numeracy
skills.
If you have a complaint, please put it in writing, including as much detail as possible. We’ll then follow the steps
below to resolve the matter fairly and efficiently. If you feel we haven’t addressed your complaint within eight
weeks, you may refer to The Property Ombudsman without needing to wait for our final viewpoint.
Send Your Complaint To:
Aggie Niyonsenga, Director
Emmett Bloom
1st Floor, 43 Cheap Street, Newbury, Berkshire, RG14 5BX
�� aggie@emmettbloom.co.uk
What Happens Next?
• Acknowledgement
We’ll confirm we’ve received your complaint within three working days and attach a copy of this complaints
procedure.
• Investigation
Your complaint will be investigated by our Director or Office Manager, who will review your file and speak to the
team member(s) involved. A formal written outcome of our investigation will be sent to you within 15 working
days of receiving your complaint.
• Further Review
If you’re not satisfied with the outcome, please let us know in writing. A separate review will be carried out by a
senior member of the team. We will send our final written viewpoint within 15 working days of receiving your
request for further review.
• Referral to Ombudsman
If you are still not satisfied — or if more than 8 weeks have passed since your initial complaint — you may contact
The Property Ombudsman to request an independent review. This service is free of charge.
Contact Details for Independent Review: The Property Ombudsman
Milford House, 43–45 Milford Street
Salisbury, Wiltshire SP1 2BP
�� 01722 333 306
�� admin@tpos.co.uk
�� www.tpos.co.uk
Make a Complaint – The Property Ombudsman: https://www.tpos.co.uk/make-a-complaint
Important Notes:
• You must contact The Property Ombudsman within 12 months of receiving our final response.
• The Property Ombudsman requires all complaints to go through our in-house procedure before an independent
review can take place.
Version date: June 2025
Emmett Bloom Cookies Policy
A cookie is a small text file that is placed on your computer (or another electronic device) when you access our
website.
Why We Use Cookies
We use cookies on this website to:
– Recognise you when you return to the site (this speeds up your access as you don’t have to log in each time)
– Carry out research and statistical analysis to improve our content and understand visitor needs
– Make your online experience more efficient and enjoyable
The information collected through cookies usually doesn’t include personal data. We may, however, gather data
about your device such as your IP address, browser type, or internet log information. This data will not usually
identify you personally unless you have voluntarily provided personal information (e.g. via an online form or
service enquiry).
In most cases, your consent is required to use cookies. The exception is where cookies are essential for us to
deliver a service you have requested.
Cookies We Use
Google Analytics
We use Google Analytics to track how users interact with our site. These cookies collect standard internet log
information in an anonymous form to help us analyse traffic and improve usability.
Google does not associate your IP address with any other data it holds. We do not collect personally identifiable
information through Google Analytics.
Cookies Set by Google Analytics:
– _ga: Distinguishes users
– _gat: Throttles request rate
How to Manage Cookies
You can control or disable cookies by adjusting your browser settings. Please note that disabling cookies may affect
website functionality.
For more information about cookies and how to manage them, visit:
– https://www.aboutcookies.org
– https://www.allaboutcookies.org
Version date: June 2025
Emmett Bloom Privacy Policy
Who We Are and How to Contact Us
Emmett Bloom is a boutique estate agency based in West Berkshire, UK.
Office Address:
1st Floor, 43 Cheap Street, Newbury, Berkshire, RG14 5BX
Email: aggie@emmettbloom.co.uk
Phone: 07502 913500
About This Privacy Notice
This Privacy Notice explains how we collect, use, and protect your personal data. It applies to information collected
through:
– Our website
– Email
– Telephone
– Written correspondence
– Social media
– Enquiries about our services
– Services you purchase from us
– Events or exhibitions
Third-party websites accessed via links on our site are not covered by this notice. Please refer to their individual
privacy policies.
What Data We Collect
We may collect the following:
– Name and contact details
– Job title or position
– Postcode and general demographics
– Preferences and interests
– Information generated by our interactions with you
– Website and social media usage data
– Survey and promotion responses
How We Collect Data
We collect information:
– Directly via forms on our website
– Through service enquiries and downloads
– Via phone calls, emails, and written correspondence
Why We Use Your Data
We use your data:
– With your consent
– To fulfil a contract with you
– To comply with legal obligations
– Where we have a legitimate business interest that isn’t overridden by your rights
Purposes include:
– Managing our relationship with you
– Delivering services
– Sending updates and marketing (with consent)
– Market research and customer insight
You can unsubscribe from email communications at any time.
Sharing Your Data
We do not sell your data. We may share it with:
– Service providers helping us run our business (e.g. printers, IT systems, or email platforms)
– Legal authorities where required
Your Rights and Controlling Your Data
You may:
– Opt out of direct marketing
– Request a copy of the data we hold about you
– Ask for inaccurate data to be corrected
– Request deletion of your data
– Limit or object to how we use your data
To request access or changes to your data, please email aggie@emmettbloom.co.uk.
We retain data only as long as necessary for business, legal, or regulatory purposes. When no longer needed, data
will be securely destroyed. We may anonymise data for future use.
Security
We have measures in place to protect your data. However, internet transmission is never completely secure. Once
received, we store your data securely through physical and digital safeguards.
Recruitment
If you send us your CV, we may retain it for six months and will notify you that we have done so.
Complaints
If you’re unhappy with how we process your data, please contact us first. If unresolved, you can lodge a complaint
with the Information Commissioner’s Office:
https://ico.org.uk/concerns
Changes
We may update this policy from time to time. The latest version will always be available on our website.
Version date: June 2025
