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Privacy Policy

By continuing to use this site you agree to us providing to you the information you have requested above and confirm that you have read and agree to the use of your information as set out below.

Palmstar London Limited (T/A Palmstar Property Search) is committed to ensuring that your privacy is protected. This explains how we use the information we collect about you, how you can instruct us if you prefer to limit the use of that information and procedures that we have in place to safeguard your security.

The information we collect and how we use it

When you contact us, request publications or register interest we need to know your name, postal address, E-mail address, telephone number and facsimile number.

We gather this information to allow us to process your registration, any orders you may make and any offers you make to buy a property (flat, apartment, or house). The relevant information is then used by us, our agents and subcontractors to provide any services requested by you and to communicate with you on any matter relating to the provision of the service in general.

We may also use aggregate information and statistics for the purpose of monitoring website usage in order to help us develop the website and our services and may provide such aggregate information to third parties. These statistics will not include information that can be used to identify any individual.

We may also want to provide you with related information from third parties we think may be of interest to you. If you would rather not receive this information, please send an E-mail to info@palmstar.co.uk

How we protect your information

The internet is not a secure medium. We use the most up to date technologies to protect the information you give us. We also keep your information confidential. The internal procedures of Palmstar London Limited (T/A Palmstar Property search) cover the storage, access and disclosure of your information.

By submitting your information you consent to the use of that information as set out in this policy. If we change our privacy policy we will post the changes on this page, and may place notices on other pages of the website, so that you may be aware of the information we collect and how we use it at all times. We will also E-mail you should we make any changes so that you may be aware of our use of your information in that way. Continued use of the service will signify that you agree to any such changes.

Register of Data Controllers

Palmstar London Limited (T/A Palmstar Property search) is registered with the Information Commissioner’s Office under reference number: ZA119766

Access to your records

You have a right to be told what private/personal information we hold about you. If you would like to see a copy of the information we hold about you please write to Palmstar London Limited (T/A Palmstar Property search), in Kensington and Chelsea, at 20 Norland Square, Kensington, London, W11 4PU.

Complaints Procedure

Providing an excellent customer service is important to Palmstar London Limited (T/A Palmstar Property search) and in the vast majority of cases this is exactly what you will receive. However, just occasionally, something goes wrong and a client, unfortunately, has cause to complain. If this happens, we will always acknowledge receipt of this within 5 working days and do everything we can to speedily resolve the problem.

This can usually be best achieved by contacting the person you originally dealt with. That person will expect to hear from you if you are unhappy and will aim to resolve the issue on the same day. While we would like to hear from you by telephone, should you decide to write to us, we will call you with the same objective in mind. If an immediate solution cannot be achieved because further investigation is necessary, we will let you know straight away.

Should our investigation take longer than anticipated, which will only happen if the circumstances are particularly complex, we will explain why and we will make sure you are provided with regular updates. We will not normally allow any issue to be unresolved for more than 4 weeks, as we will always agree a course of action with you within this time.

In the unlikely event that you are still unhappy with how the situation is being handled or resolved, we have in place an escalation procedure which means that you can request the involvement of an appropriate director. The office will facilitate this for you.

The Property Ombudsman

If, at the end of this process, you still remain dissatisfied with the outcome, you have the right to go to the Property Ombudsman Service with whom Palmstar London Limited (T/A Palmstar Property search) are registered under membership number D12389. They will consider the situation totally impartially and we are bound by their decision.

Please contact us for further information.