Purpose
Daniel Matthew Estate Agents is committed to protecting the personal information of our clients, landlords, tenants, buyers, sellers, guarantors, contractors, suppliers and staff.
This procedure explains how individuals can raise concerns regarding the way we collect, store, process, share or otherwise handle their personal data and how we will investigate and respond to those concerns.
This procedure has been developed in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and guidance issued by the Information Commissioner's Office (ICO).
What is a Data Protection Complaint?
A data protection complaint is any concern raised by an individual regarding how Daniel Matthew Estate Agents has handled their personal information.
Examples may include:
• Concerns about the accuracy of personal information held
• Concerns that personal data has been shared incorrectly
• Concerns regarding the security of personal information
• Concerns about marketing communications
• Concerns regarding delays in responding to a data subject request
• Concerns about how personal information has been collected, stored or processed
How to Make a Complaint
Complaints can be submitted in writing using any of the following methods:
Email: info@danielmatthew.co.uk
Post:
Daniel Matthew Estate Agents
10 The Triangle, Bridgend, CF31 2LL
Telephone:
01656 750764
When making a complaint, individuals should provide:
• Their full name and contact details
• Details of the concern
• Any relevant dates, correspondence or supporting evidence
• The outcome they are seeking
Acknowledgement of Complaints
Upon receipt of a complaint, Daniel Matthew Estate Agents will:
• Record the complaint within our complaints register
• Acknowledge receipt within 30 calendar days
• Confirm who is handling the complaint
• Request any additional information required to investigate the matter
Investigation Process
Once a complaint has been received, we will:
• Review all relevant records and correspondence
• Make appropriate enquiries to establish the facts
• Speak with any members of staff involved
• Review relevant policies, procedures and legal obligations
• Take any necessary steps to prevent further issues occurring
Where appropriate, we may contact the complainant for further information or clarification.
Throughout the investigation process we will keep the complainant informed of progress where appropriate.
Complaints will be investigated without undue delay and as quickly as reasonably possible.
Outcome of the Complaint
Following completion of our investigation, we will provide the complainant with a written response outlining:
• Our findings
• Any actions taken
• Any corrective measures implemented
• Any further rights available to the complainant
Where a complaint is upheld, we will take reasonable steps to rectify the issue and prevent recurrence.
Escalation and Further Rights
We encourage individuals to allow us the opportunity to investigate and resolve their concerns in the first instance.
If an individual remains dissatisfied following our response, they may contact the Information Commissioner's Office (ICO).
Information Commissioner's Office
Website: www.ico.org.uk
Telephone: 0303 123 1113
Address:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Record Keeping
Daniel Matthew Estate Agents will maintain a register of all data protection complaints received.
Records will include:
• Date complaint received
• Name of complainant
• Nature of complaint
• Actions taken
• Date acknowledged
• Date resolved
• Outcome
Complaint records will be retained in accordance with our data retention policies.
Review of Procedure
This procedure will be reviewed periodically and updated where required to ensure continued compliance with UK data protection legislation and ICO guidance.
Last Reviewed: June 2026
Next Review Date: June 2027
Approved By: Laura Northover and James Northover
Directors
Daniel Matthew Estate Agents
