A complaint is any contact from, or on behalf of, a customer or potential customer who is not satisfied with any part of our service.
We always want the opportunity to resolve any issues our customers have so want to hear about it as soon as possible. You can contact us through the following methods, and we will acknowledge your complaint within 3 working days of receipt:
Phone: +44 7572 445 307
Email: info@oakspring.co.uk
By Post: 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Upon receipt of your complaint, we will allocate it a reference number to investigate further and at all stages communicate to you the status of our findings, timescales and expected resolution.
In every circumstance we will endeavour to handle your complaint to resolution and satisfaction. In the rare circumstances we are not able to resolve your complaint, we can offer an official apology, a gesture of goodwill or compensation.
Confirmation of any resolution will be communicated to you by your preferred contact method.
OakSpring are committed to providing the highest possible standard of customer service but at the times when a customer feels our service falls short of this, we will endeavour to resolve your complaint quickly, efficiently and within 28 working days. If a complaint cannot be resolved within this timeframe, we make the commitment to ensure that customer is kept informed and updated on the progress throughout its journey. You can be assured that all of our complaints will be investigated thoroughly, and appropriate actions taken.
Upon resolution we will provide the customer with written acknowledgement that the complaint is closed, this will include (where appropriate) an apology, an explanation and/or compensation. We’ll also provide feedback on what we have done to put things right.
We collect most personal information directly from you. For example, we will collect your personal information when you apply or place an order for a product or service or talk to us in person or on the phone.
We also collect information from you electronically. For instance, when you visit our website or whenever you apply for or access OakSpring products and services electronically. We may also collect personal information about you from other people or organisations such as the authorised reseller who sold you the product and credit reporting bodies (for more details see our Credit Reporting Policy). We also collect website usage information using cookies.
We use technology called cookies when you visit our site. Cookies are small pieces of information stored on your computer, mobile or handheld device such as a tablet when you visit certain web pages. Cookies are also used to tailor products and services offered and advertised to our customers, both on this website and elsewhere. The information collected by cookies themselves cannot be used to identify you personally. Therefore, unless you identify yourself (such as by requesting a product or service or entering your details as part of a registration or login process), we will not link any record of your usage of the website to you personally.
We use cookies to make our website easier to use and so that we can provide the best possible service. Cookies are an essential part of how our website works, and to ensure it works properly for you, we recommend that they are enabled. You can disable cookies, but you may not be able to take full advantage of certain parts of our website or other websites, whether or not linked to our website.
The content, materials and/or applications displayed on our site and/or website(s), including without limitation all materials, editorial materials, information, graphs, photographs, illustrations, artworks, drawings, other graphic materials, names, logos, trademarks and other intellectual property and all intellectual property rights in our site are all protected by copyright laws and treaties around the world. All such rights are reserved.You agree not to reproduce, retransmit, distribute, disseminate, sell, publish, broadcast, or circulate any content, materials and/or applications without our prior written consent.If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.Save for the above, we do not grant any licence or right in, or assign all or part of, the intellectual property rights in the content, materials and/or applications incorporate into our site and/or website(s).
Our Organisation collects a broad range of information from and about people who access or use this website or its products and services. When you apply for our products or services we may ask you for personal information, such as your name, contact details, email address and banking and credit card details. This is not an exhaustive list.
For what purposes do we collect, hold, use and disclose personal information?
The main reason we collect, hold, use and disclose your personal information is to provide you with products and services.
This includes:
If you do not allow us to collect all of the information we request, we may not be able to answer your query or provide all products and services effectively to you.
Direct marketing is when we advertise or make an offer to you, not on television or radio, but to you personally.
We will only direct market to those who reasonably expect it. If you tell us you don’t want to receive direct marketing we’ll respect your wishes.
You can opt-out of direct marketing or update your preferences so we only contact you in your preferred channels by writing to us at:
OakSpring Property Group Ltd.
167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Or email to: info@oapspring.co.uk
We may share your personal information with the following:
We do not disclose your personal information to a recipient which is located outside of the United Kingdom.
Much of the information that we hold about you will be stored electronically by us on a secure network. Some information we hold about you will be stored in paper files or hard copy for example, in purchase orders, sales confirmations and customer account creation forms.
We use a range of physical and electronic security measures to protect the security of the personal information we hold.We take reasonable steps to maintain the security of your personal information and to protect it from misuse and loss and from unauthorised access, modification or disclosure.
Whilst we take these steps to maintain security of your personal information, you should be aware of the many information security risks that exist today and take appropriate steps to help safeguard your information including keeping passwords confidential and maintaining up to date anti-malware (also known as anti-virus) protection on equipment used during any communication, registration or login process.
This website may contain links to other websites. Those websites are not under the control of this Organisation, nor can this Organisation accept responsibility for the conduct of the operators of them. You are responsible for information that you provide through any other website. This policy does not cover the privacy practices of any other website. This Organisation suggests you read the terms and conditions, privacy policies, credit reporting policies and other relevant information from these other websites if you decide to click on any links to those websites and/or use them.
We may collect, use, hold and disclose certain credit information about you for the purposes of providing you with products and services and to process your payments for these products and services. Credit related information includes information such as your name and contact details, your credit history, details of any credit you have sought or obtained from other credit providers, any credit rating or assessment score that we may calculate or obtain from a credit reporting body including details of any insolvency applications or credit-related court proceedings that relate to you.
We may collect credit related information about you and hold this credit related information in order to conduct a credit assessment on you, to evaluate your credit-worthiness and to decide whether to provide you with our products and services on credit. We may disclose your credit related information and your personal information to third parties, including debt collectors, credit management agencies, other credit providers, credit reporting bodies and government bodies and regulatory authorities (where authorised by law).
The credit reporting bodies may include your information in reports provided to other credit providers to assist them to assess your credit worthiness. If you do not pay for our products and services that we provide to you, if you commit fraud, or try to do so, or if you otherwise commit a serious credit infringement, we may disclose this information to these credit reporting bodies. This may affect your ability to obtain credit in the future.
You have a right to access the credit related information that we hold about you, to correct that credit related information and to make a complaint about our handling of your credit related information. More information about how to access and correct the credit information that we hold about you and how to lodge a complaint relating to our treatment of your credit related information (and how we will deal with it) can be found in our Credit.
We take all reasonable steps to ensure that the personal information we collect is accurate and up to date.
You can request access to the personal information we hold about you. You can also ask for corrections to be made. For example, if any of the information that you have provided to us has changed such as your contact details you may contact us to correct the information.
Please provide to us any changes by writing to us at the address set out in How to contact us section of this policy below.
You can contact us by writing to us:
OakSpring Property Group Ltd
167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Or email to: info@oakspring.co.uk
You can contact us by writing to us:
From time to time we may need to update this Privacy Policy. If we do so, we will post the updated version on our website https://oakspring.co.uk/privacy-policy. Any updates to the Privacy Policy will be effective from the date on which they appear on this website. The Privacy Policy should be read regularly to understand and obtain the most up to date version.
Registered office:
167-169 Great Portland Street,
5th Floor, London
United Kingdom, W1W 5PF
Company Number: 15979990
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