Privacy Policy

At Norfolk Roots, we are committed to safeguarding your privacy. This privacy policy covers the collection, use, and disclosure of personal information that we collect from you on this site. We only collect information required by us and/or any partner/associated companies to provide you with the products, quotes or information you have requested or may require.

Personal Information

When you register on our website, the Information you enter such as name, address, postcode, telephone number, email etc. may be used to make you aware of additional products and services that we believe may be of interest. By submitting your information, you consent to its use, as set out in this policy.

Data Collection

We collect information from the website in order to:
Identify you every time you visit our website; provide you with the services requested; occasionally contact you with information we believe will be of interest or of benefit to you such as new or existing services, offers or newsletters supplied by Norfolk Roots and/or by associated companies or third parties including a financial services provider.

If you would prefer your personal details to be amended or removed from our record, or you no longer wish to receive certain information, please contact us.

How to make a complaint

We are committed to providing a professional service to all our clients and customers.  When something goes wrong, we need you to tell us about it, in the first instance. This will help us to improve our standards.

We will where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement, or do not speak English as a first language

If you have a complaint, please put it in writing, including as much detail as possible.  We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you written acknowledgment of the receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of receipt of the original complaint.
  • If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff. 
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you are still not satisfied with our final viewpoint (or more than 8 weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge.

The Property Ombudsman
Milford House
43-55 Milford Street
01722 333 306

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months from the date of our final viewpoint , including any evidence to support your case.
The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Client Money Protect

At Norfolk Roots, we take the handling of our clients' finances very seriously. We understand the importance of trust when it comes to managing someone else's money and assets. That's why we have implemented strict procedures and guidelines to ensure the security and protection of all client funds.

Client Money Protect (CMP) is a government-approved client money protection scheme. This means that in the unlikely event of our agency going into administration, your money would be protected by CMP.

When working with clients and handling their finances, it is important to ensure that all procedures are carried out ethically and efficiently. As part of our commitment to providing excellent service, we are proud to be a member of The Property Ombudsman and have obtained our Client Money Protect Certificate.

Please see below for our Client Money Protect Certificate: