Policies and Procedures

Status Homes & Gardens Limited T/A Hot Tub House Yorkshire

and Status Doors & Windows are authorised

and regulated by the Financial Conduct Authority FRN 934902.

We act as a credit broker not a lender and offer finance from a panel of lenders

 

Privacy statement

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Who are we?

This privacy policy statement sets out the data processing

practices carried out through your use of this web site by 

http://www.statusdoorsandwindwos.co.uk
We act as a credit broker not a lender

and offer finance from a lender Propensio Finance LTD.

Status Doors and Windows is a trading name

of Status homes and gardens LTD

T: 01422 208789
E : craig@statusdoorsandwindows.co.uk

If you have any requests concerning your personal information

or any queries with regard to these practices please contact us.

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Links
This privacy policy only covers Status Doors and Windows

web site at www.statusdoorsandwindows.co.uk

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Information collected
We collect personal information from visitors to this web site

through the use of enquiry forms and every time you

e-mail us your details. Other than this, we do not store

or capture personal information but simply log your IP address

(this is the technical standard which ensures messages get

from one host to another and that the messages are understood)

which is automatically recognised by the web server.

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Use of personal information
We process personal information collected

via this web site for the purposes of: –

• Identifying potential customers.

• Dealing with your requests and enquiries.

• Customers who have a credit agreement with one of our panel of lenders

• Providing you with information about products and services offered by Brighouse Windows

We do not sell personal information collected through this site

or use your personal information for any other purposes than those stated above.

Cookies
Cookies may be used by us to provide you with customised information f

rom our web site. A cookie is an element of data that a web site

can send to your browser, which may then store it on your system.

Cookies allow us to understand who has seen which pages and advertisements,

to determine how frequently particular pages are visited and to

determine the most popular areas of our web site.

Cookies may also allow us to make our web site more user friendly by,

for example, allowing us to save your password so that you

do not have to re-enter it every time to visit our web site.

 

We use cookies so that we can give you a better experience

when you return to our web site.

Most web browsers automatically accept cookies.

You do not have to accept cookies, and you should read the

information that came with your browser software to see how

you can set up your browser to notify you when you receive a cookie,

this will give you the opportunity to decide whether to accept it.

If you disable cookies from your browser you may not

be able to access certain features of a particular web site.

For more information about our use of cookies please 

https://ico.org.uk/for-the-public/online/cookies/

Security
We endeavour to take all reasonable steps to protect

your personal information.

All the data collected by us is stored on a secure server.

The secure server software encrypts all information

you input before it is sent to us.

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Using your information for fraud prevention
We may share your personal information

with fraud prevention agencies.

If false or inaccurate information is provided and fraud is identified,

details of this fraud will be passed to those agencies

to prevent fraud and money laundering.

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Checking your identity
We may ask you to provide physical evidence of identity

verification as a lender will search the files of credit

reference agencies which will keep a record of their search,

whether or not your application for a loan proceeds.

This is not seen by us or shared with any other 3rd parties

unless written consent is received from you.

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Money Laundering Checks
To comply with Anti-Money Laundering regulation,

there are times when the lender will need to confirm

or re confirm your name and address.

This is not seen or shared with any other 3rd parties

unless written consent is received from you.

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How we manage Special Category Data
In the unlikely event of us receiving Special Category Data

as defined in GDPR   

https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/lawful-basis-for-processing/special-category-data/ 

Brighouse Windows will inform you of the receipt of this

information to discuss the deletion of this data.

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Disclosures
Brighouse Windows will not disclose personal information to

other companies and suppliers as we do not use

third parties to process your data.

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Internet-based Transfers
Given that the Internet is a global environment,

using the Internet to collect and process personal data

necessarily involves the transmission of data on an international basis.

Therefore, by browsing this web site and communicating

electronically with us you acknowledge and agree to

our processing of personal data in this way.

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Personal Data and your rights
If we collect any personal data from you, you have the right to

receive/amend/delete information about the

personal data we hold about you.

Status doors and windows do not charge a fee for

this unless we believe the request is excessive or unfounded.

If we refuse a request we will tell the individual why and

that they have the right to complain to the supervisory authority

and to judicial remedy. Status doors and windows

will do this without undue delay and at the latest within 1-month.

If at any time you no longer wish to receive any of our e-bulletins,

newsletters or other information for which you have subscribed

our partner retailer process, then please contact us

so that we can remove your relevant details.

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Changes to this Privacy Policy
We may make changes to this Privacy Policy from time to time.

You should check this page regularly to see our most

up to date policy.

We will tell you about any changes to this Privacy policy

by showing the date of the changes in the ‘Last updated’

section below. By using the website after the

date we make any changes, you are agreeing to the changes.

Last updated: Feb 2023

Status homes and gardens Limited are authorised and regulated

by the Financial Conduct Authority FRN 934902.

We act as a credit broker not a lender

and offer finance from a panel of lenders

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Complaints procedure

STATUS HOMES AND GARDENS LIMITED

Updated February 2023

Complaints Contact Details

Name: Craig Smith – Director

Telephone:  01422 208789

E-mail:  craig@statusdoorsandwindows.co.uk

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Our Procedures
Any complaint verbal or written will be referred to our complaint’s manager at the earliest
opportunity or to a member of the senior management if the complaints manager is unavailable.
We will also
• Acknowledge the complaint in writing promptly
• Record details on the firm’s system
• Make contact to seek clarification on any points where necessary
• Fully investigate the complaint
• Keep you informed of our progress
• Discuss with you our findings and proposed response
• Ensure that our firm partners have a compliant complaints procedure and are
communicating with their customer using this
• Provide clear deadlines to respond
You will receive contact from us advising on progress if we cannot respond immediately.

We will let you have our final response as soon as possible and not later than eight weeks.

Status Homes & Gardens Ltd T/A Hot Tub House Yorkshire
Customers may express dissatisfaction to us about our products and services.

We will need to establish whether or not the complaint relates to the information given,

the firm or the service and installation.

If unclear, this must not delay investigation and we will proceed with our own investigation.

The complaints manager will review this matter and take the complaint to the firm for
them to investigate and provide a written explanation and any supporting information.

This may include photos, checklists or remedial satisfaction notes.

Investigation
The complaints manager will establish the nature and scope of the complaint

having due regards to the Financial Conduct Authority’s direction:
• Deal with complaints promptly and fairly
• Give complainants clear replies and, where appropriate, fair redress
• We may take up to 8-weeks to provide a response

 

Eligible Complainants

It is the firm’s policy to treat all complainants the same, however, eligible complainants, customers
that have purchased goods and services using a lenders finance, are legally defined and have
additional rights in law that we must acknowledge and adhere to.

The Financial Conduct Authority complaints rules apply to complaints:
• Made by, or on behalf of an eligible complainant.
• Relating to regulated activity.
• Involving an allegation that the complainant has suffered, or may suffer,

financial loss, material distress or material inconvenience.

Final response
This will set out clearly our decision and the reasons for it. If any compensation

is offered a clear method of calculation will be shown.
The firm must include details of the Financial Ombudsman Service in the final response

if dealing with an eligible complainant and a regulated activity, we will:
• Explain that the complainant must refer the matter to the ombudsman within six months of
the date of the final response letter or the right to use this service is lost
• Indicate whether or not we consent to waive the relevant time limits.

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Complaints Settled within 3 business days
Complaints that can be settled to the customer’s satisfaction within 3 business days

can be recorded and communicated differently.
Where we consider a complaint to be resolved to the customer’s satisfaction under this section, the
firm will promptly send a ‘Summary Resolution Communication’,

being a written communication from them which:
(1) refers to the fact that the customer has made a complaint and informs them that they now
consider the complaint to have been resolved to the customers satisfaction.
(2) The firm will tell the customer that if they subsequently decide that they are dissatisfied with
the resolution of the complaint they may be able to refer the complaint back to the firm for
further consideration or alternatively refer the complaint to the Financial Ombudsman Service;
(3) Provide the website address of the Financial Ombudsman Service; and
(4) Refer to the availability of further information on the website of the Financial Ombudsman Service.
In addition to sending you a Summary Resolution Communication, the firm may also use other
methods to communicate the information where:
(1) We consider that doing so may better meet the customer’s needs; or
(2) They have already been using another method to communicate about the complaint.

Thismay include recorded calls, emails or text messages.

Closing a complaint
We will consider a complaint closed when we have made our final response to the customer.

This does not prevent a customer from exercising any rights they may have to

refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

We will co-operate fully with the Ombudsman in resolving any complaints made

against us and agree to be bound by any awards made by the Ombudsman.

The firm undertakes to pay promptly any fees levied by the Ombudsman.

How Long You Have to Complain to the Financial Ombudsman Service
You have the right to refer your complaint to the Financial Ombudsman Service,

free of charge – but you must do so within six months of the date the final response letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider
your complaint and so will only be able to do so in very limited circumstances.

For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

 

Contact:
The Financial Ombudsman Service, Exchange Tower, London E14 9SR
Tel: 0800 023 4567 (free for most people ringing from a fixed line)

or 0300 123 9123 (cheaper for those calling using a mobile)

or 020 7964 0500 (if calling from abroad)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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