Complaints process

Effective date: 5th September 2025 Review date: 1st September 2026

Sovereign Estates are committed to providing you with the highest level of service possible, but sometimes, things can go wrong. By letting us know when you have a problem, we can work with you to understand what has happened and put it right. This easy to use guide tells you how to make us aware of your views so we can address any concerns you may have, quickly and professionally.

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How do I report a complaint?

The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post , or you can send us an email.

We will aim to resolve any issues immediately, however if this is not possible then your concerns well be escalated to a manager who will investigate the matter.

Address: Suite 12, 25 Hyde Gardens, Eastbourne, East Sussex BN21 4PX

Phone: 01323 692860

Email: james@sovereign-estates.co.uk

What happens next?

Once we have your complaint, we will:

• Send you written acknowledgment within three working days which will outline who is responsible for investigating the issues raised.
• Collate as much information as possible and liaise with the various departments involved to establish all the facts.
• Send a detailed response within fifteen working days, informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns however, you will receive a written explanation for the delay.
• All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
• Should you have any concerns in the meantime however, please contact the member of staff who’s name appears on the letter of acknowledgment

Still not happy?

After receiving our response, if you feel your complaint has not been fully addressed, please let us know and we will aim to resolve the matter for you.

Your concerns will be acknowledged within three working days of receipt and your complaint will be passed onto to an alternative, more senior member of staff for consideration.

Where possible, a final response will then be issued within fifteen working days. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to a third party.

If you are still not satisfied with the outcome, we would advise that you contact our independent redress scheme.

Independent redress scheme

Property redress

Phone: 0333 321 9418

Email: info@propertyredress.co.uk

Website: www.propertyredress.co.uk

You must refer your complaint to the redress scheme within six months of our final correspondence regarding the complaint.

Send your complaint to Propertymark

If neither the agent nor the independent redress scheme has resolved your complaint satisfactorily—and the agent is a Propertymark member—you can escalate the matter to us. We will investigate where there is evidence that the agent has breached our Conduct and Membership Rules.

Privacy policy

Effective date: 5th September 2025 Review date: 1st September 2026

At Sovereign Estates (“we”, “our”, “us”), we are committed to protecting your privacy. This Privacy Policy explains how we collect, use, and protect your personal data when you interact with our website, services, and other business operations. Please read it carefully to understand our views and practices regarding your personal data.

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Information we collect

We collect and process the following types of information:

• Personal Information: Name, email address, phone number, date of birth, gender, and other personally identifiable details you provide to us.
• Property-related Data: Details of properties you are interested in, including preferences, transaction history, and feedback.
• Communication Data: Information about how you communicate with us (e.g., emails, calls, live chat).
• Technical Data: IP address, browser type, location data, cookies, and other technical details gathered from your interaction with our website or services.

How we use your information

We use your personal data for the following purposes:

• To Provide Services: To offer you property listings, market analysis, valuations, and other estate agency services.
• To Process Transactions: To facilitate property sales, rentals, and other related services.
• To Communicate with You: To respond to your inquiries, send updates, and provide customer support.
• Marketing and Advertising: To send you marketing materials (where applicable) that we believe may be of interest to you. You may opt out at any time.
• Improvement of Services: To enhance our website, products, services, and user experience.

Sharing your information

We do not sell, rent, or trade your personal data. However, we may share your information with:

• Service Providers: Third-party companies that assist us in operating our business (e.g., website hosting, payment processors, or marketing agencies).
• Legal and Compliance: If required by law, or in response to legal requests from government authorities or regulatory bodies.

We will ensure that any third party with whom we share data is required to protect your data in accordance with this Privacy Policy.

Data security

We take appropriate security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. These measures include encryption, firewalls, and secure servers. However, please note that no method of transmission over the internet or method of electronic storage is 100% secure.

Retention of data

We will retain your personal data for as long as necessary to fulfill the purposes outlined in this policy or as required by law. If you request that we delete your data, we will comply, subject to legal and regulatory retention requirements.

Your rights

You have the following rights concerning your personal date:

• Access: You can request a copy of the personal data we hold about you.
• Correction: You can request corrections or updates to your personal data if it is inaccurate or incomplete.
• Deletion: You can request that we delete your personal data, subject to applicable legal obligations.
• Restriction of Processing: You can request that we limit the way we process your personal data.
• Objection: You can object to how we process your personal data in certain circumstances, such as for direct marketing purposes.

To exercise any of these rights, please contact us at eastbourne@sovereign-estates.co.uk.

Cookies

We use cookies to improve your browsing experience, analyze website traffic, and for targeted advertising. You can control the use of cookies through your browser settings.

Changes to this privacy policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated “Effective Date.” We encourage you to review this policy periodically.

Contact Us

If you have any questions about this Privacy Policy or our data practices, please contact us at:

Sovereign Estates 
Suite 12, 25 Hyde Gardens, Eastbourne BN21 4PX
01323 692860
eastbourne@sovereign-estates.co.uk