our services

Alongside a career in football, Callum became an

investor landlord in 2013. Quickly Callum realised

a gap in the market for a property

management company that his colleagues in the

football industry could trust and so he went on

to gain his Level 6 Award in Residential Letting

and Property Management and became a registered

letting agent. With extensive market knowledge,

combined with a personal touch, Callum prides himself in growing his own property portfolio and providing

his contacts a means to achieve the same.

An investor landlord himself with ample experience in property renovation management, James has found property ownership an ideal additional income stream to sit alongside his earnings from a career in football. With extensive contacts amongst the estate agency, mortgage and sports industries, James provides a wealth of connections and a fully serviced package to all of Altro’s members. James thrives on meeting new people and is excited to build new relationships to help others with their property aspirations via the services that Altro has on offer.

altro property

privacy policy

Our contact details

Altro Property Ltd

13/1 Rocheid Park, Edinburgh, EH4 1RU

07885 774793

info@altroproperty.co.uk

https://altroproperty.co.uk

The type of personal information we collect

We currently collect and process the following information:

· Name and contact details

· Financial information including bank statements and wage slips

· Employment details such as job titles

How we get the personal information and why we have it

Altro Property acts as Data Controller in relation to any personal information collected and most of the personal information we process is provided to us, directly by you, for one of the following reasons:

· To carry reference checks

· To draw up tenancy agreements

We also receive personal information from other sources such as previous landlords.

Any personal information provided is only used by Altro Property to provide letting agency services to prospective tenants, tenants and landlords.

If you do not provide personal information requested, then Altro Property may be unable to provide you with an effective lettings agent service.

How we store your personal information

Your information is securely stored electronically by Altro Property.

We keep your contact details for 5 years. We will then dispose of your personal information by deleting these records

Your data protection rights

Under data protection law, you have rights including:

Your right of access - You have the right to ask us for copies of your personal information.

Your right to rectification - You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

Your right to erasure - You have the right to ask us to erase your personal information in certain circumstances.

Your right to restriction of processing - You have the right to ask us to restrict the processing of your personal information in certain circumstances.

Your right to object to processing - You have the the right to object to the processing of your personal information in certain circumstances.

Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.

You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.

Please contact us if you wish to make a request.

How to complain

If you have any concerns about our use of your personal information, you can make a complaint to us at:

Altro Property Ltd, 13/1 Rocheid Park, Edinburgh, EH4 1RU

You can also complain to the ICO if you are unhappy with how we have used your data.

Information Commissioner’s Office

Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Helpline number: 0303 123 1113 ICO website: https://www.ico.org.uk

LARN: 2405002

altro property

complaints procedure

1.0 Our approach to complaints

Altro Property Ltd is committed to providing high-quality customer services. We value complaints and use information from them to help us improve our services so if something goes wrong or if you are dissatisfied with our services, we want you to tell us.

This complaints procedure explains how to make a complaint. It also tells you about what you can expect from us.

2.0 What is a complaint and what can and can’t I complain about?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us, or by a contractor or anyone else working on our behalf.

2.1 What can I complain about?

You can complain about things like:

• delays in responding to your enquiries and requests
• failure to provide a service
• our standard of service
• treatment by or attitude of a member of staff
• our failure to follow proper procedure.

Your complaint may involve more than one of our services or be about someone, including a contractor, working on our behalf.

2.2 What can’t I complain about?

There are some things we can’t deal with through our complaints procedure. These include:

• a routine first-time request for a service, for example reporting a problem that needs to be repaired or initial action on anti social behaviour.
• requests for compensation.
• complaints that are not service-related but that instead are about your tenancy, such as a problem with a neighbour or antisocial behaviour.

3.0 Who can complain?

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. Our staff can also help you with your complaint, should you need assistance. For more information on external organisations and services that can help you make your complaint see section 6: Getting help to make your complaint.

4.0 How do I complain and how long do I have to make a complaint?

You can complain in writing to Altro Property at

13/1 Rocheid Park

Edinburgh

EH4 1RU

Or by email at callum@altroproperty.co.uk

It is easier for us to resolve complaints if you make them quickly and directly so we can try to resolve any problems on the spot. When complaining, tell us:

• your full name and address
• as much as you can about the complaint
• what has gone wrong
• how you want us to resolve the matter.

4.1 How long do I have to make a complaint?

Normally, you must make your complaint within six months of:

• the event you want to complain about, or
• finding out that you have a reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.

5.0 Resolving complaints

Our aim is to resolve complaints as quickly as possible (while providing a satisfactory outcome) and we will tell you who is dealing with your complaint at the outset.

This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.

We will give you our decision in five working days or less, unless there are exceptional circumstances.

If we can’t resolve your complaint at this stage, we will explain why.

All correspondence relating to a complaint will be held for at least 5 years.

5.1 What if I’m still dissatisfied?

After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can refer your complaint to the First Tier Tribunal for Scotland (Housing & Property Chamber). They can be contacted at:

Tribunals Centre

20 York St

Glasgow

G2 8GT

Tel: 0141 302 5900

The Tribunal cannot normally look at:

• a complaint that has not completed our complaints procedure
• events that happened, or that you became aware of, more than a year ago
• a matter that has been or is being considered in court.

6.0 Getting help to make your complaint

We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.

You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance or Citizens Advice Bureau.

Scottish Independent Advocacy Alliance

Tel: 0131 260 5380 Fax: 0131 260 5381 Web: www.siaa.org.uk

Citizens Advice Scotland

Web: www.cas.org.uk Or check your phone book for your local bureau

MAY 2024

As with any investment, our members may get back less than the amount invested. Property and rental price performance are never guaranteed. Although we will work hard for you, you are investing at your own risk.