Whilst reasonable care is taken to ensure that the information contained on this website is accurate, we cannot guarantee its accuracy.

StoryHouse provides the general informational content of this website on an "as is" basis and makes no representations or warranties with respect to such content. Property particulars, including measurements and descriptions, are provided in accordance with the Consumer Protection from Unfair Trading Regulations 2008 and are prepared with reasonable care. However, they are approximate and for general guidance only and should not be relied upon as statements of fact. Prospective buyers and other interested parties should satisfy themselves as to the accuracy of any particulars by inspection or otherwise. Opinions expressed on this website are not statements of fact. Nothing on this website shall be regarded or taken as financial advice.

You acknowledge that you are responsible for the use to which you put this website and the results and information you obtain from it. To the fullest extent permitted by law, we exclude all implied warranties, conditions, and representations in respect of the general informational content of this website.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by English law. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

Subject to the above, we shall not be liable for any indirect, consequential, or special loss or damage arising out of or in connection with your use of or inability to use this website.

The copyright in this website and its content belong to StoryHouse. You may not make a permanent copy of or reproduce this website or any of its contents in any form. You may not reproduce or incorporate this website or any of its contents into any other website. You may only print or cache temporary copies of the content for your own personal non-commercial use.

StoryHouse welcomes links to this site from relevant third party websites. However, if requested in writing by StoryHouse, links must be removed within 24 hours. Nothing on this site should be construed as granting any licence or rights to use or distribute any site content without express written agreement.

Whilst we take every care to ensure that the standard of this website remains high and to maintain the continuity of it, the Internet is not always a stable medium, and errors, omissions, interruptions of service and delays may occur at any time. As a result, we do not accept any ongoing obligation or responsibility to operate this website (or any particular part of it).

If any part of our terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

This website contains links to third party websites over which StoryHouse has no control. StoryHouse assumes no responsibility for the content of third party websites or for any losses which may arise out of use of a third party website. The presence of a link to a third party does not necessarily mean that StoryHouse endorses that site or has or has not any association with the proprietor of that website.

These terms and conditions and your use of this website are governed exclusively by English law and any disputes arising from or in connection with these terms and conditions and your use of this website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

StoryHouse (Agency) Ltd takes the security and privacy of personal information extremely seriously and complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

We process personal data in connection with the services we provide, including residential property sales. We do not sell, rent, or trade personal data to third parties. Where we share data with third-party service providers, we do so only where necessary to provide our services and under appropriate contractual safeguards. Full details of what personal data we collect, who we share it with, the legal basis for processing, your rights as a data subject, how long we retain your data, and how to make a complaint are set out in our Privacy Policy at https://storyhouseagency.co.uk/privacy/.

StoryHouse (Agency) Ltd is a member of The Property Ombudsman. 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 so we can put things right and improve our standards. If you wish to make a complaint, please put it in writing to info@storyhouseagency.co.uk, including as much detail as possible about the matter and the outcome you are seeking.

What will happen next:
We will send you a written acknowledgement 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 involved. A formal written outcome of our investigation will be sent to you within 15 working days of the acknowledgement letter.

If you are still not satisfied at this stage, you should contact us again and we will arrange for a separate review to be carried out by a senior member of staff who was not involved in the original decision. You should request this review within 14 days of receiving our initial response. We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter. Our final viewpoint letter will set out our position, any offer of redress, and your right to refer the matter to The Property Ombudsman.

If you remain dissatisfied after receiving our final viewpoint letter, or if more than eight weeks have elapsed since you first made your complaint, you may request an independent review from The Property Ombudsman at no cost to you.

The Property Ombudsman Milford House 43-55 Milford Street Salisbury Wiltshire SP1 2BP
Telephone: 01722 333 306 Email: admin@tpos.co.uk Website: www.tpos.co.uk

Please note: you must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, together with any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house procedure before being submitted for independent review.
We keep a written record of all complaints received and their outcomes for a minimum of six years.

StoryHouse (Agency) Ltd (company number 16063133) is registered with HMRC for anti-money laundering supervision. We are required by law to verify the identity of our clients before providing certain services and to report any suspicious activity to the National Crime Agency.

We are a member of The Property Ombudsman. We are registered with the Information Commissioner's Office, registration number ZB811276.

Nothing in these terms and conditions affects your statutory rights as a consumer under the Consumer Rights Act 2015. Under that Act, our services must be performed with reasonable care and skill, and you have legal remedies available to you if they are not. For further information about your statutory rights, contact your local Citizens Advice Bureau or visit www.citizensadvice.org.uk.

We reserve the right to update or amend these terms and conditions from time to time. If we make material changes, we will indicate this by updating the "last updated" date at the top of this page. We encourage you to review these terms periodically. Continued use of the website after changes are posted constitutes your acceptance of the revised terms. If you do not agree with any changes, you should stop using the website.