PRIVACY POLICY

Longbrook Logs is committed to ensuring that your privacy is protected.
This Privacy Policy explains how we use the information we collect from you, how you can
instruct us if you prefer to limit the use of that information and the procedures that we have in
place to safeguard your privacy.
Personal Information
The Personal Information is information that identifies you as an individual to us or relates to
an identifiable individual, including:
 Your Name
 Company Name
 Postal Address
 Email Address
 Telephone Number
For us to provide the requested services to you, we need to collect and process these types of
Personal Information, or it is because we are legally required to do so. If you do not provide
the information that we request, we may not be able to provide you with the requested
services.
If you would like to request to review, correct, update or delete your Personal Information
that you have previously provided to us, then you may make this request by email to
admin@mintridge.com
How We Collect Personal Information
We collect personal information in the following ways:
1. When we speak to you on the telephone
2. When you email us directly
Use of Personal Information
We use Personal Information for our legitimate business interests, including the following:
1. To respond to your enquiries, fulfil your requests and provide you with related
customer services
2. To manage your account and provide invoices for work carried out
3. We may also use aggregate information and statistics for the purpose of monitoring
website usage in order to help us to develop the website and our services, and may
provide such aggregate information that can be use to identify any individual.
Protecting Information
Longbrook Logs does not rent or sell personal information to anyone and will
only disclose this information for legal reasons and if required by law.
We seek to use reasonable organisational, technical and administrative measures designed to
protect Personal Information within our organisation. However, no data transmission or

storage system can be guaranteed to be 100% secure. If you have reason to believe that your
interaction with us is no longer secure, then you must contact us immediately.
Our Use of Cookies
A cookie is a small text file written to your machine by a web server. The information in this
file is used to identify you to the server and aid your navigation through our site. We make
use of cookies to gather important information about how users move around the site. This
enables us to understand how the site is used and to make improvements.
If you are concerned about cookies, you have the ability through your browser either to reject
all cookies or to provide a warning before any cookie is uploaded onto your computer, but if
you decide to reject cookies you may find that you will not be able to take full advantage of
some of the features and services in the Longbrook Logs website.

 

COMPLAINTS POLICY

Longbrook Logs is committed to providing a high-level service to our clients.

If you are not satisfied we need to hear from you to resolve the matter. This will also help us to improve our standards.

Therefore, we aim to ensure that:

  • making a complaint is as easy as possible;

  • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;

  • we deal with it promptly, politely and confidentially; and

  • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

  • resolve informal concerns quickly;

  • keep matters low-key; and

  • enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally,

then the formal complaints procedure should be followed.

Complaints Procedure

If you have a complaint, please contact Peter Wallace.

You can write to the Director at: Longbrook Logs, Longbrook Farm, Thurning, Cambs, PE8 5RG

alternatively please email info@longbrooklogs.co.uk

Next steps

  1. We will send you a letter/email acknowledging receipt of your complaint.
    You can expect to receive a response within 5 working days of us receiving your complaint.

  2. We will record your complaint in our Complaints Register within a day of having received it.

  3. We will acknowledge your reply to our acknowledgement letter and confirm what will happen next.
    You can expect to receive our acknowledgement letter within 5 working days of your reply.

  4. We will then start to investigate your complaint.

  5. In most cases, we resolve the situation with the customer within 7 working days.