FAQ – Frequently Asked Questions for TwentyEA Complaints.
- With things like this everyone has questions. These are the most common ones that we have been asked over the last couple of years and we hope that they will provide useful and helpful answers.
Why do you need my address?
Your address is what we use to store the relevant details in our database, so we need your address to be able to find your record in our system.
Where do you get my data?
We receive data from thousands of different data sources which include but are not limited to surveys, searches, and reputable third-party data suppliers.
How do you know I’m moving?
We don’t know for certain that you’re moving, but our data is usually very accurate. Every transaction relating to a property (in this case, your house!) leaves a trail of paperwork which can include surveys, mortgage applications, and so on. We receive data on most, but not all, of these things and in the vast majority of cases they indicate that your house is on the market.
I have received post in someone else’s name. This person has never lived at this property.
The names that we receive are connected to the addresses where we send the marketing information and come from reputable data providers. These are checked against the MPS (Mailing Preference Service) and deceased registers. At some point the name has been associated with your address, and the person has given permission to use their details for third-party marketing.
Under GDPR we are only able to give out personal information that is related to the data subject i.e. you/ the person to which the letter is named as this data is personal. We will be able to suppress the incorrect details from our system and inform you of the original data supplier
To let us know of the inaccurate information and to ensure that you no longer receive letters with this name attached, please let us know by filling out this form with all the relevant information. We will stop all marketing communications from TwentyEa and our clients addressed to this name and inform you of where we received them.
I don’t remember giving you permission to use my data?
We receive our personal data from reputable data suppliers, and all of the data we use has the correct marketing permissions associated with it.
If you wish to know which company we received your information from, please fill out this form with all the relevant information and we will inform you of the relevant data supplier and stop the marketing communications for you.
My house is not up for sale/ we are not moving, what makes you think we are?
Where we’ve supplied a record connected to a move by specialist companies, we’ve identified that the property is on the market from one of thousands of different sources. On very rare occasions, this information that we’ve been given is wrong, and we’re really sorry that this has happened.
Occasionally we can be misinformed, by such simple errors as the wrong house number being keyed in, but this is a very rare occurrence.
Our sale is private so how do you know I’m moving?
Although you have not involved an estate agent in your sale there are a number of steps which a sale process must go through and for which we receive publicly available information. These can include but are not limited to: surveys, searches, registers, and so forth.
Have you received my Personal Data from another individual?
No. We do not receive any of our data from a single person, we receive all our data from reputable companies. Data is checked against MPS (Mailing Preference Service) and deceased registers before being used.
I want you to delete my data. Why won’t you delete it?
This is sometimes known as the Right to Erasure, or the Right to be Forgotten. Deletion of your data means that we would completely remove your data from our database. As we receive frequent updates of data from our various suppliers, your details are potentially able to be reintroduced to our system if you are ‘known’ by more than one of them. This means that we could inadvertently contact you again, as we would have no means of knowing that you do not wish to receive more information from us. Why? Because we have deleted every trace of you from our system. Suppressing your data, which means that we store a minimal amount of data (which is allowed under GDPR) and place a marker against it, so we can make sure that you do not receive any further marketing from any of our clients.
To suppress your data, please fill out this form with all the relevant information.
If we haven’t answered your questions, with our most common questions above, then please contact us and ask us the question on: https://www.twentyea.co.uk/opt-out/. If you fill out the form with all the relevant information including your email address we will get back to you, usually within three working days. Under the new General Data Protection Regulations (GDPR) we have up to 30 days to deal with your request, but we try to be as quick as possible as we realise that your concerns are important. Your email address, when supplied via this form, is only held in order to communicate with you more quickly than sending a letter. Please note that we respond to all of these queries in writing, either by email or posted letter.