Privacy Policy

1. Introduction

This policy explains how Susi Knightwell Properties ("we", "us", "our") collects, uses and protects your personal data when you use our website, contact us about buying, selling or letting a property, or otherwise deal with us as an estate agent.

We are committed to handling your data lawfully and transparently in line with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations (PECR).

2. Who we are

Susi Knightwell Properties is the data controller for the personal data described in this policy.

3. What personal data we collect

Depending on how you interact with us, we may collect:

• Identity data: name, date of birth, photo ID, proof of address
• Contact data: address, email, phone number
• Property data: address and details of properties you are buying, selling, letting or renting
• Financial data: mortgage in principle details, proof of funds, income information (where relevant to a transaction)
• Verification data: documents and information collected to meet anti-money laundering requirements (see section 6)
• Communications: emails, messages, call notes and meeting records
• Technical data: IP address, browser type, device information, pages viewed, collected via cookies and analytics (see section 8)
• Marketing preferences: whether you have opted in or out of marketing communications

We do not knowingly collect special category data (such as health or financial hardship details) unless you volunteer it, for example to explain a specific requirement for a property search.

4. How we collect your data

• Directly from you: enquiry forms, viewing bookings, valuation requests, phone calls, emails, in-person meetings
• Automatically: through cookies and analytics tools when you visit our website
• From third parties: property portals (e.g. Rightmove, Zoopla, OnTheMarket) when you enquire about a listing, mortgage brokers or solicitors involved in your transaction, or identity verification providers

5. How we use your data and our legal basis

Where we rely on consent, you can withdraw it at any time (see section 13).

6. Anti-money laundering and identity verification

As a UK estate agency business, we are a "relevant person" under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017. This means we are legally required to:

• Verify the identity of buyers and sellers we act for, usually through photo ID and proof of address
• Carry out source-of-funds checks where required
• Retain copies of this information for 5 years after the end of the business relationship, as set out in section 11
• Report any suspicious activity to the National Crime Agency where legally required

We may use a third-party electronic verification provider to carry out these checks. Details of the provider we use can be added here: [insert provider name].

7. Sharing your data with third parties

We may share your data with:

• Solicitors and conveyancers acting on a transaction
• Mortgage brokers and lenders, where relevant
• Property portals, for marketing a listing
• Identity verification providers, for AML compliance
• CRM, email marketing and website analytics providers who process data on our behalf
• Regulatory bodies, such as HMRC or the National Crime Agency, where legally required
• Professional advisors, such as accountants or insurers

Third parties acting on our behalf (data processors) are bound by contract to only use your data for the purposes we specify, and to handle it securely.

We do not sell personal data to third parties.

8. Cookies and tracking technologies

At the time of publishing, our website does not use non-essential cookies, such as analytics or marketing cookies. We may use strictly necessary cookies required for the website to function, for example to support a contact form or remember a cookie preference. Strictly necessary cookies do not require your consent under PECR.

If we introduce analytics, marketing or other non-essential cookies in the future, we will update this policy and ask for your consent through a cookie banner before any such cookies are set.

Categories of cookies we may use if this changes:

• Strictly necessary: required for core website functions
• Analytics: help us understand how visitors use the site (e.g. Google Analytics)
• Marketing: used to measure the effectiveness of social media or advertising

This policy is dated at the top and will be updated whenever our cookie use changes.

9. Marketing communications

We will only send you marketing emails or texts if you have opted in, or where you are an existing client and the soft opt-in rules under PECR apply (for example, marketing similar services after a related enquiry).

You can opt out at any time by:

• Clicking unsubscribe on any marketing email
• Emailing susiknightwell@kwuk.com

Opting out of marketing will not affect service communications related to an active transaction.

10. International data transfers

Where we use service providers based outside the UK (for example, some cloud or email marketing platforms), we will only transfer data where adequate safeguards are in place, such as the UK's adequacy regulations or appropriate standard contractual clauses.

11. Data retention

• AML-related identity and verification records: retained for 5 years after the end of the business relationship, as required by the Money Laundering Regulations 2017
• General transaction and client records: retained for 6 years
• Marketing data: retained until you withdraw consent or opt out
• Website analytics data: retained according to the relevant provider's standard retention period, typically 14 to 26 months

We periodically review and securely delete data that is no longer needed.

12. Data security

We use appropriate technical and organisational measures to protect your data, including secure storage, access controls and staff awareness of data protection obligations. No system is completely secure, and we will notify the ICO and affected individuals of any serious data breach where legally required.

13. Your rights

Under UK GDPR, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate data
• Request erasure, where legally possible
• Restrict or object to certain processing
• Request a copy of your data in a portable format
• Withdraw consent at any time, where consent is the legal basis
• Complain to the Information Commissioner's Office

To exercise any of these rights, contact us at susiknightwell@kwuk.com. We will normally respond within one month.

14. Children's data

Our services are not directed at children, and we do not knowingly collect personal data from children under 13.

15. Changes to this policy

We may update this policy from time to time. The "last updated" date at the top will reflect the most recent version. Significant changes will be highlighted on our website.

16. How to complain

If you are unhappy with how we have handled your data, please contact us first at susiknightwell@kwuk.com so we can try to resolve it.

You also have the right to complain directly to the Information Commissioner's Office (ICO):

17. Contact us