Privacy Policy

Independent estate agency helping homeowners across Twickenham, Richmond and Chiswick prepare, market and successfully complete property sales.

This privacy policy sets out how FSG Estate Agent Limited uses and protects your personal data.

This privacy policy is provided in a layered format so you can click through to the specific areas set out below.

This policy should be read alongside our

Cookie Policy, Data Privacy Policy, Terms of Use Complaints Procedure.

Important information and who we are
The types of personal data we collect about you
How is your personal data collected?
How we use your personal data
Disclosures of your personal data
International transfers
Data security
Data retention
Your legal rights
Contact details
Complaints
Changes to the privacy policy and your duty to inform us of changes
Third-party links

1. Important information and who we are

This privacy policy gives you information about how FSG Estate Agent Limited collects and uses your personal data through your use of this website, including any data you may provide when you contact us, enquire about our services, request a valuation, or use our services.

This website is not intended for children and we do not knowingly collect data relating to children.

Controller

FSG Estate Agent Limited is the controller and responsible for your personal data, collectively referred to as “FSG”, “we”, “us” or “our” in this privacy policy.

If you have any questions about this privacy policy, including any requests to exercise your legal rights, please contact us using the information set out in the Contact details section.

2. The types of personal data we collect about you

Personal data means any information about an individual from which that person can be identified.

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

Identity Data includes first name, last name, any previous names, marital status, title, date of birth and gender.
Contact Data includes postal address, email address and telephone numbers.
Financial Data includes payment details where these are needed for our services.
Transaction Data includes details about payments to and from you and other details of services you have purchased from us.
Technical Data includes information about your browser, device, website activity, time zone setting and general location, operating system and platform, and other technology on the devices you use to access this website.
Profile Data includes your interests, preferences, feedback and responses to any questions or forms you complete.
Usage Data includes information about how you interact with and use our website, services and online content.
Marketing and Communications Data includes your preferences in receiving marketing from us and your communication preferences.

We also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly or indirectly reveal your identity. For example, we may aggregate Usage Data to understand how visitors use our website and to help improve the website and our service offering.

3. How is your personal data collected?

We use different methods to collect data from and about you including through:

Your interactions with us. You may give us your personal data by filling in online forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you enquire about our services, request a valuation, request information from us, request marketing to be sent to you, give us feedback, or contact us.
Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this data by using cookies, server logs and other similar technologies. Please see our Cookie Policy for further details.
Third parties or publicly available sources. We may receive personal data about you from third parties and public sources where this is relevant to our services, including analytics providers such as Google Analytics, Microsoft Clarity and Meta Pixel, advertising platforms used to promote our services, and publicly available sources such as Companies House or the Electoral Register.

4. How we use your personal data

Legal basis

The law requires us to have a legal basis for collecting and using your personal data. We rely on one or more of the following legal bases:

Performance of a contract with you: where we need to perform the contract we are about to enter into or have entered into with you.
Legitimate interests: where it is necessary for our business interests, provided your interests and fundamental rights do not override those interests.
Legal obligation: where we need to comply with a legal obligation that applies to us.
Consent: where you have given us permission to use your personal data for a specific purpose, such as receiving certain marketing communications or allowing optional cookies.

Purposes for which we will use your personal data

We have set out below the main ways we may use your personal data and the legal basis we rely on.

To register you as a new customer or client

Type of data: Identity Data and Contact Data.
Legal basis: performance of a contract with you.
Retention period: we will normally retain this data for up to five years, unless a longer period is required for legal, accounting or regulatory reasons.

To market and promote your property

We may arrange for third-party professional media and marketing services, including photography and videography, where this is required to market your property.
Type of data: Identity Data and Contact Data.
Legal basis: performance of a contract with you.
Retention period: we will normally retain this data for up to five years, unless a longer period is required for legal, accounting or regulatory reasons.

To process and deliver our services

This may include managing payments, fees and charges, and collecting money owed to us.
Type of data: Identity Data, Contact Data, Financial Data, Transaction Data and Marketing and Communications Data.
Legal basis: performance of a contract with you and our legitimate interests in managing payments and our business relationship with you.
Retention period: we will normally retain this data for up to five years, unless a longer period is required for legal, accounting or regulatory reasons.

To manage our relationship with you

This may include notifying you about changes to our terms or privacy policy, dealing with your requests, responding to complaints, and answering your queries.
Type of data: Identity Data, Contact Data, Profile Data and Marketing and Communications Data.
Legal basis: performance of a contract with you, compliance with legal obligations, and our legitimate interests in keeping our records updated and managing our relationship with you.
Retention period: we will normally retain this data for up to five years, unless a longer period is required for legal, accounting or regulatory reasons.

To administer and protect our business and website

This may include website hosting, maintenance, reporting, troubleshooting, data analysis, system support and general administration.
Type of data: Identity Data, Contact Data and Technical Data.
Legal basis: our legitimate interests in running our business, providing administration and IT services, maintaining our website, and complying with legal obligations where applicable.
Retention period: we will normally retain this data for up to five years, unless a longer period is required for legal, accounting or regulatory reasons.

To deliver relevant website content and online advertisements

We may use information about how people interact with our website and advertising to help us understand what content is useful and to measure the effectiveness of our marketing.
Type of data: Identity Data, Contact Data, Profile Data, Usage Data, Marketing and Communications Data, and Technical Data.
Legal basis: our legitimate interests in improving our services, understanding our audience and informing our marketing strategy. Where required, we will ask for consent before using optional cookies or similar technologies.
Retention period: we will normally retain this data for up to five years, unless a shorter period applies to specific cookies or tracking tools.

To use data analytics to improve our website and services

We may use analytics information to understand how people use our website, improve our customer experience, and measure the effectiveness of our communications and marketing.
Type of data: Technical Data and Usage Data.
Legal basis: our legitimate interests in keeping our website updated and relevant, developing our business and improving our services. Where required, we will ask for consent before using optional analytics cookies.
Retention period: we will normally retain this data for up to five years, unless a shorter period applies to specific cookies or analytics tools.

To send relevant marketing communications

We may send you relevant marketing communications where you have requested information from us, used our services, or where we have another lawful basis to contact you.
Type of data: Identity Data, Contact Data, Technical Data, Usage Data, Profile Data and Marketing and Communications Data.
Legal basis: our legitimate interests in developing our services, growing our business and keeping you informed about relevant services, or your consent where required.
Retention period: we will normally retain this data for up to five years, unless you ask us to stop sending you marketing communications sooner.

To carry out market research

We may use information you voluntarily provide to help us understand how customers use our services and how we can improve them.
Legal basis: our legitimate interests in improving and developing our products and services.
Retention period: we will normally retain this data for up to five years, unless you ask us to remove it sooner and we are able to do so.

Direct marketing

You may receive marketing communications from us if you have requested information from us, used our services, or have not opted out of receiving marketing.

We may use relevant information about your enquiry, interests, property needs or previous interactions with us to help make our communications more useful and relevant to you.

Third-party marketing

We will get your express consent before we share your personal data with any third party for their own direct marketing purposes.

Opting out of marketing

You can ask us to stop sending you marketing communications at any time by contacting us at info@fsgestateagent.co.uk.

If you opt out of receiving marketing communications, you may still receive service-related communications that are required for administrative or customer service purposes.

For more information about the cookies we use and how to change your cookie preferences, please see our Cookie Policy.

5. Disclosures of your personal data

We may share your personal data where necessary for the purposes set out in this privacy policy.

This may include sharing relevant information with:

Professional service providers who help us operate our business, such as website hosting providers, email providers, IT support, accountants, legal advisers and professional advisers.
Professional media, photography, videography or marketing providers where this is needed to market a property or provide our services.
Analytics and advertising platforms that help us understand website activity, measure advertising performance and improve our marketing, such as Google Analytics, Microsoft Clarity and Meta Pixel.
Regulators, public authorities or other official organisations where we are required to do so by law or where it is necessary to meet our legal responsibilities.
Third parties involved in any future business transfer, reorganisation or similar change. If this happens, your personal data may continue to be used in the same way as set out in this privacy policy.

We require third parties who process personal data on our behalf to respect the confidentiality of your personal data and to treat it in accordance with the law.

We do not allow our service providers to use your personal data for their own purposes. They may only process your personal data for specified purposes and in accordance with our instructions.

6. International transfers

Some of the service providers we use may process personal data in countries outside the UK.

Where this happens, we will take appropriate steps to make sure your personal data receives a suitable level of protection and that the transfer is made in accordance with applicable data protection law.

This may include using service providers based in countries recognised as providing an adequate level of protection, or using appropriate contractual safeguards where required.

Further information about how we handle personal data is available in our Data Privacy Policy.

7. Data security

We have put in place appropriate measures to help keep your personal data safe and to reduce the risk of it being handled incorrectly.

We limit access to your personal data to people and organisations who need it to provide our services or support our business operations.

Where other people or organisations process personal data on our behalf, they are expected to handle it carefully, confidentially and in line with our instructions.

We also have procedures in place to respond to personal data issues where required by law.

8. Data retention

How long will you use my personal data for?

We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for legal, regulatory, tax, accounting or reporting requirements.

We may retain your personal data for a longer period where this is reasonably necessary in connection with a complaint, query, legal requirement or business record requirement.

To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the purposes for which we process it, whether those purposes can be achieved through other means, and any applicable legal, regulatory, tax, accounting or other requirements.

In general, we will normally retain client data for the duration of the services provided and for up to five years afterwards, unless a longer period is required for legal, regulatory, accounting or reporting reasons.

In some cases, we may need to keep basic records, including contact, identity, financial or transaction information, for up to six years after someone stops being a customer or client.

In some circumstances, you can ask us to remove personal data that we hold about you. Please see the Your legal rights section below for more information.

In some circumstances, we may anonymise personal data so that it can no longer be associated with you. We may use anonymised information for research or statistical purposes.

9. Your legal rights

You have a number of rights under data protection laws in relation to your personal data.

Depending on the circumstances, you may have the right to:

Ask to see the personal data we hold about you. This means you can ask for a copy of the personal data we hold about you.
Ask us to correct your personal data. This means you can ask us to correct incomplete or inaccurate information we hold about you.
Ask us to remove personal data in certain circumstances. This may apply where there is no longer a good reason for us to keep using it, subject to any legal or business record requirements that may apply.
Ask us to stop using your personal data for certain purposes. This may apply where we are relying on legitimate interests as our legal basis for using your personal data.
Ask us to stop sending you direct marketing. You have the right to ask us to stop sending you direct marketing communications at any time.
Ask for your personal data to be transferred. In certain circumstances, you can ask us to provide your personal data to you or to another organisation in a structured, commonly used format.
Ask us to pause or limit certain uses of your personal data. This may apply in certain circumstances while a matter is being checked or resolved.

If you wish to exercise any of the rights set out above, please contact us using the details in the Contact details section.

No fee usually required

You will not usually have to pay a fee to access your personal data or to exercise your other rights. However, we may charge a reasonable fee or decline to respond where a request is clearly unfounded, repetitive or excessive.

What we may need from you

We may need to ask for information to make sure we are responding to the correct person. We may also contact you to ask for further information in relation to your request.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally, it may take us longer if your request is complex or you have made a number of requests. In this case, we will let you know and keep you updated.

10. Contact details

If you have any questions about this privacy policy, about how we use your personal data, or if you want to exercise your privacy rights, please contact us in the following ways:

Email address: info@fsgestateagent.co.uk
Postal address: 29 Thames Eyot, Cross Deep, Twickenham, Middlesex, United Kingdom, TW1 4QL

11. Complaints

You can contact the Information Commissioner’s Office if you have concerns about how your personal data has been handled. You can visit the ICO website at ico.org.uk.

Before contacting the ICO, we would appreciate the opportunity to respond to your concerns directly. Please contact us first if there is anything you are unhappy about or do not understand.

You can also read our Complaints Procedure.

12. Changes to the privacy policy and your duty to inform us of changes

We keep our privacy policy under regular review and may update it from time to time.

Please keep us informed if your contact details or other relevant information changes during your relationship with us, for example a new address or email address.

13. Third-party links

This website may include links to external websites, plug-ins or applications.

We do not control external websites and are not responsible for their privacy notices or practices. When you leave our website, we encourage you to read the privacy policy of every website you visit.