Legal & Policies
Privacy Policy
Please read this Privacy Policy carefully. If you use this website, you will be regarded as having read and accepted this Privacy Policy. If you don’t wish to be bound by what you read below, you shouldn’t use this website or sign up for our services.
WHO ARE WE?
This website is the property of Fairoaks Group Limited (FGL), registered at Nicholson House, 41 Thames Street, Weybridge, England, KT13 8JG and the registered number is 15616703.
DISCLAIMER
FGL and its associated brands which comprise Fairoaks Estate Agents, Fairoaks Lettings & Management, Fairoaks Co-Living take all reasonable care to ensure that the information contained on this website is accurate, however, we cannot guarantee its accuracy and we reserve the right to change the information on this website (including this Privacy Policy) at any time. You must therefore check this Privacy Policy for any such changes each time you visit this website.
FGL who is the owner of this website is a member of Information Commissionaires Office (ICO) Reference number ZB684111. The ICO website can be found here. For the purposes of the Data Protection Act 2018 and the General Data Protection Regulation (GDPR) EU 2016/79 FGL is classified as dual data controllers and therefore both exercise overall control over the purposes and means of processing personal data.
This privacy notice sets out how a FGL will process personal data that we collect from or about you, or which you provide to us. Please read this notice carefully to understand why data is being collected and what FGL does with that data.
This website and services may contain links to independent websites which are not provided by Fairoaks. Such independent sites are not under Fairoaks control, and Fairoaks are not responsible for and have not checked and approved our content or our privacy policies.
WHAT TYPE OF INFORMATION WILL WE COLLECT FROM YOU?
The personal information that FGL (dual data owners) collects from you will typically include the following:
Full name and contact details (including your contact number, email and postal address)
Information relating to your identity where we are required by law to collect this in order to comply with the Money Laundering Regulations 2017 and the Immigration Act.
Information on your close connections where we are required to conduct conflicts of interest under regulatory obligations.
Your banking details where required such as where you are letting a property or, where renting, to return deposits and arrange for rental payments.
Information on any access requirements you have necessary to enable us to find suitable properties for you, which may consist of special category personal data comprising details of any disability or other health information about you.
Details about your areas of interest where we wish to send you marketing information about similar products and services.
Usage information about your visits to our website which enables our website to remember information about you and your preferences and use of our site. Please read our Cookie Policy for further details. This may include information about your visit, including the full Uniform Resource Locators (URL) clicks through to and from our site (including date and time) products you viewed or searched for page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, clicks, and mouse-overs) methods used to browse away from the page and any phone number used to call our customer service number.
Other technical information, including what devices you use to connect to our App, device location data where this function is not disabled by you on your device, the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and versions, operating system and platform.
Your communications with each office, including a record of the email or telephone correspondence created when you contact us as part of a product or service query.
Where we need to collect personal data by law (for example to meet our obligations to prevent fraud and money laundering) or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with our services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
HOW MAY WE COLLECT YOUR PERSONAL DATA?
We may collect personal data from you in a number of ways, depending on the service you have, including personal data you give us:
By submitting a request via any ‘Contact Us’ (including Book a Valuation) buttons on this website for us to contact you.
Corresponding with us by telephone, email, letter, website live chat facility or other means.
Applying for a service.
In discussion with one of our members of staff.
By participating in feedback or surveys or by providing contact details offline.
As well as information we receive from other sources, such as information from companies we use to verify your identity and/or prevent fraud such as credit reference agencies (please note such companies may record the details of the search), electoral register and credit information, in accordance with our legal obligations. We may also receive information from third parties who contact us such as Her Majesty’s Revenue and Customs (HMRC), The Department for Works and Pensions (DW) or the police or other government agencies.
Please note calls may be recorded in order to monitor the quality of customer service or for training purposes.
ON WHAT BASIS CAN WE PROCESS YOUR INFORMATION?
The legal grounds under data protection legislation for processing your personal data are as follows:
It is necessary for the performance of a contract to which you are a party, or to take steps prior to entering into a contract with you, for us to provide you with our products and services.
You have given us explicit consent to the processing of your personal data for one or more specific purposes, namely 1) where you have given us consent to receive electronic marketing by us and/or 2) to process your Special Category Personal Data described above. You do not need to provide us with marketing consent in order to receive our services.
It is necessary for the purposes of our legitimate interests, except where our interests are overridden by the interests, rights or freedoms of affected individuals (such as you). To determine this, we shall consider a number of factors, such as what you were told at the time you provided your data, what your expectations are about the processing of the data, the nature of the data, and the impact of the processing on you. Our legitimate interests include processing necessary to improve and promote our services and product to better understand our customers’ interests and knowledge of the property market and administer the technical aspects of our service and products.
Where we need to comply with a legal obligation; or in rare circumstances. Where we need to protect your interests (or someone else’s interests); and/or Where it is needed in the public interest or for official purposes.
WHAT ARE WE GOING TO DO WITH YOUR INFORMATION?
FGL will hold and use personal information about you in the following ways:
In order to fulfil our obligations to you when providing you with our property services.
To share your information with others where necessary to fulfil our property services for you or where acting as an agent for a third party on your behalf.
To comply with our statutory and regulatory obligations, including verifying your identity, prevention of fraud and money laundering and assessing your credit worthiness.
Communicate with you during the course of providing our services, for example with your enquiries and requests.
Statistical purposes so we can analyse figures to help us manage our business and plan strategically for the future.
To provide you, or to enable [third parties] to provide you, with information about goods or services we feel may interest you, where you have provided permission for us to do so or, if you are an existing customer only, where we choose to contact you by electronic means (including e-mail or SMS) with information about their own goods and services similar to those which you have already obtained from us or negotiated to obtain from us. For those marketing messages you can unsubscribe at any time.
Track your use of our service including your use of our App in order to improve these.
To notify you about changes to our service;
To ensure that content from our site is presented in the most effective manner for you and for your computer.
HOW DO WE ENSURE THE SECURITY OF YOUR PERSONAL DATA?
FGL has in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to use your data. we will only process your personal data on our instructions and are subject to a duty of confidentiality.
We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.
As part of our data security measures, we ensure that we train our employees and have appropriate data protection policies in place to support our compliance.
HOW LONG WE KEEP YOUR DATA FOR.
We will keep your personal data for as long as you are a customer of ours. Thereafter we may keep your data for up to 7 years to enable us to respond to any questions or complaints and to maintain records where we are legally required to do so. we may keep your data for longer than 7 years if we cannot delete it for legal, regulatory or technical reasons.
In some circumstances, we may anonymise or pseudonymous your personal data so that it can no longer be associated with you, in which case we may use such information without further notice to you.
WHO YOUR INFORMATION WILL BE SHARED WITH.
We will pass your details to the following organisations (our “data processors”) who carry out certain activities on our behalf as part of our providing our services: Payment service providers, property management agents, credit reference and fraud prevention agencies, cloud computing host providers, technical support service providers, local authorities, insurance providers, third-party contractors, solicitors, credit reference agencies, utility providers, Inland Revenue, Government Approved Deposit Schemes, email marketing services, FGL (who are the owners of this website), etc.
We will also pass your details where necessary to your property solicitors and those of the other party to your transaction.
In the event that we sell or buy any business or assets, in which case we will disclose your personal data to the prospective seller or buyer of such business or assets.
If our company or substantially all of our assets are acquired by a third party, in which case personal data held by us about our customers will be one of the transferred assets.
If we are under a duty to disclose or share your personal data in order to comply with any legal or regulatory obligation, or to protect the rights, property, or safety of our company, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
We will not share your information with third parties for marketing purposes without first obtaining your prior consent.
SECURITY OF YOUR DATA.
Your data will be held on secure servers within the European Economic Area (“EEA”) with all reasonable technological and operation measures put in place to safeguard it from unauthorised access. Where possible any identifiable information will be encrypted or minimised.
YOUR RIGHTS.
How you can access and update your information. we will always ask that such requests are made in writing
You have a right to request a copy of the personal information we hold about you, known as a data subject access request. You also have the right to request that information we hold about you which may be incorrect, or which has been changed since you first told us, be updated or removed. These requests are free of charge and can be sent directly to FGL.
HOW YOU CAN REQUEST THE ERASURE OF YOUR DATA.
You can ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where you have withdrawn consent for us to process it (as explained below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
HOW YOU CAN WITHDRAW YOUR CONSENT.
You have the right at any time to withdraw any consent you have given us to process your personal data. Please note if you withdraw your consent, it will not affect the lawfulness of any processing of your personal data we have carried out before you withdraw your consent. Should you wish to do so you can change your consent preferences at any time by sending an email to FGL.
HOW YOU CAN RESTRICT OR OBJECT TO US USING YOUR DATA.
You can request FGL to suspend the way in which we are using your information in certain scenarios,or object to us processing your data where we are relying on a legitimate interest ground (or those of a third party) and you feel it impacts on your fundamental rights and freedoms, or where we are processing your personal data for direct marketing purposes. In some cases where you object, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
Please note that if you want us to restrict or stop processing your data this may impact our ability to provide our services. Depending on the extent of your request we may be unable to continue providing you with our service.
Any queries or concerns about the way in which your data is being used, please send an email to FGL.
MOVING YOUR INFORMATION TO ANOTHER ORGANISATION.
In the event that we process your data by automated means where you have either provided us with consent for us to use your information or where we used the information to perform a contract with you, you have the right to request that we send it to you or to another organisation, a copy of the personal data we hold about you, for example when you are dealing with a different service provider. If you would like us to move, copy, or transfer your information please let FGL know by email. We will respond to you within one month after assessing whether or not this is possible, taking into account the technical compatibility with the other organisation in question.
COMPLAINTS ABOUT THE USE OF YOUR PERSONAL DATA.
If you wish to raise a complaint on how we have handled your personal data, you can contact us to have the matter investigated by writing.
If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the UK data protection regulator, the Information Commissioner’s Office. Further details can be found at www.ico.org.uk or 0303 123 1113.
CHANGES TO THIS PRIVACY STATEMENT
FGL, who is the owner of this website, reserves the right to update this Privacy Statement at any time.
Terms & Conditions
This website is the property of Fairoaks Group Limited (FGL), Nicholson House, 41 Thames Street, Weybridge, England, KT13 8JG registered number 15616703. By using this website you agree that you consent to and are bound by the following terms and conditions:
DISCLAIMER
FGL and its associated brands which comprise Fairoaks Estate Agents, Fairoaks Lettings & Management, Fairoaks Co-Living take all reasonable care to ensure that the information contained on this website is accurate, however, we cannot guarantee its accuracy and we reserve the right to change the information on this website (including these terms and conditions) at any time. You must therefore check these terms and conditions for any such changes each time you visit this website.
The description of the properties offered is for information purposes only. The information and descriptions contained herein are not intended to be complete descriptions of all the features. While we endeavour to ensure that the information and description are accurate and up-to-date we cannot guarantee this. Any reliance on the information contained is at your own risk.
While we take every care to ensure that the standard of the website remains high and to maintain the continuity of the website, errors, omissions, interruptions of service and delays may occur at any time. In addition, we make no representations or warranties about the accuracy, completeness, and freedom from viruses, availability, reliability or suitability for any purpose of the information and related graphics published on the website (including all texts, advertisements, links or other items)which may contain technical inaccuracies and typographical errors.
Nothing on this website shall be deemed to constitute financial advice and in the event that you wish to have any such advice, you should contact a financial advisor.
COPYRIGHT, TRADE MARK AND OTHER INTELLECTUAL PROPERTY RIGHTS
Fairoaks Estate Agents is a registered trademark owned by Fairoaks Group Limited (FGL) under the number 15616703 in Great Britain and Northern Ireland. It is prohibited to use the Trademark or any confusingly similar variation thereof in a manner that may cause confusion, misrepresentation, dilution, or harm to the
reputation of Fairoaks Group Limited and Fairoaks Estate Agents. This includes, but is not limited to, using the Trademark for any unauthorised advertising, marketing, or promotional materials. Fairoaks Group Limited reserves the right to take appropriate legal action to protect its Trademark against any unauthorised use or infringement. In case of violation of this clause, Fairoaks Group Limited may seek injunctive relief, damages, and any other legal remedies available. The copyright and all other intellectual property rights in the Fairoaks website including all text, graphics, photos, code, files and links belong to FGL and the Fairoaks website may not be produced, transmitted or stored in whole or in part without FGL’s prior written consent. However, you may print out, save or download individual selections for your own personal, private and non-commercial use.
APPLICABLE LAW
Any disputes arising from the use of this website shall at all times be governed by the laws of England and Wales and the parties shall submit to the exclusive jurisdiction of the English Courts.
FORCE MAJEURE
FGL and its associated brands shall not be liable to you for any breach of conditions of use or any failure to provide or delay in us providing our services through our website resulting from any event or circumstance beyond our reasonable control including (without limitation) strikes, lock-outs and other industrial disputes, break-down of systems or network access, fire, explosion or accident failure of any third party telecommunications or service provider.
ACCOUNT REGISTRATION
When you register with us you are stating that you are eighteen [18] years of age or over.
You agree that any information you provide to us about yourself upon registration or at any other time will be true, accurate and complete and that you will ensure that this information is kept accurate and up-to-date at all times. Details of the information that we collect and how this is used are contained within our privacy policy.
OTHER APPLICABLE TERMS
These terms of use refer to the following additional terms, which also apply to your use of the Fairoaks website:
Our Privacy Policy, sets out the terms on which we process any personal data we collect from you, or that you provide to us.
Our Cookies Policy, sets out the way in which we use Cookies on the Fairoaks website.
HOW TO CONTACT FGL
We welcome your views. If you would like to contact us with any queries or comments please send us an email.
Cookies Policy
What Are Cookies:
Cookies are small files used to enhance user experience. Fairoaks uses cookies to improve website functionality and analyse traffic.
Consent:
Users consent to our use of cookies upon visiting our website, in accordance with this policy.
Cookie Usage:
We use analytical and functional cookies to understand how you use our website and to provide a personalised experience.
Managing Cookies:
Instructions on managing cookies are provided, allowing users to control our cookie settings.
Complaints Procedure
We are committed to providing a professional service to all clients and customers alike. We value real human connection so in the unlikely event that something goes wrong, we need you to tell us about it as this will help us to improve our standards.
If you have a complaint, please write with as much detail as possible directly to FGL.
If you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint directly to The Property Ombudsman to consider without our final viewpoint on the matter.
What will happen next?
We will send you a letter or email acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy or an e-mail link of this procedure.
We will then investigate your complaint. This will normally be dealt with by a manager who will review the situation. A formal letter or e-mail outcome of the investigation will be sent to you within 15 working days of sending the acknowledgment letter or email.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a director or owner.
We will then write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
If you remain dissatisfied, you can then contact The Property Ombudsman directly to request an independent review:
The Property Ombudsman Ltd Milford House, 43-45 Milford Street, Salisbury, Wiltshire SP1 2BP 01722 333 306 or www.tpos.co.uk
Please note the following:
You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter or email, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure before being submitted for an independent review.
It is important that you keep a record of all correspondence and evidence related to your complaint.
If your complaint involves a significant financial loss or breach of contract, you may wish to seek legal advice from a solicitor specialising in property law. We can guide you on the available legal options.
Anti-Money Laundering (AML) Policy
Fairoaks is committed to preventing money laundering and complies with all applicable regulations.
Compliance Measures:
We have stringent procedures to detect and prevent money laundering activities, including client verification processes.
Compliance & Consumer Protection Regulations
Fairoaks complies with the Estate Agency Act 1979 and Consumer Protection Regulations, ensuring transparency and fairness in all our transactions.