Privacy Policy

1. Introduction

framehaus ("we", "our", or "us") is committed to protecting your privacy and ensuring the security of your personal data. This Privacy Policy explains how we collect, use, store, and protect your information when you use our website and services.

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. By using our website and services, you acknowledge that you have read and understood this Privacy Policy.

2. Data Controller

framehaus is the data controller responsible for your personal data. If you have any questions about this Privacy Policy or our data practices, please contact us:

3. Information We Collect

We collect personal data in the following ways:

3.1 Information You Provide

• Contact Details: Name, email address, phone number, and postal address when you enquire about properties or request a valuation.
• Property Requirements: Your property preferences, budget, and search criteria.
• Correspondence: Any communications you have with us via email, phone, or our website.
• Account Information: If you create an account, we store your login credentials and preferences.

3.2 Information We Collect Automatically

• Usage Data: Pages visited, time spent on pages, click patterns, and navigation paths.
• Device Information: Browser type, operating system, screen resolution, and device type.
• Location Data: General geographic location based on IP address.
• Cookies and Tracking: Information collected through cookies and similar technologies (see our Cookie Policy).

3.3 Information from Third Parties

• Property Portals: Information from Rightmove, Zoopla, or OnTheMarket when you enquire about our listings.
• Referrals: Contact details provided by other parties with your consent.

4. How We Use Your Information

We use your personal data for the following purposes:

4.1 Service Delivery

• Processing property enquiries and viewing requests
• Providing property valuations and market appraisals
• Managing sales, lettings, and property management services
• Communicating about properties that match your requirements

4.2 Legal Obligations

• Anti-money laundering (AML) checks and identity verification
• Right to rent checks for lettings
• Compliance with estate agency regulations

4.3 Legitimate Interests

• Improving our website and services based on usage patterns
• Sending relevant property alerts (with your consent)
• Conducting market research and analysis
• Preventing fraud and ensuring security

4.4 Marketing (with consent)

• Email newsletters about new properties
• Market updates and property insights
• Information about our services

5. Legal Basis for Processing

Under UK GDPR, we process your data based on the following legal grounds:

• Contract: Processing necessary to fulfil our obligations when you engage our services.
• Legal Obligation: Processing required to comply with laws (e.g., AML regulations, tax requirements).
• Legitimate Interests: Processing necessary for our legitimate business interests, provided these don't override your rights.
• Consent: Processing based on your specific consent, which you can withdraw at any time.

6. Data Sharing

We may share your personal data with:

• Property Portals: Rightmove, Zoopla, OnTheMarket for property listings and enquiries.
• Legal Professionals: Solicitors and conveyancers involved in transactions.
• Financial Services: Mortgage brokers and financial advisers (with your consent).
• Service Providers: IT support, email marketing platforms, and website hosting providers who process data on our behalf.
• Regulatory Bodies: When required by law or regulation.

We do not sell your personal data to third parties.

7. Data Retention

We retain your personal data only for as long as necessary:

• Active Clients: Throughout our business relationship and for 6 years after.
• Property Enquiries: 3 years from last contact.
• Marketing Contacts: Until you unsubscribe or request deletion.
• Transaction Records: 6 years for legal and tax compliance.
• Website Analytics: 26 months.

8. Your Rights

Under UK GDPR, you have the following rights:

• Right of Access: Request a copy of the personal data we hold about you.
• Right to Rectification: Request correction of inaccurate or incomplete data.
• Right to Erasure: Request deletion of your data in certain circumstances.
• Right to Restrict Processing: Request limitation of how we use your data.
• Right to Data Portability: Receive your data in a structured, machine-readable format.
• Right to Object: Object to processing based on legitimate interests or for marketing purposes.
• Right to Withdraw Consent: Withdraw consent at any time where processing is based on consent.

To exercise any of these rights, please contact us at info@framehaus.co. We will respond within one month.

9. Data Security

We implement appropriate technical and organisational measures to protect your personal data, including:

• Encryption of data in transit (HTTPS/TLS)
• Secure storage with access controls
• Regular security assessments
• Staff training on data protection
• Incident response procedures

10. International Transfers

Your data is primarily processed within the UK and European Economic Area. If we transfer data outside these regions, we ensure appropriate safeguards are in place, such as Standard Contractual Clauses approved by the UK Information Commissioner's Office.

11. Cookies

Our website uses cookies and similar tracking technologies. For detailed information about the cookies we use and how to manage your preferences, please see our Cookie Policy.

12. Children's Privacy

Our services are not directed at individuals under 18 years of age. We do not knowingly collect personal data from children. If you believe we have collected data from a child, please contact us immediately.

13. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes by posting the new policy on our website with an updated "Last updated" date. We encourage you to review this policy periodically.

14. Complaints

If you are unhappy with how we have handled your personal data, please contact us first so we can try to resolve your concerns. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO):

15. Contact Us

For any questions about this Privacy Policy or to exercise your data protection rights, please contact us: