Farrow & Gould Limited Privacy and Cookie Policy

Name: Farrow & Gould Limited
Registered Office: 124 City Road, London, EC1V 2NX
Phone: 0203 962 5763
Email: adminteam@farrowandgould.com
ICO Registration Number: ZB549232

We collect and process personal information that is relevant to providing our surveying and valuation services. This may include:

• Identity and contact information, such as names, titles, email addresses, telephone numbers and correspondence details.
• Property and transaction information, such as the property address, postcode, agreed purchase price or approximate value, ownership or occupancy information and information relevant to the requested survey or valuation.
• Service and instruction information, such as the service requested, Terms of Engagement, inspection and booking information, reports, site notes and subsequent professional correspondence.
• Payment and transaction information associated with fees paid to us.
• Referral information, where a client is introduced by an estate agent, solicitor, financial adviser, other property professional, or a friend or family member through our Refer a Friend scheme, including information needed to administer referral payments or gift-card rewards.
• Website and technical information where collected through cookies or similar technologies, as described in the Cookies and Similar Technologies section below.

We obtain personal information directly from you when you request a quotation, complete a form, instruct us, communicate with us, make a payment or otherwise use our services.

We may also receive personal information from third parties where appropriate, including estate agents, solicitors, financial advisers, other property professionals, friends or family members through our Refer a Friend scheme, joint clients, property owners or occupiers, access providers and publicly or professionally available property-information sources.

Where a property professional asks us to contact a referred client, our referral process requires the referrer to confirm that the client has agreed to Farrow & Gould Limited contacting them regarding that referral.

We use personal information for the following purposes and rely on the lawful bases shown below:

• Preparing a quotation requested by a prospective client — Contract: taking steps requested before entering into a contract.
• Providing a survey, valuation or related professional service — Contract.
• Booking inspections and communicating with you about the service — Contract and, where appropriate, legitimate interests.
• Maintaining professional records and meeting legal, regulatory and professional requirements — Legal obligation and/or legitimate interests.
• Establishing, exercising or defending legal claims and managing professional risk — Legitimate interests.
• Administering professional referrals and referral payments, and our Refer a Friend scheme and gift-card rewards — Legitimate interests.
• Passing your contact details to another professional where you specifically ask or agree that we do so — Consent.
• Using non-essential cookies, analytics or similar technologies where consent is required — Consent.

Where we rely on consent for a specific optional activity, you may withdraw that consent at any time by contacting adminteam@farrowandgould.com. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

We do not sell personal information.

We may share personal information where necessary with organisations that help us provide or administer our services, including IT, hosting and cloud-service providers; payment providers; professional advisers; insurers and insurance brokers; regulators and professional bodies; dispute-resolution providers; and law-enforcement or other authorities where disclosure is required or permitted by law.

Where a client specifically asks or agrees that we pass their contact details to another professional or referral partner, we will only share the information reasonably required for that referral.

We may receive introductions from estate agents, solicitors, financial advisers and other property professionals. Where a referrer asks us to contact a client, our referral form requires the referrer to confirm that the client has agreed to Farrow & Gould Limited contacting them regarding the referral.

We may also introduce clients to other professional organisations where the client has asked or agreed that we do so. Where a referral fee is payable or receivable, this is handled in accordance with our professional and regulatory obligations.

We also receive referrals from friends or family members through our Refer a Friend scheme. The referral form requires the referrer to confirm that the person is happy for Farrow & Gould Limited to contact them about a Home Survey quotation. We use the referral information to deal with that quotation enquiry and administer any qualifying gift-card reward.

Some of our service providers may process or store personal information outside the United Kingdom. Where this occurs, we will ensure that an appropriate lawful transfer mechanism and safeguards are in place as required by UK data-protection law.

We use appropriate technical and organisational measures to protect personal information from accidental or unlawful loss, alteration, disclosure or access. Access is limited to staff, contractors and service providers who require it for legitimate business purposes and who are subject to appropriate confidentiality and security obligations.

We maintain procedures for dealing with suspected personal-data breaches and will notify affected individuals and/or the Information Commissioner’s Office where required by law.

We retain personal information only for as long as it is reasonably required for the purpose for which it was collected and to meet our legal, regulatory, professional and insurance obligations. Our normal retention periods are:

• Completed survey or valuation instruction, including the professional file — 15 years from completion of the instruction, subject to any longer period required for a specific matter.
• Quotation or survey/valuation enquiry that does not proceed — 2 years.
• General enquiries — 2 years.
• Referral, payment-administration and gift-card reward records — for the period required for accounting, tax, professional or legal purposes.

When personal information is no longer required, we securely delete or anonymise it in accordance with our retention procedures, subject to legal, regulatory and backup requirements.

Depending on the circumstances and the lawful basis on which we process your information, your rights may include:

• Your right of access — You have the right to ask us for copies of your personal information.
• Your right to rectification — You have the right to ask us to correct personal information you think is inaccurate and to complete information you think is incomplete.
• Your right to erasure — You have the right to ask us to erase your personal information in certain circumstances.
• Your right to restriction of processing — You have the right to ask us to restrict the processing of your personal information in certain circumstances.
• Your right to object to processing — You have the right to object to the processing of your personal information in certain circumstances.
• Your right to data portability — You have the right to ask that we transfer personal information you provided to us to another organisation, or to you, in certain circumstances.

Where we rely on legitimate interests, you may object to that processing in certain circumstances. You also have an absolute right to object to the use of your personal information for direct marketing.

You are not normally required to pay a charge for exercising your rights. If you make a valid request, we will normally respond within one month.

For any enquiries about this Privacy and Cookie Policy or to exercise your data protection rights, please contact:

Farrow & Gould Limited
124 City Road
London
EC1V 2NX

Phone: 0203 962 5763
Email: adminteam@farrowandgould.com
ICO Registration Number: ZB549232

Our website uses cookies and may use similar technologies that store information on, or access information from, your device. Some technologies are necessary for the website to operate. Other technologies, such as analytics or marketing technologies, will only be used where the required consent has been obtained.

You can use our cookie controls to accept or reject non-essential technologies and to change your preferences later.

If you have any concerns about how we use your personal information, please contact:

F.A.O. Simon Pope
Farrow & Gould Limited
124 City Road
London
EC1V 2NX

Phone: 0203 962 5763
Email: adminteam@farrowandgould.com

You also have the right to complain to the Information Commissioner’s Office (ICO) if you are unhappy with how we have used your personal information:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline: 0303 123 1113
Website: https://ico.org.uk/