Privacy Policy
Palmer & Partners customer privacy noticeRegistered name: Palmer & Partners Estate Agents Limited (Reg. 5049101)
We are the controller of your personal data. For more information on controllers and their responsibilities please see our guidance on data protection principles, definitions, and key terms.
This privacy notice tells you what to expect us to do with your personal information.
• Contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• How to complain
Contact details
Post - Palmer & Partners, 43 Crouch Street, Colchester, Essex, CO3 3EN, GB
Telephone - 01206572255
Email - sales@palmerpartners.com
What information we collect, use, and why
We collect or use the following information to provide and improve products and services for clients:
• Names and contact details
• Addresses
• Occupation
• Date of birth
• Third party information (such as family members or other relevant parties)
• Payment details (including card or bank information for transfers and direct debits)
• Financial data (including income and expenditure)
• Transaction data (including details about payments to and from you and details of products and services you have purchased)
• Employment details (including salary, sick pay and length of service)
• Credit history and credit reference information• Information relating to compliments or complaints
• Audio recordings (eg calls)
We collect or use the following personal information for the operation of client or customer accounts:
• Names and contact details
• Addresses
• Purchase or service history
• Account information, including registration details
• Information used for security purposes
We collect or use the following personal information for information updates or marketing purposes:
• Names and contact details
• Addresses
• Profile information
• Marketing preferences
• Purchase or account history
We collect or use the following personal information to comply with legal requirements:
• Name
• Contact information
• Identification documents
• Client account information
• Health and safety information
• Any other personal information required to comply with legal obligations
• Safeguarding information
We collect or use the following personal information to protect client welfare:
• Names and contact information
• Client account information
We collect or use the following personal information for dealing with queries, complaints or claims:
• Names and contact details
• Payment details
• Account information
• Purchase or service history
• Call recordings
• Photographs
• Relevant information from previous investigations
• Customer or client accounts and records
• Financial transaction information
• Correspondence
Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:
• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:
• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:
o We process your personal data where it is necessary for our legitimate interests (or those of a third party), provided those interests are not overridden by your rights and freedoms. Our legitimate interests include: Providing and improving our estate and letting agency services. Marketing our services to you, where appropriate and permitted by law. Communicating with you regarding your property search, sale, letting, or tenancy. Protecting our business, staff, and clients against fraud, money laundering, and other illegal activities. Ensuring the security of our systems, premises, and records. Maintaining accurate business and transaction records. Offering relevant services via 3rd parties such as utility providers, solicitors, mortgage brokers\/lenders, contractors, insurers and referencing providers. Where we rely on legitimate interests, we will always consider the potential impact on you and your rights under data protection laws. You have the right to object to our processing based on legitimate interests. To exercise this right, please contact us using the details provided in this Privacy Policy.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:
• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for information updates or marketing purposes are:
• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Our lawful bases for collecting or using personal information to comply with legal requirements:
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information to protect client welfare are:
• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Where we get personal information from
• Directly from you
• Debt collection agencies
• Publicly available sources
• Credit reference agencies
• Third parties:
o Property portals e.g., Rightmove, Zoopla e.t.c. Relocation Agents, Family members, Council \/ Housing Officers, Referencing agencies, Police.
How long we keep information:
Minimum of 6 years unless required by legislation.Who we share information with
Others we share personal information with
• Debt collection agencies
• Other financial or fraud investigation authorities
• Insurance companies, brokers or other intermediaries
• Professional or legal advisors
• Emergency services
• Regulatory authorities
• Organisations we’re legally obliged to share personal information with
• Suppliers and service providers
Website Analytics, Tracking and Hosting
We use third-party services to support the operation, security, and improvement of our website.
Microsoft Clarity
We use Microsoft Clarity, a web analytics service provided by Microsoft Corporation, to understand how users interact with our website. Clarity uses cookies and similar technologies to collect and analyse information such as page views, clicks, scrolling activity, and session recordings. This helps us improve website functionality and user experience.
Information collected may include device and browser information, pages visited, time spent on the website, and interaction data. IP addresses are processed in a de-identified or anonymised form where possible. Session recordings may be used for analysis; however, sensitive data is not intentionally collected and is masked where appropriate.
We only use Microsoft Clarity with your consent. Data may be processed by Microsoft or its authorised service providers in accordance with their privacy practices. Further information can be found in the Microsoft Privacy Statement: https://privacy.microsoft.com/
Google Tag Manager
We use Google Tag Manager to manage and deploy tracking technologies on our website. Google Tag Manager does not itself collect personal data but enables other tools (such as analytics services) to operate on the website.
Website Hosting (Webdaddi)
Our website is hosted and maintained by Webdaddi, who act as a data processor on our behalf. They may process personal data where necessary to ensure the website operates securely and efficiently. This may include hosting, storage, technical maintenance, and security monitoring. Webdaddi processes personal data only in accordance with our instructions and applicable data protection laws.
Use of AI tools
We use AI-assisted tools to help us work more efficiently — for example, to help draft letters and emails, summarise documents, and organise information relating to our sales, lettings and property management services. Where these tools process personal information, a member of our staff remains responsible for the work and reviews any material decision before it is acted upon.
We do not use AI tools to make decisions about you that produce a legal or similarly significant effect without human involvement.
Our lawful bases for this processing are contract (where it is necessary to provide the services you have asked us to provide) and legitimate interests (running our business efficiently and maintaining accurate records, provided this does not override your rights). We do not rely on consent for this processing.
Where an AI tool is provided by a third party, that provider acts as our processor under a written contract that includes data protection terms and restricts how your information may be used. We only use providers that offer appropriate security and data protection safeguards, and we do not permit your personal information to be used to train third-party AI models.
Transferring information outside the UK
Some of our suppliers and service providers process personal information outside the UK. Where this happens, we rely on the data protection terms in our contracts with those providers, which include appropriate safeguards approved for international transfers (such as the UK Addendum to the EU Standard Contractual Clauses). This ensures your information continues to be protected to UK standards.
How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113Website: https://www.ico.org.uk/make-a-complaint
We keep this Policy under regular review, the last review was on 05/08/2025. This Privacy Policy was last updated on 05/08/2025