Privacy & complaints policy
Protecting your information

Llanover International is committed to ensuring that your privacy is always protected. This Privacy Policy explains how we collect, use and protect your personal information during any interactions you have with us, whether in person, by telephone, by email or through our website. We maintain the confidentiality and security of your data.

Who we are

Llanover International Ltd is the data controller responsible for your personal information. We are a limited company registered in England and Wales with company number 13732787, with our registered office at [registered office address].

We are registered with the Information Commissioner’s Office under registration number [ICO registration number].

If you have any questions about this policy or about how we handle your information, please contact us at admin@llanoverinternational.com or on +44 (0) 20 7953 9033.

Information we collect

Information you give us directly

1. Full name
2. Phone number
3. Email address
4. Current postal address
5. Details of your property requirements, including budget, preferred locations and timescales
6. Any other information you choose to provide when you contact us

Client verification information

If you are a client, we will require additional information to verify your identity, in compliance with anti-money laundering regulations and other legal obligations. This may include:

1. Photographic identification (for example, a copy of your passport)
2. Proof of residence (for example, a recent utility bill or bank statement)
3. Financial information, including source and proof of funds

Website enquiry information

When you submit an enquiry through the contact form on our website, we collect the name, email address, telephone number and message you provide, together with your confirmation that you have read this policy.

Newsletter and marketing information

If you subscribe to our newsletter, we collect your full name and email address, together with a record of the consent you gave, including the date and time and the wording you agreed to. We also collect information about how you interact with our emails, such as whether an email was opened and which links were clicked.

Technical information

We may collect limited technical data when you visit our site – like your IP address, browser type and pages viewed – mostly via the tools described under “Cookies and tracking technologies” below.

How we use your information

Your personal information will be used in the following circumstances, and in each case we rely on one of the legal bases set out below.

1. To provide the services you have requested, in accordance with our contract with you or in order to take steps at your request before entering into a contract. This includes responding to enquiries, conducting property searches, arranging viewings and progressing transactions.
2. To comply with legal or regulatory obligations, including anti-money laundering checks, identity verification and record keeping requirements.
3. Where necessary for our legitimate business interests, provided these do not override your rights and freedoms. This includes responding to enquiries made through our website, maintaining our client records, protecting our website from misuse, and improving the services we offer.
4. To send you marketing communications, where you have given us your consent to do so. This is explained further below.

We will only use your information as stated in this policy. We have implemented appropriate security measures to protect your information from misuse, loss or alteration.

Enquiries made through our website

When you complete the contact form on our website, your enquiry is sent directly to us by email. The details you submit are not stored in a database on the website itself. Your enquiry will be held within our email systems for as long as is necessary to deal with your enquiry and to maintain a record of our correspondence with you.

Before submitting the form you are asked to confirm that you have read this Privacy Policy and our Terms & Conditions. We handle enquiries on the basis of our legitimate interest in responding to people who contact us, and, where you go on to instruct us, on the basis of our contract with you. Confirming that you have read this policy is not consent to receive marketing, and we will not add you to our newsletter as a result of making an enquiry.

Marketing communications

If you subscribe to our newsletter, we will send you property market insights, journal updates and news about our services. We do this only where you have given your consent by ticking the box on our signup form.

Withdrawing your consent

You can unsubscribe at any time by clicking the unsubscribe link at the bottom of any email we send you, or by contacting us at admin@llanoverinternational.com. Withdrawing your consent will not affect any communications sent before you withdrew it, and it will not affect our handling of any instruction or enquiry you have made.

Email tracking

Our newsletters may contain tracking pixels or web beacons which allow us to see whether an email has been opened and whether links within it have been clicked. We use this to understand which content our subscribers find useful. You can prevent most of this tracking by disabling automatic image loading in your email software.

Who we share your information with

We do not sell your personal information, and we do not share it for anyone else’s marketing purposes. We may share it in the following circumstances.

Service providers acting on our behalf

We use a small number of trusted providers who process personal information on our instructions and under contract, including:

• Mailchimp (The Rocket Science Group LLC, an Intuit company), which we use to manage our newsletter and send marketing emails. If you subscribe, your name, email address and consent record are transferred to Mailchimp for processing in accordance with their privacy policy and terms.
• Google, whose reCAPTCHA service protects our forms from automated abuse, as described below.
• Our website hosting and email providers, who hold our correspondence and website data on our behalf.

Professional and transactional parties

Where necessary to progress a transaction or an instruction, we may share your information with solicitors, surveyors, mortgage advisers, referencing agencies, landlords, and other estate agents or property professionals with whom we are working on your behalf.

Collaborating agents and associates

For properties outside London, and for our work in the United Arab Emirates and Singapore, we work with local agents and business associates. Where this is necessary to deliver the service you have asked for, we will share the information required to do so.

Legal and regulatory bodies

We may disclose your information where we are required to do so by law, or where disclosure is necessary to comply with our regulatory obligations, to prevent fraud or money laundering, or to protect our legal rights.

Transfers outside the United Kingdom

Some of the parties described above are located outside the United Kingdom. In particular, Mailchimp and Google process data in the United States, and our work in the United Arab Emirates and Singapore may involve sharing information with agents and associates based in those countries.

Where personal information is transferred outside the United Kingdom, we take steps to ensure it continues to be protected to the standard required by UK data protection law. Depending on the recipient, this may include relying on UK adequacy regulations, an approved certification framework, or the International Data Transfer Agreement or Addendum approved by the Information Commissioner.

If you would like more information about the safeguards applying to a particular transfer, please contact us at admin@llanoverinternational.com.

Cookies and tracking technologies

Our website uses a limited number of cookies and similar technologies.

Essential and functional cookies

These are necessary for the website to work correctly, including for page display and for remembering your preferences during a visit.

Google reCAPTCHA

Our forms are protected by Google reCAPTCHA, which helps us distinguish genuine visitors from automated software. reCAPTCHA collects information about your device and your behaviour on the site, including your IP address, and sends it to Google for analysis. This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Email tracking

As described above, our newsletters contain tracking pixels which report whether an email has been opened and which links have been clicked.

You can control and delete cookies through your browser settings. Please note that disabling certain cookies may affect how parts of our website function.

How long we keep your information

We retain personal information only for as long as is reasonably necessary for the purposes described in this policy, and in accordance with all applicable laws and regulations.

• Enquiries that do not lead to an instruction are kept for [12 / 24] months from your last contact with us.
• Client records, including transaction files and correspondence, are kept for [6] years from the end of our relationship with you.
• Anti-money laundering records, including identity documents and source of funds evidence, are kept for five years from the end of the business relationship or the completion of the transaction, as required by law.
• Newsletter subscriber information is kept until you unsubscribe or ask us to remove you, after which we retain a minimal record of your withdrawal so that we do not contact you again in error.

Keeping your information accurate

It is important that the personal data we hold about you is accurate and current. Please inform us of any changes to your personal data during your relationship with us by contacting us on +44 (0) 20 7953 9033 or at admin@llanoverinternational.com.

Your rights

Under data protection law you have a number of rights in relation to the personal information we hold about you.

• Access. You can ask us for a copy of the personal information we hold about you.
• Correction. You can ask us to correct information that is inaccurate or incomplete.
• Erasure. You can ask us to delete your personal information where there is no continuing reason for us to hold it. This right does not apply where we are legally required to retain the information, for example under anti-money laundering rules.
• Restriction. You can ask us to limit how we use your information while a query about it is resolved.
• Objection. You can object to our using your information where we rely on our legitimate interests, and you can object to direct marketing at any time.
• Portability. You can ask us to provide certain information you have given us in a portable electronic format, or to transfer it to another provider.
• Withdrawing consent. Where we rely on your consent, you can withdraw it at any time.

To exercise any of these rights, please contact us at admin@llanoverinternational.com. We will respond within one month. There is normally no charge, and we may ask you to verify your identity before we act on your request.

Complaints procedure

If you have any concerns about how we have handled your personal information please contact us at admin@llanoverinternational.com. We will investigate your complaint thoroughly and promptly.

Further support

If you are dissatisfied with our response, or believe we have not complied with applicable data protection laws, you have the right to complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

We are also members of the Property Redress Scheme, who can assess your complaint independently.

Changes to this policy

We review this policy regularly and may update it from time to time. Any changes will be published on this page.

This policy was last updated on [date].

Contact us

For any questions regarding our Privacy and Complaints Policy please contact us at admin@llanoverinternational.com.