F.A.Q

We use cookies and other similar technologies in the operation of this website.

A cookie is a piece of information that a website puts on your device so that it can remember something about you or your device at a later date. We use cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse this website. By using our website, you agree to our use of cookies.
This policy explains what cookies we use on our website and how you can refuse or withdraw your consent to cookies. You can find out more information about cookies at www.allaboutcookies.org and www.youronlinechoices.eu.
Cookies used in this website
We only use two types of cookie on this website:
Session cookies
These are typically required by us to make sure you can move freely from one page to another and so that you can access and use certain services within the website. Normally these cookies only last while your browser is open and are deleted when it is closed. Some may need to remain for longer than the duration of your visit (or “session”).


Persistent cookies
These cookies allow you to set and store preferences for the website, such as when you are offered the option to customise elements of the layout or content of the website. These cookies may also help us to monitor, debug and optimise the performance of the website. These cookies remain after you close your browser to remember your actions and preferences when you return to our website.
Some websites use persistent cookies to provide targeted advertising based on your device’s browsing history, but not ours!


Refusing or withdrawing your consent to the use of cookies
You may refuse to accept cookies by altering the settings on your internet browser. For more information about how to do this, look at your browser “help” section or visit www.allaboutcookies.org or www.youronlinechoices.eu.
If you adjust your internet browser settings to refuse the setting of cookies, you may not be able to access or use fully certain parts or functionality of our website.

Updates to this policy

So that we can offer you the best possible online experience, new services using cookies may be added to our website from time to time. We aim to keep the cookie information provided here as accurate as possible and use all reasonable efforts to review regularly and update the details. When we update these details, we will post changes on this page so please check back frequently.

This privacy policy covers the data you provide us or we have collected from you or about you.  It explains why we collect your data and what we do with your data therefore please read this notice carefully.
Our services, website or app may include links to other independent websites and services not provided by us.  As these sites and services are independent, they are not under our control and as such we have no responsibility for content on these sites or services and have not approved or checked their privacy notices.
This privacy policy may be subject to change and this page will be updated accordingly.
For the purpose of the Data Protection Act 1998 and General Data Protection Regulation EU 2016/679, the data controller is Hindhead Property LTD, a company registered in England under company number 09449089 whose registered address 18 Mannamead Road, Plymouth, PL4 7AA.
What information do we collect from you or ask you to provide?
We typically ask you to provide the following personal details and information:

• Your full name, address and other important contact details (fixed phone line number, mobile phone number, email address and postal address).
• We are required by law to collect information relating to your identity to comply with the Immigration act and 2017 Money Laundering Regulations.
• We are required to conduct conflicts of interests under regulatory obligations and will ask for information on your close connections.
• If we are letting your property or renting through us, we will need to set up an approved tenancy deposit account for you and arrange for rental payments.  As such we will require your bank details.
• In order to find a suitable property for you we will ask for information on any access requirements which may consist of special category personal data including details of disabilities or other relevant health information.
• In order to send relevant marketing material and information about products and services that may be of interest to you we will require details about your area of interest.
• We will collect information about visits to our website and usage (which enable our website to remember information about you and your preferences) and use of our site. [Please read our 'Cookie Policy' for further details.] This can include website visit information, including [the full Uniform Resource Locators (URL),] [clicks through from and to our site (including time and date),] [products viewed by you or searched for'] [page response times,] [any 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 the phone number used to call our office.
• Technical information, such as devices you use to connect to our app or website, the device location data unless this function has not been disabled by you on your device, [the Internet protocol (IP) address of your computers connection to the Internet,] [your login information,] [time zone setting,] [browser versions and browser plug-in types and version,] [platform and operating system].
• Any communication between you and us including correspondence via telephone and email when you have contacted us with an enquiry on our service or product.

We may be required by law to collect your personal data (to meet our obligations to prevent money laundering and fraud for example) or under the terms of any contract we have with you.  If you are unable to  provide the data required when requested, we may be unable to perform or provide the contract or service that we have or are trying to enter into with you  In this case, we may have to cancel the product or service you have asked us to supply, but you will be notified if this is the case as soon as possible.
On what basis do we process the information we collect from you?
Under current data protection legislation we have legal grounds to process your personal data are as follows:

• In order to perform a contract for a product or service to which you are a party, or to undertake the necessary process before entering into a contract with you for that product or service.
• We have your explicit consent to the processing of your personal data for one or more specific purposes, namely 1) electronic marketing by us where you have given us consent and/or 2) to process your Special Category Personal Data described above. You can still receive our services without providing marketing consent.
• It is a necessary requirement as part of our legitimate business interests, unless our interests are overridden by the interests, rights or freedoms of individuals affected (such as you). A number of factors are considered to determine this, such as our correspondence and conversations at the time you provided the data, your expectations from the processing of the data, the type and nature of the data, and the impact of us processing your data. Our legitimate interests include processing your data to promote and improve product and services provided by us and to develop a better understanding our customers’ interests and our knowledge of the market in which we operate and for the day to day administration and the technical aspects of our service and products.
• In rare circumstances and to comply with legal obligations.
• In order to protect your interests or the interests of a 3rd party; and/or
• Where it is required for official purposes or is in the public interest.

Why is your information required and how will we use it?
Your personal information will be held and used in the following ways:

• To provide you with our products and services for which we are obligated.
• We may be required to share your information with others to provide a product or service for which we are obligated to you or where acting as agent for a third party on your behalf.
• As part of our regulatory and statutory and obligations, including [identity verification, prevention of money laundering and fraud and for the assessment your credit worthiness.
• We may communicate and have contact with you during the course of providing our product and services, for example dealing with your requests and enquiries.
• Your data may provide statistics that can be analysed to plan for future products and services and help manage our business.
• Where we have your permission to do so or if you are an existing customer your data will be used to provide you, or to enable third parties to provide you with information about goods or services we believe may be of interest or relevant to you.  where we choose to contact you by electronic means (including e-mail or SMS) with information about our own goods and services similar to those which you have already obtained from us or negotiated to obtain from us. You can unsubscribe from marketing messages at any time.
• Your usage of our website, app and other online services will be tracked and maybe used to improve these services.
• You may be notified of changes to our products or services
• Your data will be used to ensure our website, app and other online services are presented to you in the relevant format for your device or computer.

How long is your data stored with us?
Your personal data will be retained for different periods depending on the product or service we provide you. This may be a longer period than that for which we need to hold your data to provide those services, i.e. where we are under regulatory or statutory duties to hold your data for a longer period or need to retain it in the event of a legal claim or complaint.
Who do we share your personal information with us?
As part of our daily business activity we may pass your data to service providers in order for us to deliver the services you expect from us.  These include but are not limited to other companies providing you a service linked to our own, cloud computing host providers and technical support service providers.
We will also pass your details where necessary to your legal services and possibly the legal services of other parties to your transaction. We may also disclose your personal information to third parties:

• Your personal data will be disclosed to any prospective buyer or seller in the event that we buy or sell any business assets.
• Should we sell our company the personal data held by us will be considered part of the sale and transferred to the 3rd party acquiring the business.
• If there is a legal duty or regulatory obligation with which we must comply or to protect the rights, property, or safety of our company, our customers, or others we will disclose or share your personal data. This includes exchanging information with other companies and organisations for the purposes of credit risk reduction and fraud protection

Prior consent will be obtained from you before we share your information with third parties for marketing related purposes.
Data and information security.
Your data will be held on secure servers which may or may not be located in the EEA (European Economic Area).  All reasonable operational and technological measures have been put in place to safeguard your data, our content and our systems from any unauthorised access.  Wherever possible any identifiable information will be secured, encrypted or minimised.
Parts of our system may be accessible by our customers and users.  This access will be password protected.  If you have been given a username and password which enables you to access certain parts of your data on our systems it is your responsibility to keep it confidential. Under no circumstances should you disclose or share it with anyone.
User rights.
Accessing and updating your information.
It is your right to request a copy of the personal data and information we hold about you.  This is known as a data subject access request. It is also your right to request that information we hold about you which may be incorrect, or which may have changed since you first told us, is updated or removed. There is no charge for this service.  Please send requests to Louis Orozco Lopez, Hindhead Property, 18 Mannamead Road, Plymouth, Devon, PL4 7AA - Data Protection Officer
Deletion of your information and data.
It is your right to ask us to delete or remove personal data where there is no good reason for us continuing to store and process it. It is your right to ask us to delete or remove your personal information and data where you have successfully exercised your right to object to processing (see below), where we no longer have your consent for us to process it (as explained below), where we may have processed your information unlawfully or where we are required to delete your personal information and data to comply with local law. Note, however, that it is not always possible to comply with your data and information deletion request for specific legal reasons which will be notified to you, if applicable, at the time of your request.
Withdrawing your consent.
It is your right at any time to withdraw any consent you have given us to process your personal information and 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 withdrew your consent. Your consent preferences can be changed at any time by contacting us at Hindhead Property, 18 Mannamead Road, Plymouth, Devon, PL4 7AA.
Restricting or objecting to our use of your data and information.
It is your right to ask us to suspend the use of your data and information in certain scenarios, or object to our processing your information and data where we are relying on a legitimate interest ground (or those of a third party) and you believe it impacts on your fundamental freedoms and rights, or where your data and information is being processed for direct marketing purposes. Each case will be investigated and in some cases where you object, we may demonstrate that we have compelling legitimate grounds to process your data and information which override your freedoms and rights.
Often your data is essential to the supply and delivery of a service provided by us to you.  Please note that if you want us to restrict or stop processing your data and information this may impact on our ability to provide that product or service. Depending on the extent of your request we may be unable to continue providing you with our service.
Questions, concerns or any other enquiry relating to the way we process and use your data and information is being used can be sent to Louis Orozco Lopez, Hindhead Property, 18 Mannamead Road, Plymouth, Devon, PL4 7AA - Data Protection Officer.
The moving of your data and information to another organisation.
If your data and information is processed by automated means where consent for us to use your data and information has been provided by you or where we used the information to perform a contract with you, it is your right to request that a copy of your personal data and information be sent to you or to another organisation, for example when you are dealing with a different service provider. These requests are free of charge.  If you would like us to move, copy, or transfer your data and information please let us know by email to louis.lopez@hindheadproperty.com. We will respond to you within one month after assessing whether this is possible, taking into account the technical compatibility with the other organisation in question.
Complaints about the use of your personal data and information.
Complaints regarding the use of your personal data and information will be investigated. If you wish to raise a complaint on how we have handled your personal data and infomation, you can contact us to have the matter investigated by writing to Louis Orozco Lopez, Hindhead Property, 18 Mannamead Road, Plymouth, Devon, PL4 7AA - Data Protection Officer.
If you believe we are not handling or processing your personal data and information in accordance with the law or if you are not satisfied with our response to a data information complaint or request 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.

Hindhead Property is committed to protecting and respecting your privacy.
This policy sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
For the purpose of UK data protection law, the data controller is Hindhead Property.
Information we collect from you
We will collect and process the following data about you:

• Information you give us. This is information about you that you give us by filling in forms on our website (our site) or by corresponding with us by phone, e-mail or otherwise.
• Information we collect about you. With regard to each of your visits to our site we may automatically collect the following information:
• technical information, including the Internet protocol (IP) address used to connect your computer to the Internet; and
• information about your visit.

Cookies
Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site. For detailed information on the cookies we use and the purposes for which we use them see our cookie policy. 
Uses made of the information
We use information held about you in the following ways:

• Information you give to us. We will use this information:
• • to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us;
• • to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about;
• • to provide you, or permit selected third parties to provide you, with information about goods or services we feel may interest you. If you are an existing customer, we will only contact you by electronic means (e-mail or SMS) with information about goods and services similar to those which were the subject of a previous sale or negotiations of a sale to you.;
• • 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.
• Information we collect about you. We will use this information:
• • to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
• • to improve our site to ensure that content is presented in the most effective manner for you and for your computer;
• • to allow you to participate in interactive features of our service, when you choose to do so;
• • as part of our efforts to keep our site safe and secure;
• • to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you;
• • to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.
• • Information we receive from other sources. We will combine this information with information you give to us and information we collect about you. We will use this information and the combined information for the purposes set out above (depending on the types of information we receive). 

Disclosure of your information
You agree that we have the right to share your personal information with:

• Any member of our group, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006.

We will disclose your personal information to third parties:

• • 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 we or substantially all of our assets are acquired by a third party, in which case personal data held by it about its 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 obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of us, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

Where we store your personal data
The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area ("EEA"). It will also be processed by staff operating outside the EEA who work for us or for one of our suppliers. This includes staff engaged in, among other things,  the fulfilment of your order, the processing of your payment details and the provision of support services. By submitting your personal data, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this privacy policy.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
Your rights
You have the right to tell us not to use your personal information for marketing purposes. You can exercise this right by unsubscribing using the link in any of the marketing emails we send you.
UK data protection law also gives you the right to access your personal information, to object to the use of your personal information for certain purposes, and the right to erase, restrict or receive a machine-readable copy of your personal information. You can exercise any of these rights by contacting us at the address above.
We will comply with the law in responding to your requests. That means that there may be some legal reasons why we cannot comply with all requests.
Changes to our privacy policy
Any changes we make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail. Please check back frequently to see any updates or changes to our privacy policy.
Contacting us
If you have any questions about this privacy policy or the way we handle your personal information, please contact us at the address in the ‘contact us’ section of this website.
We hope that we will be able to answer any questions or concerns that you have. You have the right at any time to raise your concern with the Information Commissioner’s Office at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

As with all Estate Agents, Hindhead Property LTD is subject to the Money Laundering Regulations 2017. This means that we have to obtain and hold identification and proof of address for all customers. Additionally, we are also required to establish whether there are any beneficial owners on whose behalf the transaction or activity is taking place, hence, we would request you to identify anyone who you would consider to be a beneficial owner. Where appropriate, the source or destination of funds may also be requested. Without this information we will be unable to proceed with any work on your behalf.
Below is a list of acceptable identity documents. We require sight of all original or certified documents. Subject to your individual circumstances, Hindhead Property LTD may liaise with you for further/other documentation.
Individual identity documents
Foxtons requires one document from List A and one document from List B.
List A - Identity Document

• Current signed passport
• Valid UK driving licence
• EEA member state identity card

List B - Proof of Address
UK/EU/EEA Drivers Licence (if UK Drivers Licence not used as ID)Must be valid, not expired. Photo only. Full or provisional.
Bank, Building Society or Credit Union StatementDated with 3 months. Must include account number and show recent activity. No general correspondence.
Credit Card StatementDated within 3 months. Must include account number and show recent activity. No general correspondence.
UK, EU, EEA Mortgage statementDated within 12 months. Must show account number. No general correspondence.
Utility BillDated within 6 months E.g. Gas, electricity, water. Must show address for service and/or account number. No general correspondence.
Telephone BillDated within 6 months E.g. Landline or mobile pay monthly (excluding pay as you go). Must show address for service and/or account number. No general correspondence.
Council TaxDated within 12 months. Must show address for service and/or account number. No general correspondence.
Tenancy AgreementDated with 12 months. Must state full name and full property address. Issued by local council, housing association, solicitor or reputable letting agent.
Benefits Entitlement LetterDated within 12 months. Issued by DWP or Jobcentre plus. Must confirm benefit payable at time of issue. E.g. Pension, disability, single parent, housing etc.
HMRC Tax NotificationDated with 6 months. Must state national insurance number and tax calculation. No general correspondence.
Home or Motor Insurance CertificateDated within 12 months. Must state insured address or registered address for vehicle and policy number. No general correspondence.
UK solicitors letter confirming house purchase/land registrationDated with 3 months. Must state full name of new proprietor and full property address.
NHS Medical Card or letter from GP confirming registrationDated within 3 months. Must state individual’s date of birth and NHS number. No general correspondence.
Official confirmation of Electoral Register entry or official poll cardDated within 12 months. Must state full name and full address. No general correspondence.
Police Registration CertificateDated within 12 months. Must state the full residential address of the individual.
Probate
If you are acting as a Representative of an Estate we require the following:

• Grant of Probate (if a will was left)
• Letter of administration (if no will left)
• Individual identity evidence from List A & B for the Personal Representative, either executor or administrator

Limited company
If you are acting as a Representative of a UK Company we will also require the following:

• Certificate of Incorporation
• Articles of Association
• Memorandum of Association
• Latest Annual Return or Confirmation Statement, with details of current company officers
• If offshore, nominee director declaration and a general power of attorney
• Individual identity evidence from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company

If you are acting as a Representative of an Offshore Company we will also require the following:

• Certificate of Incorporation
• Articles of Association, Memorandum of Association, Latest Annual Return with details of current company officers, Share Certificate(s) showing the Ultimate Beneficial Owner OR
• Certificate of Incumbency
• If the shares are owned by another company, repeat steps above for the holding company
• Nominee director declaration and/or general Power of Attorney (if applicable)
• Individual identity evidence from List A and B for all individuals or entities with 25% or more of the shares or voting rights in the company

Trust
If you are acting as a Representative of a Trust we require the following:

• Trust deed
• List of trustees
• List of beneficiaries
• Individual Identity evidence from List A & B for all individuals with a vest interest in 25% or more of the capital and/or those who exercise control over the Trust

 Anti-Money Laundering
Hindhead Property LTD is committed to operating its business in a transparent and open manner consistent with our legal and regulatory obligations. We are aware that the real estate industry is a target for organised criminals seeking to launder the proceeds of criminal activity. We always seek to prevent this activity by cooperating fully with the authorities and reporting suspicious activity to the National Crime Agency.
As part of this commitment, we adopt a strict compliance of all Anti-Money Laundering rules, with specific emphasis on the Proceeds of Crime Act 2002, the Money Laundering Regulations 2017, the Bribery Act 2010 and the Terrorism Act 2000.
Hindhead Property LTD policy commitment is applicable to all of our customers, including vendors, buyers, landlords and tenants. As a result we obtain and hold for a period of at least seven years evidence pertaining to our customers' identity and, where appropriate, we obtain proof of ownership of property and source/destination of funds. We will be unable to proceed with any work on behalf of our customers if we are unable to obtain this information. Customers' identity will be subject to an electronic identity check, which may also include a credit check.
We are registered and supervised by HM Revenue & Customs for compliance with the Money Laundering Regulations 2017. If you would like to speak to us about Anti-Money Laundering, please email enquiries@hindheadproperty.com

Refer the matter to The Property Ombudsman
Please note that the Property Ombudsman will only review complaints made by consumers. Please follow this link for more information: https://www.tpos.co.uk/consumers/how-to-make-a-complaint
Our Complaints Procedure
Speak to your property manager or Negotiator
In order that your concerns are addressed as efficiently as possible, we ask that you first raise them in writing with your Property Manager or Negotiator.
Escalate to a Team Manager
You can escalate your complaint by writing to the relevant Team Manager.
Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.
A formal written outcome of the investigation will be sent to you within fifteen working days.
Escalate to a Director
You can further escalate your complaint by writing to Hindhead Property's Director at this address:
Hindhead PropertyLouis Orozco Lopez18 Mannamead RoadPlymouthDevonPL4 7AA
This complaint will also be acknowledged within three working days of receipt and an investigation undertaken by a Compliance Officer.
A formal written response will be sent to you within fifteen working days.
Once the Director has investigated your complaint, the Director will send you a letter expressing his/her final view. This will include details of any offer we are willing to make. It will also advise you that you are entitled if you remain dissatisfied to refer the matter to The Property Ombudsman within twelve months for a review.
Refer the matter to The Property Ombudsman
Please note that the Property Ombudsman will only review complaints made by consumers. Please follow this link for more information: https://www.tpos.co.uk/consumers/how-to-make-a-complaint

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