Privacy Policy

This privacy notice sets out how we will process personal data we collect from or about you, or which you provide to us.  Please read this notice carefully to understand why data is being collected and what we do with that data.

This privacy notice was last amended in April 24 and supersedes any earlier version.  We may change this privacy notice from time to time by amending this page.

What type of information will we collect from you?

We will collect and process the minimum amount of personal data in order to fulfil our service to you.  This information may include:

Where we need to collect personal data by law (for example to meet our obligations to prevent fraud and money laundering) or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with our services). In this case, we may have to cancel a product or service you have with us.  In this event, we will notify you.

On what basis can we process your information?

The legal grounds under the General Data Protection Regulations for processing your personal data are as follows:

What are we going to do with your information?

We will hold and use personal information about you in the following ways:

How long do we keep your data?

We will retain your personal data for different periods depending upon the service you have asked us to provide, which may be a longer period than that for which we need to hold your data to provide those services e.g., 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 will your information be shared with?

We engage third-party service providers (our “data processors”) to perform a variety of business operations on our behalf. In so doing, we may share your personal information with them. We provide our service providers with only the personal information they need in order to perform the services we request.  We contractually require that they protect this information appropriately and not use it for any other purpose.  We will also share your personal details with any third party from whom you have opted to take additional property related services.

These third parties may include:


We will also disclose your personal information to third parties:

The success of our business depends on your trust.  We do not sell your personal information and we will only share your personal information within our organisation.  We will not share your personal information with any third parties for marketing purposes, without obtaining your prior consent.

How will we ensure the security of your data?

Your data will be stored electronically with all reasonable technological and operational measures put in place to safeguard it from unauthorised access and any identifiable information will be encrypted or minimised.  Where necessary your data will be stored securely, in hard copy format, within our premises.  Access to this data is limited to relevant personnel of the Charters Group.

Call Recording

The Charters Group currently records calls to the Property Management, Sales Progression, Mortgages Decisions and other applicable areas of the sales and lettings departments of Charters Estate Agents.  The recording of these calls is necessary to protect the interests of you, our personnel or both.

When a call is recorded, we collect:



These recordings are encrypted for security and stored electronically.

We will use these recordings to:

If you object to your call being recorded, you will need to end the call when you are told that calls may be recorded. Alternative methods of communication are available.

Call recordings are retained for 12 months to ensure that any subsequent investigation can be completed.

The information provided will be managed, as required by Data Protection law.

You have the right to:

Your Rights

How you can access and update your information

You have a right to request a copy of the personal information we hold about you, known as a data subject access request. You also have the right to request that information we hold about you which may be incorrect, or which has been changed since you first told us, is updated or removed. These requests are free of charge and can be sent to Suzanne Diamond at Alternatively, please send your request by post to our Head Office premises, 13 Oakmount Road, Chandlers Ford SO53 2LG.  We will respond to any such request within one calendar month, subject to us receiving satisfactory identification. The right to access personal information may be limited in some circumstances by local law requirements.

How you can request erasure of your data

You can ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where you have withdrawn consent for us to process it (as explained below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law.  Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

How you can withdraw your consent

You have the right at any time to withdraw any consent you have given us to process your personal 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. Should you wish to do so you can change your consent preferences at any time by contacting Suzanne Diamond at Charters Estate Agents, 13 Oakmount Road, Chandlers Ford SO53 2LG or via email to

How you can restrict or object to us using your data

You can ask us to suspend the way in which we are using your information in certain scenarios, or object to our processing your data where we are relying on a legitimate interest ground (or those of a third party) and you feel it impacts on your fundamental rights and freedoms, or where we are processing your personal data for direct marketing purposes. In some cases where you object, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Please note that if you want us to restrict or stop processing your data this may impact on our ability to provide our services. Depending on the extent of your request we may be unable to continue providing you with our service.

If you have any queries or concerns about the way in which your data is being used please contact Suzanne Diamond, Charters Estate Agents Ltd, 13 Oakmount Road, Chandlers Ford SO53 2LG or via email at

Moving your information to another organisation

In the event that we process your data by automated means where you have either provided us with consent for us to use your information or where we used the information to perform a contract with you, you have the right to request that we send to you or to another organisation, a copy of the personal data we hold about you, for example when you are dealing with a different service provider. If you would like us to move, copy, or transfer your information please let us know by email to We will respond to you within one month after assessing whether or not this is possible, taking into account the technical compatibility with the other organisation in question.

Queries about the use of your personal data

If you wish to raise a complaint on how we have handled your personal data, you can contact us to have the matter investigated by writing to Suzanne Diamond at Charters Estate Agents, 13 Oakmount Road, Chandlers Ford SO53 2LG or via email at

If you are not satisfied with our response or believe we are not processing your personal data in accordance with the law, you can complain to the UK data protection regulator, the Information Commissioner’s Office.  Further details can be found at or 0303 123 1113.