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Privacy policy

1. Who we are
This Privacy Notice applies to the use and processing of personal information collected by Connells Survey & Valuation Limited. The ICO Registration number of Connells Survey & Valuation Limited is Z1778653.

The phrases “us”, “we” or “our” will mean Connells Survey & Valuation Limited on behalf of and in respect of whom this Privacy Notice is made.

For information concerning the collection, use and processing of personal information by any of our third party business partners or suppliers, please contact us.

2. Information covered by this Privacy Notice
(i) Personal data. This is information, or any combination of separate pieces of information, that could be used to identify you
(ii) Special categories of personal data. This is information which is classified as sensitive (for example details of your health). We will collect this only where it is applicable or appropriate to provide the requested valuation and survey services

Please read this Privacy Notice carefully. If you have any questions about this notice or our use of your personal data, please contact the Connells Group Data Protection Officer by email to or in writing to Cumbria House, 16-20 Hockliffe Street, Leighton Buzzard, Bedfordshire, LU7 1GN.

We are part of the Connells Group, and all data protection matters are managed at Group level.  Information concerning the make-up of the Connells Group can be found here.

3. Where we get personal information from 
When you make enquiry to us for valuation and survey services, we may collect personal information from a variety of sources, including:
• Information we collect directly from you, by telephone, email or electronic communications such as messaging or through the internet
• Information we collect when you visit our websites
• Information provided to us by third parties

4. What information we collect

4.1 Information we collect directly from you
The following are examples of information we may collect directly from you (to enable us to provide valuation and survey services):
• Name
• Email address
• Postal address
• Telephone number
• Payment information, such as a debit/credit card details
• Your communication preferences 

We may, during the course of your relationship with us, request additional information from you which is relevant to the provision of valuation and survey services.

Any telephone calls either to or from our customer service teams may be recorded for training, monitoring, compliance and security.

4.2 Information we collect when you visit our web sites
We use cookies and other technologies to collect information when you visit our web sites. Details of how we use cookies are provided in Section 13 ‘Our Use of Cookies’.

5. Who we share your information with
We may share your information both within the Connells Group of companies and also relevant third party business partners.

Where we engage third party service providers, we provide them with only the personal information they need to perform the service we request. We contractually require them to securely protect information, and not to use it for any other purpose.

6. How we use your information
We will process the information you provide to provide you with valuation and survey services and answer any questions you may have. 

The following are examples of how we use the information we collect:
• To arrange and provide surveys and valuations
• To process payments for our services
• To protect against and prevent fraud, unauthorised transactions, money laundering, tax evasion, claims, other liabilities and manage risk exposure, integrity, compliance and security of business processes
• To operate, monitor, evaluate and improve our services and websites
• To evaluate your interest in and suitability for employment

6.1 Customer Surveys
From time to time we may provide your information to our customer service agencies for research, survey and analysis purposes so that we can monitor and improve the services we provide. We or our agents and sub-contractors may occasionally contact you including by post, email or telephone to ask you for your feedback and comments on our services.

7. Lawful basis of processing     
In the course of providing valuation and survey services, we process your information under any of the following lawful conditions:  

(i) Performance of a contract -  this is where the collection and processing of your data is necessary for the performance of a contract with you (i.e. providing the valuation or survey), or in order to take steps at your request prior to entering into a contract

(ii) Legal obligation - this is where the collection and processing of your data is necessary for compliance with a legal obligation, for example verification of identity and fraud prevention

(iii) Consent  - where we process information under consent we will seek your clear and unambiguous consent before processing your data, for example to receive marketing information from other Connells Group companies

(iv) Legitimate interests - some information is processed by Connells Group Companies as part of its legitimate interests which include making arrangements for the valuation or survey, network and information security, web analytics and updating customer details

8. Other situations
We may transfer or otherwise process your personal information:
• As part of the sale of a Connells Group business to another company
• To enforce our terms and conditions 
• When required by law and/or government authorities

           o Where, following a member of our staff displaying Covid-19 symptoms, we, including via the staff member, are obliged to provide names and contact details to the NHS Test and Trace Contact Tracing Team of any people that a member of our staff was in close contact within the 48 hours before Covid-19 symptoms started

• When requested by our Regulatory Body, the RICS, or any applicable ombudsman/alternative dispute resolution service provider

9. How long we keep your information for
We will keep your information for as long as is reasonably necessary for the purposes set out in this privacy notice, and to fulfil our legal and regulatory obligations.

For further information about how long we will keep your information, please contact the Connells Group Data Protection Officer by email at  

10. When we communicate with you
We will send you service related communications.

We may also contact you in order to provide you with information about our services which we believe may be of interest to you, and which relate to your needs.

11. How we communicate with you
For service related communications, we will contact you either by e mail or through the post. We may also telephone you or send you SMS messages (which may include automated SMS reminders to confirm that your survey has been booked or that your report is ready).

12. Your statutory rights
You have a number of rights concerning the personal information we use. These include the right to:

• ask us for access to a copy of your personal information we hold about you 
• ask us to correct your personal information
• ask us to delete your personal information
• withdraw your consent to use your personal information

Where you have provided consent for our processing of your personal data, you may withdraw that consent at any time by contacting us. If you withdraw your consent, your previous consent will remain valid in respect of our use of your data in relation to the services we are still contracted to provide.

• ask us to restrict the use of your personal data, including direct marketing
• object to our use of your personal data
• object to an automated decision, including profiling (for example, in terms of credit risk)
• lodge a complaint with the Information Commissioner’s Office, if you object to the way we use your personal information. For more information please go to

If you wish to make a request for access to a copy of your personal data, please write to the Connells Group at Group Legal Services, Bridgegate House, 5 Bridge Place, Lower Bridge Street, Chester CH1 1SA or email

If you wish to exercise any of your other rights, please write to the Connells Group Data Protection Officer at Connells Group, Cumbria House, 16-20 Hockliffe Street, Leighton Buzzard, Bedfordshire, LU7 1GN or e mail

We will acknowledge your request and let you know what we will need from you to carry out your request. Every effort will be made to respond to or comply with your request as quickly as possible, and we will ensure our systems are updated as soon as is practicable in response to your request.

13. Our use of cookies
A cookie is a small file placed on your device when you visit a website that can be understood by the site that issued the cookie. We use the information collected by cookies to remember who you are to log you in and to store your preferences when using a particular site. It may contain a unique identifier to ensure that you are not shown the same information and/or are only shown information you have stated that you are interested in.

A cookie records your preferences when using a particular site, ensuring that you are not shown the same information and/or are only shown information you have stated that you are interested in. In order to use the website you agree to let cookies be saved as they are an important part of navigation of the website.

The following are examples of information we may collect:
• Information about your device browser and operating system
• Your internet protocol (IP) address assigned to your internet service 
• The web pages you visit on our websites
• Any embedded links you view

13.1 Third party cookies used on the website
We use cookies, tracking pixels and similar technologies on our website to gather data about our visitors’ use of our website. We use this data to improve your experience of our website, to analyse the visitors’ use of the site.

We use Google Analytics to provide us with information about your visit to our website. We do this in order to help improve our website service to customers.

Their cookies typically store anonymous aggregated information such as whether a visitor has been to the site before, and the time of the current visit.

13.2 Other Technologies
Our security software may use your IP address and browser version to help protect our systems and provide diagnostic information in the case of an issue.

14. How we protect your information 
We store your personal information on our computer systems and in our paper records.
We have implemented strict security procedures to ensure that personal information is not damaged, destroyed or misused, and to prevent unauthorised access to your information.
The information that we collect is stored in a secure facility with restricted physical access.
We also use a number of security measures to prevent electronic access.
Where - in line with this Privacy Notice - information is shared with third parties, similar security measures are used to protect your information.

15. Data Transfers
We ourselves do not currently transfer the personal information we collect about you to recipients in countries other than the country in which the information originally was collected. Those countries may not have the same data protection laws as the country in which you initially provided the information.

If in the future we or our partners need to transfer your information to recipients in other countries we will:
(i) perform those transfers in accordance with the requirements of applicable law and subject to appropriate safeguards, and
(ii) protect the transferred personal information in accordance with this Privacy Notice

16. Links to other websites
Our websites, other electronic portals and documentation may provide links to other websites for your convenience and information. These may operate independently from us and have their own privacy notices or policies, which we strongly suggest you review.

Where linked websites are not owned or controlled by us, we are not responsible for their content or data privacy practices.
17. Our Promise to you
When you provide us with this information, you agree to the collection, use and sharing of your information in accordance with this Privacy Notice. Our promise to you is that
• You are in control of your data
• If you don’t think the data is correct tell us and well put it right
• We will keep your data secure
• We also promise to collect, process store and share your data safely and securely and to make sure the businesses we work with do the same

18. Updates to our Privacy Notice
We will occasionally update our Privacy Notice, so we suggest that you review this Notice from time to time. If we make substantial changes to our Privacy Notice, we will endeavour to inform you directly about these changes.

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