top of page
Truestone Properties Limited Customer Privacy Notice

 

This privacy notice tells you what to expect us to do with your personal information.

 

 

Contact details

 

Email: enquiries@truestoneproperties.co.uk

 

 

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

  • Gender

  • Occupation

  • Date of birth

  • Third party information (such as family members or other relevant parties)

  • 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)

  • Usage data (including information about how you interact with and use our website, products and services)

  • Employment details (including salary, sick pay and length of service)

  • Credit history and credit reference information

  • Information relating to compliments or complaints

  • Video recordings

  • Audio recordings (eg calls)

  • Records of meetings and decisions

  • Website user information

 

We collect or use the following personal information for the prevention, detection, investigation or prosecution of crimes:

  • Names and contact information

  • Client accounts and records

  • Call recordings

  • Financial information eg for fraud prevention or detection

 

We collect or use the following personal information for information updates or marketing purposes:

  • Names and contact details

  • Addresses

  • Marketing preferences

  • Purchase or account history

  • Website and app user journey information

  • IP addresses

 

We collect or use the following personal information for research or archiving purposes:

  • Names and contact details

  • Addresses

  • Purchase or client account history

  • Website and app user journey information

 

We collect or use the following personal information to comply with legal requirements:

  • Name

  • Contact information

  • Identification documents

  • Any other personal information required to comply with legal obligations

 

We collect or use the following personal information for dealing with queries, complaints or claims:

  • Names and contact details

  • Addresses

  • 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.

​

​

​

 

​

​

​

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.

 

Our lawful bases for collecting or using personal information for the prevention, detection, investigation or prosecution of crimes 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.

  • Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to 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.

  • 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:

    • We obtain information from publicly available property ownership registers in order to identify and contact property owners, such as landlords, who may benefit from our services now or in the future. Using this information allows us to provide and improve our services by ensuring that our outreach is accurate, relevant, and directed only to individuals with a legitimate interest in what we offer. Because the data is already publicly accessible and used solely for professional engagement, the impact on individuals’ privacy is minimal. We carefully balance our business needs with the rights of property owners, and we only process information that is necessary for meaningful communication, ensuring that the benefits of targeted, relevant outreach outweigh any potential risks.

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 research or archiving purposes:

  • 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.

  • Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

 

Our lawful bases for collecting or using personal information to comply with legal requirements:

  • 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.

  • Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to 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.

  • Public task – we have to collect or use your information to carry out a task laid down in law, which the law intends to be performed by an organisation such as ours. All of your data protection rights may apply, except the right to erasure and the right to portability.

​

Where we get personal information from

 

  • Directly from you

  • Publicly available sources

  • Credit reference agencies

  • Third parties:

    • Introductions via third parties such as Estate Agents and networking professionals.

​

Who we share information with

 

Others we share personal information with

  • Other financial or fraud investigation authorities

  • Insurance companies, brokers or other intermediaries

  • Professional or legal advisors

  • Regulatory authorities

  • External auditors

  • Organisations we’re legally obliged to share personal information with

  • Suppliers and service providers

  • Professional consultants

 

How long we keep information

 

We keep personal information only for as long as necessary for the purposes described in this notice. Unless a shorter period is listed (for example CCTV or website analytics), most personal information is retained for up to six years after the end of our relationship or your last interaction with us.
This is to meet legal, regulatory, accounting, audit and contractual obligations and to defend potential legal claims. Where we use data for marketing, analytics or research, information is kept for shorter periods or anonymised where possible. Full details are set out in our Data Retention Schedule below

​

1. Personal Information Used to Provide and Improve Products and Services

​​

  • Names, contact details, addresses, gender, occupation, date of birth, 6 years after last contact or closure of account, (Contractual limitation period (Limitation Act 1980))

  • Third-party information (family members, authorised parties), 6 years after service ends, (Linked to main client account)

  • Financial data (income, expenditure), 6 years, (Audit + legal claims)

  • Transaction data, 6 years, (HMRC + contract claims)

  • Usage data / website usage, 2 years, (ICO standard for analytics)

  • Employment details (salary, length of service), 6 years, (Evidence for decisions/claims)

  • Credit history / credit reference data, 6 years, (FCA/industry standard for affordability and fraud checks)

  • Compliments/complaints information, 6 years, (Standard limitation period)

  • Video recordings, 6 years, (ICO CCTV guidance)

  • Audio recordings (calls), 1–3 years, (Quality assurance + complaint evidence)

  • Records of meetings and decisions, 6 years, (Legal claims + audit)

  • Website user information, 1–2 years, (Analytics + security)

​

2. Personal Information Processed for Crime Prevention, Detection, Investigation or Prosecution

​​

  • Names, contact, account details, 6 years, (Fraud audit + law enforcement requests)

  • Call recordings, 3 years, (Evidence for investigations)

  • Financial information for fraud checks, 6 years, (FCA/industry + Limitation Act)

  • Client account records, 6 years, (Maintaining evidential chain)

​

3. Personal Information Used for Marketing or Information Updates

​​

  • Names, contact details, addresses, 2 years from last interaction, (ICO direct marketing guidance)

  • Marketing preferences, Until consent withdrawn or 2 years inactivity, (UK GDPR consent rules)

  • Purchase or account history, 6 years, (Helps determine marketing eligibility)

  • Website/app user journey information, 12–24 months, (Analytics standard)

  • IP addresses, 90 days – 12 months, (Security monitoring needs)

​

4. Research or Archiving Purposes

  • ​​

  • Names and contact details, 6 years, or anonymised earlier, (Research should use anonymised data when possible)

  • Addresses, 6 years, or anonymised earlier, (Same as above)

  • Purchase/client account history, 6 years, or anonymised earlier, (Data normally archival)

  • Website/app user journey information, 12–24 months, then anonymised, (ICO analytics guidance)

​

5. Personal Information Used to Comply with Legal Requirements

​​

  • Identification documents, 6 years after last use, (AML/KYC & regulatory duties (often 5 years minimum))

  • Contact details, any other legally required information, 6 years or as required by statute, (Legal obligation retention)

​

6. Queries, Complaints or Claims

​

  • Names, contact details, addresses, 6 years, (Limitation Act)

  • Account information, 6 years, (Evidence required)

  • Purchase/service history, 6 years, (Claims defence)

  • Call recordings, 3 years, (Evidence for complaints)

  • Photographs, 6 years, (Linked to complaint/claim)

  • Previous investigation information, 6 years, (Needed for pattern tracking and defence)

  • Client accounts and records, 6 years, (Legal obligations)

  • Financial transaction information, 6 years, (HMRC and legal claims)

  • Correspondence, 6 years, (Required to defend claims)

 

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 1113

Website: https://www.ico.org.uk/make-a-complaint

 

Last updated

 

15th November 2025

Anchor 1
Anchor 2
Anchor 3
Anchor 4
Anchor 5
Anchor 6
Anchor 7
bottom of page