Topics:
1. Information We Collect
1.1 Information you provide
When you contact us, submit an enquiry or engage with our services, we may collect:
- Name and contact details
- Property and sale-related information
- Communication history
- Any information you choose to provide
1.2 Website, device and cookie data
When you visit our website, we may collect:
- IP address
- Browser and device information
- Pages visited and interaction data
- Cookie identifiers
We use essential cookies that are required for the website to function and to deliver the services you request. These cookies help us:
- route enquiries to the correct service or team;
- remember choices you make during your visit;
- ensure the website operates securely and correctly.
These cookies do not require consent and cannot be disabled.
Non-essential cookies (such as analytics or marketing cookies) are only used with your consent. Full details are available in our Cookie Policy.
1.3 Information from partners and lead sources
We may receive your details from trusted third-party portals or referral partners where you have submitted an enquiry about selling a property. These organisations act as independent controllers and are responsible for their own privacy notices.
We process this information based on our legitimate interests in responding to your enquiry and providing our services. We will provide you with this privacy information at the earliest opportunity.
1.4 Call information
We record certain calls for training, quality monitoring, fraud prevention and compliance. You will be notified before recording begins.
Our legal basis for call recording is legitimate interests and, where applicable, legal obligation.
Call recordings are normally kept for 24 months, unless required longer for a complaint, dispute or regulatory reason.
We may use automated tools, including artificial intelligence (AI), to support the analysis of call recordings, such as transcription, summarisation, keyword detection or quality monitoring. These tools support our staff and do not make decisions without human involvement.
1.5 AML and fraud-prevention data
For anti-money laundering (AML), identity verification and fraud-prevention purposes, we may process:
- identity and verification documents;
- address verification data;
- information relating to sanctions, politically exposed person (PEP) status or suspected offences.
This processing is carried out to meet our legal obligations under UK law.
2. How We Use Your Information
We use your personal data to:
- Respond to enquiries
- Provide our services and manage cases
- Communicate with you
- Conduct AML and fraud-prevention checks
- Improve our website and services
- Meet legal and regulatory obligations
Marketing
We send marketing communications only:
- with your explicit consent; or
- under the soft opt-in where you are in negotiations to buy our services and were given a clear opportunity to opt out at the time of data collection.
You can opt out of marketing communications at any time.
If you choose not to provide certain information, we may be unable to respond fully to your enquiry or provide our services.
3. Legal Bases for Processing
We rely on one or more of the following lawful bases:
- Legitimate interests – handling enquiries, providing services, preventing fraud, improving our operations
- Consent – marketing communications and non-essential cookies
- Legal obligation – AML checks, record-keeping and regulatory compliance
4. Sharing Your Information
We may share your personal data with:
- Service providers acting on our behalf (e.g. hosting, CRM systems, analytics and communication tools)
- Professional advisers
- Referral partners, where relevant to your enquiry
- Regulators, law enforcement or other authorities where required by law
- AML and fraud-prevention service providers
We do not sell personal data.
5. International Data Transfers
Some service providers may process personal data outside the UK. Where this occurs, we ensure appropriate safeguards are in place, such as UK-approved contractual clauses, to protect your data.
6. Data Retention
We keep personal data only for as long as necessary. Typical retention periods include:
- Enquiries: up to 2 years
- AML and identity verification records: 5 years
- Contracts and transaction records: 6 years
- Call recordings: 24 months
Data is securely deleted or anonymised after these periods.
7. Automated Processing
Automated and AI-based tools may assist our internal processes, but no decisions with legal or significant effects are made without human review.
8. Your Rights
You have rights under UK GDPR including the right to:
- access your personal data;
- correct inaccurate information;
- request deletion;
- object to processing based on legitimate interests;
- restrict processing;
- withdraw consent;
- request data portability where applicable.
To exercise your rights:
By email: info@sold.co.uk
Or write to us at:
FAO: Legal Department
Sold.co.uk
First Floor
50 St Mary Axe
London
EC3A 8FR
Right to complain
If you are unhappy with how we use your personal data, you can contact the Information Commissioner’s Office (ICO):
www.ico.org.uk
0303 123 1113
9. Security
We use appropriate technical and organisational measures to protect personal data against unauthorised access, loss or misuse.
10. Updates
We may update this Privacy Policy from time to time. The most recent version will always be available on our website.
