Privacy Policy
Last Updated: 3 July 2026
1. Introduction
Dowen Estate Agents ("Dowen", "we", "our", or "us") is committed to protecting your privacy and handling your personal data fairly, lawfully and transparently.
This Privacy Policy explains how we collect, use, store, share and protect your personal information when you:

• Visit our website;
• Use our mobile applications;
• Contact us by telephone, email, post or social media;
• Register for property alerts;
• Buy, sell, let or rent property through us; or
• Use any of our products or services.

Dowen Estate Agents is the Data Controller for the personal data processed under this Privacy Policy.
Registered Office:
Dowen Estate Agents
Jubilee House
York Road
Hartlepool
TS26 9EN
Data Protection Contact:
Email: john.nicholson@dowen.co.uk

2. Your Rights
Under UK GDPR, you have the right to:

• Access your personal data.
• Request correction of inaccurate or incomplete data.
• Request deletion of your personal data in certain circumstances.
• Restrict the processing of your personal data.
• Object to the processing of your personal data.
• Request transfer of your data to another organisation (data portability).
• Withdraw consent at any time where processing relies on consent.
• Lodge a complaint with the Information Commissioner's Office (ICO).

Further information is available at:
www.ico.org.uk

3. Personal Information We Collect
Depending on your interactions with us, we may collect the following information.
Identity Information

• Full name
• Date of birth
• Title
• Nationality where legally required

Contact Information

• Postal address
• Email address
• Telephone numbers

Property Information

• Property ownership details
• Property preferences
• Viewing history
• Property valuations
• Sales and tenancy information

Financial Information
Where necessary to provide our services:

• Bank details
• Proof of funds
• Mortgage information
• Employment information
• Credit and referencing information

Technical Information
When you use our website or apps:

• IP address
• Browser type and version
• Device information
• Operating system
• Website usage data
• Cookie and analytics information

Communication Information

• Emails and correspondence
• Telephone recordings
• Customer service interactions
• Property enquiries

4. How We Collect Your Information
We may collect personal data:
Directly from you when you:

• Contact us
• Register for property alerts
• Request a valuation
• Buy, sell, rent or let a property
• Complete forms on our website
• Sign up for newsletters
• Attend appointments or viewings

Automatically through:

• Website cookies
• Mobile applications
• Analytics technologies
• Website logs

From third parties including:

• Land Registry
• Solicitors and conveyancers
• Financial advisers and mortgage brokers
• Referencing agencies
• Anti-money laundering providers
• Credit reference agencies
• Other estate agents
• Publicly available sources

5. How We Use Your Personal Data
We only process personal data where we have a lawful basis for doing so.
To Perform a Contract
We may use your information to:

• Arrange property sales and purchases;
• Manage lettings and tenancies;
• Arrange valuations and viewings;
• Process transactions;
• Communicate with you about services requested.

For Legitimate Interests
We may process data to:

• Improve our services;
• Maintain accurate records;
• Prevent fraud;
• Protect our business and customers;
• Respond to enquiries;
• Analyse website performance;
• Manage customer relationships.

Where we rely on legitimate interests, we ensure your rights and freedoms are not overridden.
To Comply With Legal Obligations
We may process personal data to:

• Comply with anti-money laundering legislation;
• Meet tax and accounting requirements;
• Respond to lawful requests from regulators, law enforcement or courts.

With Your Consent
We may process your information for:

• Property alerts;
• Marketing communications;
• Location services within mobile applications;
• Certain cookies and tracking technologies.

You may withdraw consent at any time.

6. Marketing Communications
We may send you information about properties, services, promotions and market updates where:

• You have consented; or
• We are permitted to do so under applicable marketing laws.

You can unsubscribe at any time by:

• Clicking the unsubscribe link in emails;
• Contacting your local branch;
• Emailing us directly.

We will stop marketing communications promptly upon receiving your request.

7. Sharing Your Personal Information
We do not sell your personal data.
We may share information where necessary with:

• Solicitors and conveyancers;
• Mortgage advisers;
• Surveyors;
• Referencing providers;
• Contractors and maintenance providers;
• Property management companies;
• IT providers and software suppliers;
• Identity verification and anti-money laundering providers;
• Professional advisers;
• Regulatory bodies and government authorities where required by law.

All third-party providers are required to process information securely and only for authorised purposes.

8. Automated Decision Making and Profiling
We may use limited profiling to provide property recommendations, alerts and tailored communications.
We do not make solely automated decisions that produce legal or similarly significant effects without appropriate safeguards and your rights being protected.

9. Cookies and Website Technologies
Our website uses cookies and similar technologies to:

• Ensure website functionality;
• Understand website usage;
• Improve user experience;
• Deliver relevant advertising where consent has been provided.

Non-essential cookies will only be placed on your device after obtaining your consent through our cookie management platform.
For further information, please refer to our Cookie Policy.

10. Telephone Calls
Calls to and from our offices may be recorded for:

• Training purposes;
• Quality assurance;
• Complaint handling;
• Fraud prevention;
• Regulatory compliance.

Recordings are retained only for as long as necessary.

11. Data Retention
We retain personal data only for as long as necessary to fulfil the purposes for which it was collected, including:

• Providing our services;
• Meeting legal obligations;
• Resolving disputes;
• Enforcing agreements.

Retention periods vary depending upon the category of data and applicable legal requirements.
When information is no longer required, it will be securely deleted or anonymised.

12. International Transfers
Where personal data is transferred outside the United Kingdom, we will ensure appropriate safeguards are in place, including:

• UK International Data Transfer Agreements (IDTAs);
• UK Addendums to Standard Contractual Clauses;
• Transfers to countries recognised as providing adequate protection.

13. Information Security
We implement appropriate technical and organisational security measures designed to protect personal data from:

• Unauthorised access;
• Loss;
• Misuse;
• Alteration;
• Disclosure.

Access to personal data is restricted to authorised personnel and service providers who have a legitimate business need.

14. Children's Privacy
Our services are not directed at children under the age of 13.
We do not knowingly collect personal data from children without appropriate parental or legal guardian consent.
If we become aware that we have collected such information unintentionally, we will take steps to delete it.

15. Third-Party Websites and Social Media
Our website may contain links to third-party websites, social media platforms and services.
We are not responsible for the privacy practices of those third parties. We recommend reviewing their privacy policies before providing personal information.

16. Changes to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in law, regulation or our business practices.
The latest version will always be available on our website and will indicate the date of the most recent revision.

17. Contact Us
If you have any questions about this Privacy Policy or wish to exercise any of your data protection rights, please contact:
Data Protection Officer
Dowen Estate Agents
Jubilee House
York Road
Hartlepool
TS26 9EN
Email: john.nicholson@dowen.co.uk
Alternatively, you may contact:
Trudie.bowes@dowen.co.uk

18. Complaints
If you are unhappy with how we handle your personal data, please contact us first so that we can attempt to resolve the issue.
You also have the right to lodge a complaint with the Information Commissioner's Office (ICO):
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Website: www.ico.org.uk
Telephone: 0303 123 1113