Privacy Policy

This website is operated by Faster Property Solutions-UK Ltd, trading as Faster Property Solutions (FPS). We are a property solutions company based in the United Kingdom, helping homeowners across England and Wales since 1998.

We are registered with The Property Ombudsman and the Information Commissioner's Office (ICO). We take your privacy seriously and are committed to protecting your personal data in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data controller: Faster Property Solutions-UK Ltd

Contact: help@fasterpropertysolutions.co.uk

Phone: 0800 324 7949

We collect different types of information depending on how you interact with us.

Information you give us directly

When you fill in a contact form, request a callback, or get in touch by phone or email, we may collect your name, email address, phone number, property address, and any details you share about your situation. You are never required to share more than you are comfortable with.

Information collected automatically

When you visit our website, we may automatically collect technical information including your IP address, browser type, device type, operating system, pages visited, time spent on pages, and referring website. This data is collected through cookies and similar technologies.

Information from third parties

In some cases, we may receive information about you from third parties such as solicitors, estate agents, or lenders you have instructed, where this is necessary to deliver our services to you.

We use your personal data to:

• Respond to your enquiry and provide the help you have asked for
• Assess your situation and recommend suitable property solutions
• Communicate with you about your case, including updates and next steps
• Instruct solicitors, valuers, or other professionals on your behalf
• Comply with legal and regulatory obligations, including those of The Property Ombudsman
• Improve our website, services, and the experience we offer
• Send you information about our services by email, SMS, or WhatsApp, but only where you have given consent to that specific channel. You can withdraw consent at any time by replying STOP to a message, clicking unsubscribe in an email, or emailing us directly.

We will never sell your personal data to anyone. That is a promise.

Under UK GDPR, we must have a lawful basis for processing your personal data. The bases we rely on are:

Consent

Where you have given us clear permission to process your data for a specific purpose, for example by submitting a contact form or opting in to receive updates.

Contract

Where processing is necessary to fulfil an agreement we have with you, or to take steps at your request before entering into an agreement.

Legitimate interests

Where processing is necessary for our legitimate business interests, provided those interests are not overridden by your rights. This includes improving our services, responding to enquiries, and running our business effectively.

Legal obligation

Where we need to process your data to comply with a legal requirement, such as record-keeping obligations or responding to a lawful request from a regulatory body.

We may share your personal data with the following types of organisations, but only where it is necessary to deliver our services to you or where we are legally required to do so:

• Solicitors and conveyancers instructed to act on a property transaction
• Valuers and surveyors who assess your property
• Lenders and mortgage providers where relevant to resolving your situation
• Regulatory bodies such as The Property Ombudsman, the ICO, or Companies House
• IT and hosting providers who help us run our website and systems securely

Our technology providers

• Less Annoying CRM (United States): the CRM system we use to manage enquiries and client relationships.
• Convex (United States): the database platform that stores enquiry records and website content.
• Resend (United States): the email delivery service we use to send notifications to our team.
• Tawk.to (United States): the live chat widget on our website, used only if you choose to open a chat conversation.
• Vimeo (United States): video hosting for embedded content on the site.
• Moneypenny (United Kingdom): our out-of-hours call-answering partner, who may take enquiries by phone and pass them to us.

Each is bound by a Data Processing Agreement and is only permitted to process data as instructed by us.

We require all third parties to respect the security of your data and to treat it in accordance with the law. We never allow third parties to use your personal data for their own marketing purposes.

We only keep your personal data for as long as we need it. How long that is depends on the type of data and why we collected it.

• Enquiry data (name, email, phone, message) is kept for up to 12 months after your last interaction with us, unless we are working on an active case
• Case records relating to property transactions are kept for 6 years after completion, in line with legal and regulatory requirements
• Anti-money laundering (AML) and Know Your Customer (KYC) records are kept for 5 years after our business relationship ends, as required by the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017
• Marketing preferences are retained until you withdraw consent or opt out
• Website analytics data is retained in anonymised form and cannot be traced back to you

When we no longer need your data, we securely delete or anonymise it.

Some of the service providers we use to run our website and manage enquiries are based in the United States. This means your personal data may be transferred, stored, and processed outside the United Kingdom. When this happens, we make sure appropriate safeguards are in place.

For transfers to the United States, we rely on one of the following:

• The UK Extension to the EU-US Data Privacy Framework, where the recipient is certified
• Standard Contractual Clauses (SCCs) approved by the UK Information Commissioner's Office, together with the International Data Transfer Addendum (IDTA)

The providers involved are listed in the "Who we share your data with" section. You can ask us for more detail about the specific safeguards in place by emailing us.

You have a number of rights when it comes to your personal data. You can exercise any of these at any time by contacting us.

• Right of access: you can ask us for a copy of the personal data we hold about you
• Right to rectification: you can ask us to correct any data that is inaccurate or incomplete
• Right to erasure: you can ask us to delete your personal data where there is no compelling reason for us to keep it
• Right to restrict processing: you can ask us to limit how we use your data in certain circumstances
• Right to data portability: you can ask us to provide your data in a structured, commonly used format so you can transfer it to another provider
• Right to object: you can object to us processing your data where we are relying on legitimate interests
• Right to withdraw consent: where we are processing your data based on your consent, you can withdraw that consent at any time

We will respond to any request within one month. There is no fee for making a request in most circumstances.

Our website uses cookies, which are small text files placed on your device when you visit. They help us understand how you use our site and improve your experience.

Essential cookies

These are necessary for the website to function properly. They enable basic features like page navigation and access to secure areas. The website cannot work without them.

Analytics cookies

These help us understand how visitors use our website by collecting information anonymously. We use this data to improve our site and the services we offer.

Managing cookies

When you first visit the site, a cookie banner asks you to choose which categories you want to allow. Strictly necessary cookies are always on. You can change your choices at any time using the "Cookie preferences" link in the footer.

You can also control and delete cookies through your browser settings. Most browsers allow you to refuse cookies or alert you when one is being set. Please be aware that disabling certain cookies may affect the functionality of our website.

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, destruction, or alteration. This includes using encrypted connections (SSL/TLS), secure hosting, and limiting access to personal data to those employees and contractors who need it to do their jobs.

While no method of transmission over the internet is completely secure, we work hard to protect your information and regularly review our security practices.

For any question relating to how we handle your personal data, or to exercise your rights under UK GDPR, please contact our Data Protection contact:

• Email: GDPR@fasterpropertysolutions.co.uk
• General enquiries: help@fasterpropertysolutions.co.uk
• Phone: 0800 324 7949
• Post: Faster Property Solutions-UK Ltd, 590 Green Lane, Ilford, Essex IG3 9LW

You can download Subject Access Request and Data Deletion forms by emailing the Data Protection contact above. We will respond to any request within one month.

Our services are not directed at individuals under the age of 18. We do not knowingly collect personal data from children. If you believe we have inadvertently collected data from a child, please contact us and we will delete it promptly.

Our website may contain links to other websites that are not operated by us. If you follow a link to a third-party site, we encourage you to read their privacy policy. We have no control over, and accept no responsibility for, the content or privacy practices of third-party websites.

We may update this privacy policy from time to time to reflect changes in how we operate or to comply with legal requirements. Any changes will be posted on this page with an updated date. We encourage you to review this policy periodically.

If you have any questions about this privacy policy, or if you would like to exercise any of your rights, please get in touch:

• Email: help@fasterpropertysolutions.co.uk
• Phone: 0800 324 7949
• Company: Faster Property Solutions-UK Ltd

If you are not satisfied with how we handle your data or your request, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

• Website: ico.org.uk/make-a-complaint
• Helpline: 0303 123 1113
• Address:Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We would always appreciate the chance to address your concerns directly before you contact the ICO, so please reach out to us first.