1. Harrods Estates commitment to your Privacy

Harrods Estates respects your privacy and your desire to understand how your information will be handled and used. This policy explains how we collect, use and store your information. Using your information in a way that you are comfortable with and keeping your information secure is an integral part of the luxury service we aim to provide. Harrods Estates will ensure that all information protection and customer legislation standards are met when handling any of your personal information.

References in this Privacy Policy to “we”, “us”, “our” and “Harrods Estates” are to Harrods Estates Limited (company number 00835993), registered office 87-135 Brompton Road, Knightsbridge, London SW1X 7XL. Harrods Estates Limited is a registered information controller with registration number Z6853617.

2. What types of personal information do we collect?

You provide us with your information directly when you engage with our property services (sales, lettings or property management), sign up to our newsletter, register for an account, attend an event or participate in a promotion.

The types of personal information that we collect depends on how you choose to interact with us and can include the following:

- Name

- Email address

- Postal address

- Home address

- Username and password

- Telephone and/or fax number

- Date of birth

- Demographic information

- Payment information (such as a credit card) and bank account details

- References from Landlords and previous employers

- Communication preferences

- Interactions with us such as contacting our team

If a transaction requires a payment by card, we need to collect your payment information to process card payments. We will also need to ask for additional information from you, for example to prevent fraudulent transactions and to comply with anti-money laundering obligations. We may use third party service providers such as referencing agencies, solicitors, other estate agents, mortgage brokers, surveyors and developers for the provisions of services to you.

Our website and emails may contain cookies and pixel tags that collect your information to enhance and/or personalise your experience. To find out more about our use of cookies and similar technologies (including pixel tags), please click here.

Due to the exclusive nature of our business we may also obtain information about you from other sources, including information collected with your consent from publicly available sources, such as the Land Registry, social media platforms or referral agents. Examples of information we may collect from other sources are:

- Name

- Postal address

- Email address

- Date of birth

- Income level

- Publicly observed activities or information made available by you to the public, such as blogs, videos, internet postings and user generated content.

3. How do we use your personal information?

The information we have collected is typically used to assist in finding a suitable property for you as a prospective tenant and to manage our relationship with you as a resident.

The following are examples of how we may use the information we collect:

- Answer your questions or respond to your requests

- Conduct pre-tenancy referencing, financial, identity and other legal checks

- Develop new services

- Enrol you in programs or offers that you request

- Create and manage your account

- Process payment for purchases or other services

- Protect against or identify possible fraudulent transactions

- Telephone you or send you email and/or postal messages with information about Harrods

- Advertise Estates products and other content we believe to be of interest to you

- Develop and provide marketing tailored to your interests

- Allow you to participate in social sharing on our websites.

3. Do we share your personal information with third parties or service providers?

We may share your personal information with trusted third parties and service providers in the course of delivering services to you. This includes using Homeppl who conduct screening and reference checks on our behalf. For information on how Homeppl handle your personal information, please visit their privacy policy. Please note only relevant personal information will only be shared where necessary for the purposes described in this Policy.

We do not sell customer information and will not share your information with any third parties for the purposes of marketing their goods and services to you without your consent.

Examples of the third parties and service providers we may use:

- Anti-money laundering and referencing screening companies

- Advertising networks (including social media)

- Credit reference agencies

- Customer relationship management companies

- Debt collection agencies (if debts are owed)

- Law enforcement agencies including the police, HMRC and local Council

- Legal representatives, solicitors and auditors

- Tenancy deposit protection and administration companies

- Utility providers

4. CCTV

For your safety, and the prevention and detection of crime, CCTV is in operation during your visit to any of our offices. Please note: if law enforcement, any other regulatory or government authority investigating suspected illegal activities requests CCTV footage which includes images of you or any other personal information relating to you, we are obliged to comply.

5. Email Alerts

If you have registered for an account, you can sign up to receive specific email alerts on properties of interest. You can opt out of receiving an email alert at any time by visiting the “Email Alerts” section in your account. Alternatively, you can also unsubscribe from individual email alerts via the “unsubscribe” action displayed at the bottom of every communication.

Please note, email alerts are managed separately to your email marketing communications. If you wish to unsubscribe from email marketing communications, you can do this anytime by selecting the “unsubscribe” action displayed at the bottom of every marketing communication or by opting out marketing communications via the “Marketing Preferences” section on your account. If you require further support, please contact 020 7225 6506 or email enquiries@harrodsestates.com.

6. Managing your Marketing Preferences

At any point that you interact with us, you may be given the opportunity to opt in to receive Harrods marketing communications. We will only send you marketing communications when you have consented to receive them, using your preferred channels of communication.

To ensure that you are happy to continue to receive marketing communications, we will periodically notify you of your right to manage your marketing preferences (or ask you to re-subscribe) depending on the type or level of interactions and engagement that you have with Harrods:

- If you have not updated your marketing preferences in the two years since we last obtained your consent (or been notified of your right to manage your marketing preferences), but have made purchased one or more of our services during that two year period, we will send you a reminder of your right to opt-out of marketing communications. If you do not opt-out, we will continue to communicate with you in the same way until you indicate otherwise or until your account is deleted.

- If you have not updated your marketing preferences, made a purchase or attended an event in the two years since we last obtained consent and if you have not engaged with our marketing emails in the 6 months prior to that two year period expiring we will ask you to re-subscribe to continue to receive marketing communications from us. If you do not re-subscribe, we will stop sending you marketing communications.

If you have opted in to receive marketing communications from us you can manage your preferences by either coming into one of our offices, emailing enquiries@harrodsestates.com (quoting “Data Protection Enquiry”), by phone on 020 7225 6506 (UK) or +44 (0)20 7225 6506 or by clicking on the unsubscribe link in the footer of any marketing emails that you receive from us.

It can take up to four weeks for your preferences to be registered on our system, so you may still receive communications from us during this period.

Please note that when you visit one of Harrods Estates brand partners in the Harrods store, at a third party location or participate in a branded promotion or event, our brand partners may also ask if you want to sign up to receive marketing communications directly from them about their events, products or services. If you provide your personal details to any of our brand partners, the use of that information will be governed by their privacy policy and cannot be managed through Harrods Estates. Please ask the relevant brand representative for details about their privacy policy and how you can manage your marketing communications preferences with them.

7. Using Harrods Estates Website

When you visit and navigate our website, we may collect information about your device to help drive innovation and improve user experience. Information can be collected through your IP address or through cookies placed on your device. Some cookies are needed for the proper functioning of the website. Cookies are used for purposes including the storage of items in your shopping bag; the recognition (anonymous) that you are signed in; and the determination of your currency, dependent on preferred delivery location.

Other cookies are used for analytic purposes which help us understand how and when you first visited our site, the frequency of your visits and the duration of time spent on our site. We also use cookies to track your journey around the site and may share this with our brand partners where applicable. Analytical cookies also determine when we should surface our email marketing invite pop-up to you. This technology allows us to remember you, so if you have previously visited the site, we are able to recognise you as a returning visitor.

Finally, some cookies are used to provide you with personalised advertisements when you visit other selected websites, following your visit to harrods.com. These advertisements will be in the form of ‘banner advertising’ and will show you products that we believe you will be interested in, based on your browsing history on our website. For more information about how Harrods uses cookies, please refer to our Cookie Policy /cookies.

8. Harrods Group Companies

The Harrods Group includes Harrods Ltd, Harrods Estates Ltd and Harrods Aviation Ltd. Please note that where you have a Harrods Rewards account we may share information that you provide to us with these group companies. Please visit the Harrods Ltd and Harrods Aviation website for details of their separate privacy policies.

9. How can you manage the information we hold about you?

We are committed to ensuring that you remain in control of your personal information and that you are aware of your rights in relation to it. The easiest way to contact us about your personal information is to email: enquiries@harrodsestates.com where a member of our team will respond to your request.

To contact the Data Protection Officer, please email: data.protection@harrods.com

You are entitled to make a request about your personal information covering the following:

o Access to your personal information (subject access request). You can ask to see a copy of the personal information that we hold about you. Please note: we may need to exclude certain information from your request for the protection of other individuals’ privacy, or because we are permitted to exclude information for legal or other reasons justified under the Data Protection Act 2018.

o Deletion of your personal information

o Amendment of inaccurate or incomplete information that we hold about you

o Restriction of how we are using your personal information

o Transfer of your electronically held personal information to another organisation or directly to you (the right of portability)

o To ask us to stop using your personal information at any time

o You have the right not to be subject to a decision when it is based on automatic processing, including profiling, which results in a serious negative impact to you

Where we have relied on your consent to use your personal information, you can withdraw consent at any time.

If you are unhappy with how we use your personal information you have the right to lodge a complaint to the Information Commissioner’s Office (www.ico.org.uk).

9. How do we keep your information secure?

The security of your personal information is of utmost importance to us. We use appropriate security measures to protect it against any loss, destruction or unauthorised use. We also work with trusted third parties to help us deliver an excellent service to you. We require all third parties that interact with Harrods’ information or customer data to undergo an information-security due diligence assessment. This is to ensure that information is only shared with third parties who have appropriate security measures in place.

Our website uses software to provide high-level encryption technology although, unfortunately sending personal data over the internet is not secure and as such, we cannot be held responsible for it. We strongly encourage you to never share any sensitive information, such as passwords or credit card information via email, phone call or messaging services e.g.: SMS, WhatsApp.

In creating a password to access certain parts of our website, you are responsible for keeping it secure and confidential. Please do not share a password with anyone.

10. How long will Harrods Estates keep my information?

Harrods Estates is committed to keeping your personal information only for so long as is necessary or where we have statutory or regulatory obligations to retain personal information for a longer period, or where we may need to retain the information in case of a legal claim. Where Harrods Estates no longer requires information to be in a format where you can be personally identifies, for example where we keep information for analytical and research purposes or transactional information, we will remove any personal details about you.

For Vendors, Landlords and Tenants we will retain your information for seven years from the termination of our business relationship. The business relationship will commence when contracts are signed (Terms of Business and/or Tenancy Agreements) and will terminate once the final transaction has been completed. For Sales and Lettings Applicants if you do not find a property with Harrods Estates we will retain your details for three years after our last contact with you unless you have specifically told us you are no longer looking in which case we will delete them sooner.

If you have signed up to receive Harrods Estates marketing communications, then Harrods Estates will only retain your information for as long as we have your consent to send you marketing. (See marketing Promotions above)

11. Contacting us

When you contact Harrods Estates through any channel (including by phone, post, email or social media), we will collect information about you in order to respond to your query, request or feedback. Please note if you contact Harrods Estates by phone your call may be recorded for quality, training and security purposes. Additionally, calls may be monitored to allow Harrods Estates to collect information for security and regulatory purposes.

12. How will I know if this Privacy Policy changes?

Should we specifically change the way in which we use your personal information or if we need to notify you about a change to the information that we hold about you, we will specifically contact you.

Any future changes to our Privacy Policy will be updated online at Harrodsestates.com with the last date of update displayed below. We encourage you to periodically check this site to learn about the information that we collect use and share.

The Harrods Estates Privacy Policy was last updated on March 2024.