Privacy and Security Policy

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.

Internet Security of Email Correspondence

The website also invites you to contact Harrods Estates via email, through the "Contact Us" pages. Email correspondence is free format text and cannot be encrypted, therefore it is not a secure means of communication. Please do not send sensitive information, such as credit card information, through email.

Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot absolutely guarantee the security of your information provided over the internet and will not be responsible for this.

How Do We Keep Your Information up to Date?

We endeavour to keep all information we hold as accurate as possible and up to date. Please write to us at Harrods Estates Limited, 82 Brompton Road, Knightsbridge, London SW3 1ER, or email us on enquiries@harrodsestates.com to notify us of any changes to the information you have previously given to us, or if you are aware of any inaccuracy in the information we hold about you.

Who at Harrods Can See Your Information?

Information submitted to us is available to Harrods Estates employees managing and using this information, but otherwise is kept confidential from other members of our staff.

Do We Share Your Information with Others?

We may need to pass your information on to others solely to enable us to provide you with the services you have requested from us or otherwise in connection with our relationship with you. If you permit us to do so by indicating at the time you register your details with us we may also occasionally pass your details to other companies in the Harrods Group, as well as business associates or other carefully selected organisations to enable you to receive details of offers and events that may be of interest to you.

What Do We Do with Your Information?

We use your information to enable us to provide you with the services you have requested from us or otherwise in connection with your relationship with us. We may also use the information you provide to us to improve the content and appearance of our website or catalogues. With a view to understanding our customers better, and where you have indicated that you would like us to, we will retain the information you provide us about yourself and details of any services which we have provided to you, to enable us to offer future services that are likely to interest you.

How Can You Stop Receiving Marketing Communications from Us?

If you wish to cease receiving marketing or market research communications from us or would like us to cease processing your information in any other way you can write to us at Harrods Estates Limited, 82 Brompton Road, Knightsbridge, London SW3 1ER or email us on enquiries@harrodsestates.com indicating this.

Telephone Calls with Us

As is the case with many large and high profile organisations, communications with Harrods Estates by telephone may be recorded for the purposes of monitoring our customer service standards and for security.

Data Protection Legislation

We comply with the Data Protection Act 1998 in respect of any information we hold.

The Website

We may change the Harrods Estates website and correct or update information at any time without notice. We do not guarantee and are not responsible for the accuracy of any information provided on the website. We do not represent or warrant that the material contained in the website, any of the functions of the website and the server will operate without interruption or delay or will be error-free, free from defects, viruses or bugs or compatible with any other software or material. Accessing the website is entirely at your own risk. You must not transmit through or to our website any defamatory, threatening, obscene, distressing, harmful or pornographic material or material which may infringe upon the rights of others (including intellectual property rights, rights of confidentiality or rights of privacy) or which does not comply with all relevant laws.

Liability and Indemnity

We do not exclude or limit our liability or the liability of any other person for death or personal injury resulting from our or their negligence or for fraudulent misrepresentation. Except as set out above neither we nor any of our agents, affiliates, directors, employees or other representatives will be liable in contract, tort, negligence or otherwise for any loss or damage whatsoever in any way connected with your use of the website. We shall not be liable for any indirect, or consequential loss of whatever nature, including damage to software or hardware, loss of data, damage for loss of business, loss of profits, or any other indirect or consequential loss arising out of or in connection with your use of the website. You agree to indemnify us and our agents and officers, directors and employees, immediately on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of these Terms and Conditions by you. We may terminate your use of the website immediately if we consider that you have breached these Terms and Conditions.

Jurisdiction

The website is controlled and operated in the UK. These Terms and Conditions are governed by English law and you agree to submit to the exclusive jurisdiction of the English courts in relation to all matters connected with or arising out of the website.

General

We may change these Terms and Conditions at any time. If any of these terms and conditions are invalid or unenforceable, the remainder of these terms and conditions shall continue to have full force and effect.

Consumer Protection from Unfair Trading Regulations 2008

This website and the descriptions and measurements herein do not constitute representation and whilst every effort has been made to ensure their accuracy this cannot be guaranteed. Our trained staff comply with the Consumer Protection from Unfair Trading Regulations 2008.

Client Money Protection

We belong to the government- authorised Client Money Protection Scheme (CMP) operated by ARLA PropertyMark and our registration number is: C0014853 - please click on the link to view our CMP certificate. Other documentation is available to view here.

Client Money Handling Procedure

Under Propertymark regulations, Harrods Estates are required to display their Client Money Handling Procedures. Please find details here.

Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible and send it to enquiries@harrodsestates.com. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
If, at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

Sole Agency Terms and Conditions

Please find here.