Privacy policy 

FBM Estate & Letting Agents is committed to protecting and respecting your privacy.

This Privacy Notice, together with any applicable disclaimers, sets out the basis on which we collect, use and process any personal data relating to you (“Data”). It applies to Data you provide to us directly, Data provided to us by others, or Data we collect through any form of engagement with you. Please read this Notice carefully to understand how we use and safeguard your personal information. This Notice applies only to living individuals in relation to their own personal data.

FBM Estate & Letting Agents is a well-established and respected estate agency that has been selling property throughout Pembrokeshire for over 180 years. Originally based in Tenby, we have since grown into a four-office practice with branches in Tenby, Haverfordwest, Milford Haven, and Pembroke, supported by our dedicated Rental Department covering the whole county. While our ethos remains rooted in our founding principles — honesty, reliability and trust — we have also embraced innovation and modern technology to deliver a progressive, multi-office service. Our focus remains constant: providing exceptional service and consistently exceeding our clients’ expectations.

This Privacy Notice explains how we collect, use, store and protect your personal data when you engage with us. It also outlines your rights under the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).

1. Who We Are

FBM Estate & Letting Agents is the trading name of Haverfordwest Estates Limited (Company No. 3312364), registered at: 6 Picton Place, Haverfordwest, Pembrokeshire, SA61 2LX.

We are the Data Controller responsible for your personal data. ICO Registration Number: 2563829X. For data-protection queries, contact: headoffice@fbm.co.uk 01437 762233 2.

2.What Information We Collect & Where It Comes From

“Personal data” means information that identifies you as an individual.

We collect data when you:

• Contact us by phone, email, website or in person
• Register with us for sales or lettings
• Buy, sell, let or rent a property through us
• Sign up for newsletters
• Take part in surveys or promotional events
• Provide information for legal/compliance checks (AML, ID verification, proof of funds, proof of ownership, etc.)

Data We May Collect

• Name and marital status
• Postal address
• Email addresses
• Landline and mobile numbers
• Details relating to property transactions and services
• Information needed for legal compliance (ID, proof of funds, ownership documentation, etc.)
• We may also obtain personal information that you post on social media, such as Facebook, LinkedIn, Twitter, etc. If we do this it will be in line with a social media policy.
• The services are not directed to children under the age of 13 years and we request that such individuals do not provide personal data to us. We do NOT collect any data from children and if we discover that we inadvertently have such data we will immediately delete it.

3. How & Why We Use Your Information

We process your data:

To fulfil contracts and provide services

• Facilitating property sales, lettings and management
• Arranging viewings
• Communicating with you about your property or enquiry
• Meeting statutory obligations (AML, financial compliance, etc.)

For our legitimate business interests
• Confirming identity and requirements
• Improving our website using cookies
• Internal administration and operational efficiency

To comply with legal obligations
• Prevention of money laundering or fraud
• Revenue/tax requirements
• Regulatory compliance including The Property Ombudsman

We will always ensure our interests do not override your rights.

4. Sharing Your Information

We do not sell or rent your data. We only share information with:
• Internal FBM teams for operational purposes
• Property portals
• IT service providers
• CCTV and security partners
• Logistics and document-handling providers
• Professional advisors

We may also share your data if required by law or:
• To protect the rights, property or safety of FBM
• In connection with business transfers, mergers or acquisitions

FBM Estate & Letting Agents may share your personal data with trusted third-party providers, advisors, or transactional partners where required to deliver our services or to support a potential or actual business merger, acquisition or asset transfer. These parties must follow strict confidentiality and data-protection requirements and may only use your information to perform work on our behalf. We may record and monitor calls for training, quality, compliance, and record-keeping purposes. Calls may be securely processed by our trusted technology partner, Prospector Pro, to help us improve customer service and manage our records effectively.

We may also disclose your data where required by law or where we believe it necessary to: (a) comply with legal obligations; (b) protect the rights or property of FBM and our staff; or (c) safeguard the personal safety of our staff, service users or the public.

5. Is my information sent outside the UK or EEA?

FBM does not intentionally transfer your personal data outside the UK. However, some of our trusted third-party service providers may store or process data on secure servers located outside the UK. Where this occurs, we ensure that appropriate UK GDPR safeguards are in place to protect your information.

6. What is the legal basis for processing my information?

We process your personal data in accordance with the Data Protection Act 2018 and the UK GDPR.

The lawful bases we rely on include:
• Consent – for example, where you agree to receive marketing communications.
• Contract – where processing is necessary to deliver our services or fulfil an agreement with you.
• Legal obligation – such as complying with anti-money-laundering, financial reporting or other regulatory requirements.
• Vital interests – where processing is required to protect someone’s safety in an emergency.
• Legitimate interests – where processing is necessary for the legitimate interests of FBM or a third party, provided these are not overridden by your rights and freedoms. Some limited marketing activity may fall under this basis, but never to children.

In addition, the Data Protection Act 2018 allows us to process or share personal data for specific statutory purposes, including equality monitoring, preventing unlawful acts, anti-money-laundering and counter-terrorism obligations, insurance, and support for individuals with particular needs.

Where special category data is involved (such as health information, ethnicity, religious beliefs, biometric data or sexual orientation), we will only process such information where it has been made public by you, or where the processing is necessary for legal claims, for health or social care carried out under professional confidentiality, or for archiving, research or statistical purposes in the public interest and subject to appropriate safeguards.

7. What are my rights and how do I exercise them?

You have several rights in relation to the personal data we hold about you. To exercise any of these rights, please request our Data Subject Rights Policy and Forms by emailing headoffice@fbm.co.uk

Your rights include:
• Access – to request a copy of the personal data we hold about you.
• Rectification – to ask us to correct inaccurate or incomplete information.
• Erasure – to request deletion of your data in certain circumstances.
• Restriction – to ask us to limit how we use your data in specific situations.
• Object – to object to processing based on legitimate interests, direct marketing or statistical purposes.
• Data portability – to receive your data in a machine-readable format where processing is based on consent, contract, and carried out by automated means.
• Complaint – you can complain to the Information Commissioner’s Office (ICO) if you believe your rights have been breached. We ask that you contact us first so we may try to resolve the matter. Information Commissioner’s Office (ICO) – ICO.org.uk

8. Can I stop receiving communications from you?

Yes! If you no longer wish to receive communications in a particular format (e.g. text messages), please let us know and we will update your preferences. Service-related communications may still be required as part of our ongoing relationship with you.

Marketing

You can opt out of marketing emails at any time by using the unsubscribe link in our messages or by contacting headoffice@fbm.co.uk

You may also write or call us at: FBM, 6 Picton Place, Haverfordwest, Pembrokeshire, SA61 2LX 01437 762233

9. Is my information secure?

Yes. FBM Estate & Letting Agents takes the security of your personal data very seriously. We use a combination of technical and organisational measures to protect your information from unauthorised access, use or disclosure.

Your data is stored on secure servers with controlled access permissions, and documents held in physical form are kept in locked storage.When personal data is transmitted online, it is protected using encryption technologies such as SSL. Electronic files are protected through permissions-based access controls, and all servers are backed up daily to a secure backup system

10. How Long We Keep Your Information

Data is retained for the duration required to fulfil:
• Legal obligations
• Contractual obligations
• Legitimate business purposes

We retain your information only for as long as necessary for the purposes for which it was collected.

11. How do I contact the Information Commissioner’s Office?

You have the right to complain to the Information Commissioner’s Office if you feel that we are in breach of any of your rights. We would ask that you contact us first at headoffice@fbm.co.uk Tel: 01437 762233 to enable us to try to deal with the matter to your satisfaction.

Cheshire (Head office)
Wycliffe House SK9 5AF
Wilmslow

Wales
2nd Floor, Churchill House
Churchill Way Cardiff
CF10 2HH