Privacy, Cookies & Terms of Use

Our Terms

It's important to us

Your Privacy

Whatley Lane Estate Agents and its London office affiliate, FW Gapp, offers a comprehensive range of property services to its landlord, investor, developer, tenant, seller and buyer clients, at every stage of the entire property lifecycle: property development, transaction, consulting, valuation, property management and investment management.


The protection of your personal data is important to Whatley Lane Estate Agents, which has adopted strong principles in that respect in its Privacy Policy.

This Data Protection Notice provides you with detailed information relating to the protection of your personal data by Whatley Lane Estate Agents.

Whatley Lane Estate Agents is the trading name of two related companies: (i) Whatley Lane BSE Limited (company number 08960143), and (ii) Whatley Lane Estate Agents Limited (company number 07163743) having their respective offices registered at Eldo House, Kempson Way, Bury Saint Edmunds IP32 7AR and are responsible, as a controller, for collecting and processing your personal data in relation to our activities. The purpose of this Data Protection Notice is to let you know which personal data we collect about you, the reasons why we use and share such data, how long we keep it, what your rights are and how you can exercise them.

Further information may be provided where necessary when you apply for a specific product or service.


    We collect and use your personal data to the extent necessary in the framework of our activities and to achieve a high standard of personalised products and services.

Depending among others on the type of product or service we provide to you, we may collect various types of personal data about you, including:

  • identification information (e.g. name, ID card and passport numbers, nationality, place and date of birth, gender, photograph, IP address);
  • contact information (e.g. postal address and e-mail address, phone number);
  • family situation (e.g. marital status, number of children);
  • economic, financial and tax information (e.g. tax ID, tax status, income and other revenues, value of your assets);
  • education and employment information (e.g. level of education, employment, employer’s name, remuneration);
  • banking, financial and transactional data (e.g. bank account details, money transfers, assets, credit history, debts and expenses);
  • data relating to your habits and preferences :
  • data which relate to your use of our products and services in relation with banking, financial, transactional data and any other property data;
  • data from your interactions with us (e.g. our internet websites, our social media pages, meeting, call, chat, email, interview, phone conversation, correspondence, requests for information or documents, method of commercialisation);
  • geolocation data (e.g. for security reasons, or to identify the location of the nearest branch or service suppliers for you);
  • connection and tracking data (e.g. audit trail, timestamping, cookies, connection to online service)
  • data necessary to fight against over indebtedness, fraud, money laundering and terrorist financing.

We never ask for personal data related to your racial or ethnic origins, political opinions, religious or philosophical beliefs, trade union membership, genetic data or data concerning your sex orientation, unless it is required through a legal obligation.

The data we use about you may either be directly provided by you or be obtained from the following sources in order to verify or enrich our databases:

  • publications/databases made available by official authorities (e.g. the Land Registry);
  • our corporate clients or service providers;
  • third parties such as credit reference agencies and fraud prevention agencies or data brokers in conformity with the data protection legislation (e.g. Homelet);
  • websites/social media pages containing information made public by you (e.g. your own website or social media); and
  • databases made publicly available by third parties (e.g. portals such as Rightmove and OnTheMarket).

    In certain circumstances, we may collect and use personal data of individuals with whom we have, could have, or used to have a direct relationship such as:
  • Prospects

For some reasons, we may also collect information about you whereas you have no direct relationship with us.

This may happen for instance when your employer provides us with information about you or your contact details are provided by one of our clients if you are for example:

  • Family members;
  • Co-borrowers / guarantors;
  • Legal representatives (power of attorney);
  • Beneficiaries of payment transactions made by our clients;
  • Beneficiaries of insurance policies and trusts;
  • Landlords;
  • Ultimate beneficial owners;
  • Clients’ debtors (e.g. in case of bankruptcy);
  • Company shareholders;
  • Representatives of a legal entity (which may be a client or a vendor);
  • Staff of service provider and commercial partners.

    a. To comply with our legal and regulatory obligations
b. To perform a contract with you or to take steps at your request before entering into a contract We use your personal data to enter into and perform our contracts, including to:
  • provide you with information regarding our products and services;
  • assist you and answer your requests;
  • evaluate if we can offer you a product or service and under which conditions.
c. To fulfil our legitimate interest We use your personal data in order to deploy and develop our products or services, to improve our risk management and to defend our legal rights, including: proof of transactions; fraud prevention; IT management, including infrastructure management (e.g. shared platforms) & business continuity and IT security; training of our personnel by recording phone calls to our offices; personalising our offering to you through: improving the quality of our products or services; advertising products or services that match with your situation and profile which we achieve.

This can be achieved by:

  • segmenting our prospects and clients;
  • analysing your habits and preferences in the various channels (emails or messages, visits to our website, etc.);
  • sharing your data with other Whatley Lane offices including our London affiliate FW Gapp, notably if you are – or are to become – a client of that other entity;
  • matching the products or services that you already hold or use with other data we hold about you; and
  • monitoring transactions to identify those which deviate from the normal routine.


Your data may be aggregated into anonymised statistics that may be offered to professional clients to assist them in developing their business. In this case your personal data will never be disclosed and those receiving these anonymised statistics will be unable to ascertain your identity.

d. To respect your choice if we requested your consent for a specific processing

In some cases, we must require your consent to process your data, for example:

  • where the above purposes lead to automated decision-making, which produces legal effects or which significantly affects you. At that point, we will inform you separately about the logic involved, as well as the significance and the envisaged consequences of such processing;
  • if we need to carry out further processing for purposes other than those above in section 3, we will inform you and, where necessary, obtain your consent.

    In order to fulfil the aforementioned purposes, we only disclose your personal data to:
  • Whatley Lane offices and our London office affiliate FW Gapp;
  • Service providers which perform services on our behalf;
  • Independent agents, intermediaries or brokers, banking and commercial partners, with which we have regular relationship;
  • Financial or judicial authorities, arbitrators and mediators, state agencies or public bodies, upon request and to the extent permitted by law;
  • Certain regulated professionals such as lawyers, notaries or auditors.



    In case of international transfers originating from the European Economic Area (EEA), where the European Commission has recognised a non-EEA country as providing an adequate level of data protection, your personal data may be transferred on this basis.

For transfers to non-EEA countries whose level of protection has not been recognised by the European Commission, we will either rely on a derogation applicable to the specific situation (e.g. if the transfer is necessary to perform our contract with you such as when making an international payment) or implement one of the following safeguards to ensure the protection of your personal data:

  • Standard contractual clauses approved by the European Commission;
  • Binding corporate rules.

To obtain a copy of these safeguards or details on where they are available, you can send a written request as set out in Section 9.


We will retain your personal data for the longer of the period required in order to comply with applicable laws and regulations or another period with regard to our operational requirements, such as proper account maintenance, facilitating client relationship management, and responding to legal claims or regulatory requests. To determine the appropriate retention period for personal data we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised user disclosure of your personal data, the purposes of which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.


    In accordance with applicable regulations, you have the following rights:
  • To access: you can obtain information relating to the processing of your personal data, and a copy of such personal data.
  • To rectify: where you consider that your personal data are inaccurate or incomplete, you can require that such personal data be modified accordingly.
  • To erase: you can require the deletion of your personal data, to the extent permitted by law.
  • To restrict: you can request the restriction of the processing of your personal data.
  • To object: you can object to the processing of your personal data, on grounds relating to your particular situation. You have the absolute right to object to the processing of your personal data for direct marketing purposes, which includes profiling related to such direct marketing.
  • To withdraw your consent: where you have given your consent for the processing of your personal data, you have the right to withdraw your consent at any time.
  • To data portability: where legally applicable, you have the right to have the personal data you have provided to us be returned to you or, where technically feasible, transferred to a third party.

If you wish to exercise the rights listed above, please send a request to or a letter to the following address: 1 Churchgate Street, Bury St. Edmunds, Suffolk, IP33 1RL. Please include a scan/copy of your identity card for identification purpose.

In accordance with applicable regulation, in addition to your rights above, you are also entitled to lodge a complaint with the competent supervisory authority.


In a world of constant technological changes, we may need to regularly update this Data Protection Notice.

We invite you to review the latest version of this notice online and we will inform you of any material changes through our website or through our other usual communication channels.


If you have any questions relating to our use of your personal data under this Data Protection Notice, please contact our data protection officer, who will investigate your query.

If you wish to learn more about Cookies, please read our By continuing to use this site you agree to us providing to you the information you have requested and confirm that you have read and agree to the use of your information as set out in our privacy policy below.

You're in safe hands


Know How

Whatley Lane Estate Agents is committed to delivering the best possible service to you and we wish to maintain the confidence that you place in us. We would like to provide you with clear information about how we use cookies and other similar technology on our websites. The word “computers”, when used in this policy, refers to computers, smartphones, tablets and all other devices used for accessing the internet.

  1. What is a cookie?

Cookies are small text files that are placed and stored on your computer when you visit a website. Cookies are very useful because they enable a user to be recognised. Cookies undertake a number of useful tasks, including improving security of a website and general user experience.

Cookies are either: 

  • session specific, which means that they are deleted from your computer once the session and browser are closed; or 
  • permanent, meaning that they will remain resident on your computer until they are removed. 
  1. What cookies do our websites use?

Our websites use both session and permanent cookies. We only use cookies that are strictly necessary to enable you to move around the site, to provide certain basic features, to enhance the functionality and to improve the performance of the website. This website uses any of the following groups of cookies:

  • Process – process cookies help make a website function and deliver the services that the website visitor expects to receive (e.g. navigation, access to secure areas etc.). These cookies are necessary and without them the website will not function properly;
  • Security – security cookies are used to authenticate users, prevent fraudulent use of login credentials, protect user data from unauthorised parties etc.;
  • Performance – performance cookies collect information about how the user interacts with a website (e.g. the pages a user visits most often, the activity of the user on the website and how often the user returns). This information is normally used in an anonymised way and the data collected is used to help improve the site and browsing experience;

Third-party – we sometimes embed photos and video content from websites (e.g. YouTube). Pages with this embedded content may present cookies from these websites. Similarly, when you use one of the share buttons, a cookie may be set by the service you have chosen to share content through. Whatley Lane Estate Agents will not have any control of these cookies and is not responsible for these cookies or the data they collect. You should familiarise yourself with the cookies and privacy policy of the third party advertisers.

  1. This Website may place and access certain Cookies on your computer.   Whatley Lane uses Cookies to improve your experience of using the Website and to improve our range of services.  Whatley Lane has carefully chosen these Cookies and has taken steps to ensure that your privacy is protected and respected at all times.
  1.  All Cookies used by this Website are used in accordance with current UK and EU Cookie Law.
  1. Before the Website places Cookies on your computer, you will be presented with a message bar requesting your consent to set those Cookies. By giving your consent to the placing of Cookies, you are enabling Whatley Lane to provide a better experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of the Website may not function fully or as intended.
  1. This Website may place the following Cookies:

Strictly necessary cookies

These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.


Analytical/performance cookies

They allow us to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.


  1. You can find a list of Cookies that we use in the Cookies Schedule.
  1. You can choose to enable or disable Cookies in your internet browser. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser.
  1. You can choose to delete Cookies at any time; however you may lose any information that enables you to access the Website more quickly and efficiently including, but not limited to, personalisation settings.
  1. It is recommended that you ensure that your internet browser is up-to-date and that you consult the help and guidance provided by the developer of your internet browser if you are unsure about adjusting your privacy settings.
For more information generally on cookies, including how to disable them, please refer to You will also find details on how to delete cookies from your computer.

Delivered with integrity.

who we are

TERMS OF USE other sites??


is owned and operated by Whatley Lane Estate Agents. Whatley Lane Estate Agents is the trading name of two related companies: (i) Whatley Lane BSE Limited (company number 08960143), and (ii) Whatley Lane Estate Agents Limited (company number 07163743) having their respective offices registered at Eldo House, Kempson Way, Bury Saint Edmunds IP32 7AR and is made available on the following terms and conditions. By using the website you accept these terms and conditions, which shall be governed by and interpreted in accordance with the law of England and Wales.

  1. Copyright

All rights in the design, text, graphics and other material on our site and the selection or arrangement thereof are the copyright of us or other third parties. Permission is granted to electronically copy and print in hard copy portions of our site solely for your personal use. Any other use of materials on our site (including reproduction for purposes other than those noted above and alteration, modification, distribution or republication) without our prior written permission is strictly prohibited.


  1. Intellectual property rights

All intellectual property rights and other rights, including trademarks, domain names, name and logos, belong to Whatley Lane Estate Agents or other third parties. Users and visitors acquire no proprietary interest in any of the service, content, materials or other rights and may not use or reproduce them in any way that infringes the intellectual property rights in them for any reason.


  1. Disclaimer

Whatley Lane Estate Agents is providing this site on an “as is” basis and makes no representations or warranties of any kind with respect to this site or its contents and disclaims all such representations and warranties. In addition, Whatley Lane Estate Agents makes no representations or warranties about the accuracy, completeness or suitability for any purpose of the information and related graphics published in this site. The information contained in this site may contain technical inaccuracies or typographical errors. All liability of Whatley Lane Estate Agents howsoever arising for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

Neither Whatley Lane Estate Agents nor any of its officers, employees, subcontractors or other representatives (or those of its affiliates, including but not limited to FW Gapp) will be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.

Notwithstanding the foregoing, none of the exclusions and limitations in the clause are intended to limit any rights you may have as a consumer under local law or other statutory rights which may not be excluded nor in any way to exclude or limit Whatley Lane Estate Agents’ liability to you for death or personal injury resulting from our negligence or that of our employees or agents.


  1. The use of your information

You agree that we may collect, store and use information about you in accordance with our privacy policy.

  1. Access

We reserve the right in our sole discretion to deny users access to our site or any part of our site without notice and to decline to provide the service to any user that is in breach of these terms and conditions of use.

  1. Links to other sites

Certain links, including hypertext links, in our site will take you outside our site. Links are provided for your convenience and inclusion of any link does not imply endorsement or approval by us of the linked site, its operator or its content. Our sites contain links to external sites. Whatley Lane Estate Agents is not responsible for and has no control over the content of such sites. Information available via hypertext link from our sites are made available without responsibility on the part of Whatley Lane Estate Agents. Whatley Lane Estate Agents disclaims all responsibility and liability (including for negligence) in relation to information on or accessible from

  1. Variations

We reserve the right at any time without notice to revise the content of our website (including the services offered by us) and these terms and conditions. Any changes to these terms and conditions will be posted on our site and by continuing to use our site following any such change you will signify that you agree to be bound by the revised terms and conditions of use.

  1. Applicable law and jurisdiction

These terms and conditions shall be governed by and interpreted in accordance with the laws of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.