PRIVACY POLICY
LAST UPDATED 04/12/2024
CODE OF PRACTICE – COMPLAINTS
A. Residential Property Sales & Residential Letting Management
Michael Graham Young Ltd aims to provide an efficient and accurate service to its clients. Nevertheless, some complaints can arise and these will be dealt with as follows: We have appointed Michelle Bishop, Director, to deal with complaints. If you have a question or wish to lodge a complaint, please feel free to get in touch. Contact details: Telephone: 02920 465466, Email: michelle.bishop@mgy.co.uk, Address: Michael Graham Young Ltd, Colum Buildings, 13 Mount Stuart Square, Cardiff Bay, Cardiff, CF10 5EE. If you have initially made your complaint verbally—whether face-to-face or on the phone—please also make it in writing, addressed to Michelle Bishop.
Once we have received your written complaint, Michelle Bishop will contact you in writing within seven working days. At this stage, we will give you our understanding of your case. We will also invite you to make any further comments that you may have concerning this. Within twenty-one days of receipt of your written summary, Michelle Bishop will reply to inform you of the outcome of her internal investigation into your complaint and to let you know what actions we have taken or will take. If you remain dissatisfied with any aspect of our handling of your complaint, then you will have recourse to lodge your complaint with The Property Ombudsman (contact details: Beckett House, 4 Bridge St, Salisbury, Wiltshire, SP1 2LX, Tel: 01722 333306, Fax: 01722 332296, Email: admin@tpos.co.uk). Should your complaint refer to a Bond lodged with the company, then your complaint should be lodged with The Dispute Service Ltd (contact details: PO BOX 1255, Hemel Hempstead, Herts HP1 9GN, Tel: 0845 226 7837, Fax: 01442 253193, Email: deposits@tds.gb.com).
B. Commercial
Should the complaint be of a Commercial nature, we have appointed Mark Iles MRICS to deal with complaints. If you have any question or if you wish to make a complaint, please feel free to contact him. Contact details: Telephone: 02920 465466 ext 212, Fax: 02920 480715, Email: mark.iles@mgy.co.uk. The timescale for dealing with the complaint is outlined above.
PRIVACY POLICY
Privacy Policy For MGY Limited, Trading As MGY Estate Agents And Chartered Surveyors
Overview
We are MGY Limited, Trading As MGY Estate Agents And Chartered Surveyors, registered in England and Wales under registration number 13898054. Our registered office address is 13 Mount Stuart Square, Cardiff Bay, Cardiff, South Glamorgan, United Kingdom, CF10 5EE Under Article 37 of the General Protection Regulations (GDPR), the Company has appointed a Data Protection Officer who may be contacted at the following address: c/o The Data Protection Officer, MGY Estate Agents And Chartered Surveyors, 13 Mount Stuart Square, Cardiff Bay, Cardiff, South Glamorgan, United Kingdom, CF10 5EE. Email: radyr@mgy.co.uk, please use the following information in the subject line: c/o The Data Protection Officer, MGY Estate Agents And Chartered Surveyors.
We have produced this privacy notice to keep you informed of how we handle your personal data. All handling of your personal data is done in compliance with the General Data Protection Regulation (EU) 2016/679 (“Data Protection Legislation”).
What are your rights? When reading this notice, it might be helpful to understand that your rights arising under Data Protection Legislation include:
• The right to be informed of how your Personal Data is used (through this notice).
• The right to access any personal data held about you.
• The right to withdraw consent at any time, by emailing: radyr@mgy.co.uk, please use the following information in the subject line: c/o The Data Protection Officer, MGY Estate Agents And Chartered Surveyors.
• The right to rectify any inaccurate or incomplete personal data held about you.
• The right to erasure where it cannot be justified that the information held satisfies any of the criteria outlined in this policy, or where you have withdrawn consent.
• The right to prevent processing for direct marketing purposes, scientific/historical research or in any such way that is likely to cause substantial damage to you or another, including through profile building.
• The right to object to processing that results in decisions being made about you by automated processes and prevent those decisions from being enacted.
WHO IS THE DATA CONTROLLER
If we have collected your personal data directly from you for our own purposes, we are the Data Controller. If we have purchased your personal data from a third-party for our own purposes, we are the Data Controller. Where we have purchased your personal data, we will contact you to let you know before we first start to use it, or, at the latest, within one month of acquiring it.
If we have been passed your personal data from a third-party for our own purposes, we are the Data Controller. We will contact you to let you know before we first start to use it, or, at the latest, within one month of acquiring it.
If we have been passed your personal data from a third-party for a joint purpose that we both influence, we are the joint Data Controller. We will contact you to let you know before we first start to use your data, or, at the latest, within one month of acquiring it.
If your data has been passed to us by a third party for processing under their instruction, that third party is the Data Controller. They should have notified you that they would be passing your personal data to us, MGY Estate Agents And Chartered Surveyors, at the time they collected your data and within their own privacy notices/standards. For a list of Data Controllers that we process personal data for, the section below ‘Third Party Interests’.
If we have received your personal data as part of a business-to-business relationship, the Data Controller is your employer.
What are the Lawful Basis for Processing Personal Data?
Under Data Protection Legislation, there must be a ‘lawful basis’ for the use of personal data. The lawful bases are outlined in Article 6, Section 1 of the GDPR. They are sub-sections:
• a) ‘your consent’;
• b) ‘performance of a contract’;
• c) ‘compliance with a legal obligation’;
• d) ‘protection of your, or another’s vital interests’;
• e) ‘public interest/official authority’; and
• f) ‘our legitimate interests’.
ABOUT OUR PROCESSING OF YOUR DATA
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:
Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
Contact Data includes billing address, delivery address, email address and telephone numbers.
Financial Data includes bank account and payment card details.
Transaction Data includes details about payments to and from you and other details of products and services you have purchased from us.
Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
Usage Data includes information about how you use our website, products and services.
Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.
We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
PROCESSING OF DATA
| Reference | What categories of information about you do we process? | Why are we processing your data? | Where did we get your personal data from? |
| B2B Marketing | Identity Data, Contact Data | Direct marketing to former, current and prospective clients. This processing is conducted lawfully on the basis of ‘our legitimate interests’. | Directly obtained or by referral from existing clients/partners/suppliers. |
| Analytics | Technical Data, Usage Data | To understand how you use our website, how you reached us and how long you spend on our website, in order to analyse our performance and improve our service. This processing is conducted lawfully on the basis of ‘our legitimate interests’. | Directly obtained or indirectly obtained through a client’s website (notice given at the point of collection). |
| Fraud Prevention | Identity Data, Transaction Data | To combat fraud, we share information of clients who instruct the payment issuer to cancel payments to us without first informing us of why and/or allowing us the opportunity to issue a refund with credit reference agencies. This processing is conducted lawfully on the basis of ‘protection of your, or another’s vital interests’. | Directly obtained or indirectly obtained through a client’s website (notice given at the point of collection). |
| Contact Submission | Identity Data, Contact Data | When you send us information about you by posting on a forum or blog, we will store this information in order to make it available for viewing on the website. Your consent is obtained at the time of posting and via reference to this notice. This processing is conducted lawfully on the basis of ‘your consent’. | Directly obtained or indirectly obtained through a client’s website (notice given at the point of collection). |
| Phone Calls | Identity Data, Contact Data | We might record calls for training and/or auditing purposes. We also collect Calling Line Identification information. This is used to help improve the efficiency and accountability of our customer services. This processing is conducted lawfully on the basis of ‘our legitimate interests’. | Directly obtained. |
| Email and Web Contact | Identity Data, Contact Data | If you contact us through our website or by email, we will use the information you send in order to respond to your enquiry or complaint. This information will be kept in order to improve our service to you overall. This processing is conducted lawfully on the basis of ‘our legitimate interests’. | Directly obtained or indirectly obtained through a client’s website (notice given at the point of collection). |
| Consumer Marketing | Identity Data, Contact Data, Transactional Data, Marketing and Communications Data | If you make a purchase with us, we will add your contact information to our marketing list and send you information we think you might be interested in. This processing is conducted lawfully on the basis of ‘our legitimate interests’. | Directly obtained. |
PRIVACY POLICY
Privacy Policy For MGY Limited, Trading As MGY Estate Agents And Chartered Surveyors
Overview
We are MGY Limited, Trading As MGY Estate Agents And Chartered Surveyors, registered in England and Wales under registration number 13898054. Our registered office address is 13 Mount Stuart Square, Cardiff Bay, Cardiff, South Glamorgan, United Kingdom, CF10 5EE Under Article 37 of the General Protection Regulations (GDPR), the Company has appointed a Data Protection Officer who may be contacted at the following address: c/o The Data Protection Officer, MGY Estate Agents And Chartered Surveyors, 13 Mount Stuart Square, Cardiff Bay, Cardiff, South Glamorgan, United Kingdom, CF10 5EE. Email: radyr@mgy.co.uk, please use the following information in the subject line: c/o The Data Protection Officer, MGY Estate Agents And Chartered Surveyors.
We have produced this privacy notice to keep you informed of how we handle your personal data. All handling of your personal data is done in compliance with the General Data Protection Regulation (EU) 2016/679 (“Data Protection Legislation”).
What are your rights? When reading this notice, it might be helpful to understand that your rights arising under Data Protection Legislation include:
• The right to be informed of how your Personal Data is used (through this notice).
• The right to access any personal data held about you.
• The right to withdraw consent at any time, by emailing: radyr@mgy.co.uk, please use the following information in the subject line: c/o The Data Protection Officer, MGY Estate Agents And Chartered Surveyors.
• The right to rectify any inaccurate or incomplete personal data held about you.
• The right to erasure where it cannot be justified that the information held satisfies any of the criteria outlined in this policy, or where you have withdrawn consent.
• The right to prevent processing for direct marketing purposes, scientific/historical research or in any such way that is likely to cause substantial damage to you or another, including through profile building.
• The right to object to processing that results in decisions being made about you by automated processes and prevent those decisions from being enacted.
WHAT ARE COOKIES?
Cookies are small text files placed on your computer’s hard drive through your web browser when you visit any website. They are widely used to make websites work, or work more efficiently, as well as to provide information to the website owner. Like all other users of cookies, we may request the return of information from your computer when your browser requests a web page from our server. Cookies enable our web server to identify you to us, and to track your actions and the pages you visit while you use our website. The cookies we use may last for a single visit to our site (they are deleted from your computer when you close your browser) or may remain on your computer until you delete them or until a defined period of time has passed.
Although your browser software enables you to disable cookies, we recommend that you allow the use of cookies to take advantage of the features of our website that rely on their use. If you prevent their use, you will not be able to use all the functionality of our website. Here are the ways we may use cookies:
• to record whether you have accepted the use of cookies on our web site. This is solely to comply with the law. If you have chosen not to accept cookies, we will not use cookies for your visit, but unfortunately, our site will not work well for you.
• to allow essential parts of our web site to operate for you.
• to operate our content management system.
• to operate the online notification form – the form that you use to contact us for any reason. This cookie is set on your arrival at our web site and deleted when you close your browser.
• to enhance security on our contact form. It is set for use only through the contact form. This cookie is deleted when you close your browser.
• to collect information about how visitors use our site. We use the information to improve your experience of our site and enable us to increase sales. This cookie collects information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from, and the pages they visited.
• to record that a user has viewed a webcast. It collects information in an anonymous form. This cookie expires when you close your browser.
• to record your activity during a web cast. For example, as to whether you have asked a question or provided an opinion by ticking a box. This information is retained so that we can serve your information to you when you return to the site. This cookie will record an anonymous ID for each user, but it will not use the information for any other purpose. This cookie will last for a period of time after which it will be deleted automatically.
• to store your personal information so that you do not have to provide it afresh when you visit the site next time. This cookie will last for a period of time after which it will be deleted automatically.
• to enable you to watch videos we have placed on YouTube. YouTube will not store personally identifiable cookie information when you use YouTube’s privacy-enhanced mode.
COOKIES
What happens if I refuse to give MGY Estate Agents And Chartered Surveyors my personal data?
The information about you that we have collected for the performance of our contracts is required in order for us to successfully fulfil our obligations to you. If you choose not to provide the personal data requested, we will not be able to enter into a contract with you to provide the benefits we offer. If we are already processing your personal information under a contract, you must end our contractual relationship (as/where permitted) in order to exercise some of your rights.
We process some personal information as part of a contractual relationship with a Data Controller. Any requests to restrict this type of processing should be forwarded to the Data Controller; they will be responsible for discussing your concerns and making any decisions.
What are MGY Estate Agents And Chartered Surveyors ‘legitimate interests’?
Legitimate interests are a flexible basis upon which the law permits the processing of an individual’s personal data. To determine whether we have a legitimate interest in processing your data, we balance the needs and benefits to us against the risks and benefits for you of us processing your data. This balancing is performed as objectively as possible by our Data Protection Lead. You are able to object to our processing and we shall consider the extent to which this affects whether we have a legitimate interest. If you would like to find out more about our legitimate interests, please contact us via radyr@mgy.co.uk.
How Long will Your Personal Data be Kept?
MGY Estate Agents And Chartered Surveyors holds different categories of personal data for different periods of time. Wherever possible, we will endeavour to minimise the amount of personal data that we hold.
• If ‘consent’ is the basis for our lawful processing of your data, we will retain your data so long as both the purpose for which it was collected, and your consent, are still valid. We review the status of your consent every twelve (12) months and treat non-response to our requests for renewal of consent as if they were your request to withdraw consent. Occasionally, we might identify a legitimate interest in retaining some of your personal data that has been obtained by consent. If we do, we will inform you that we intend to retain it under these conditions and identify the interest specifically.
• If we process your data on the basis of ‘legitimate interests’, we will retain your data for so long as the purpose for which it is processed remains active. We review the status of our legitimate interests every twelve (12) months and will update this notice whenever we determine that either a legitimate interest no longer exists or that a new one has been found.
• All categories of personal data that are held by us because they are essential for the performance of a contract, will be held for a period of six years, as determined by reference to the Limitations Act 1980, for the purposes of exercising or defending legal claims.
Who Else Will Receive Your Personal Data?
MGY Estate Agents And Chartered Surveyors passes your data to the third parties listed in the section ‘Third Party Interests’ below, for the purposes of providing our services to you, and for no other purpose.
Does Your Data Leave the EU?
MGY Estate Agents And Chartered Surveyors does not use overseas web and IT providers. Details of what data is sent where, and the safeguards in place, are included in the section ‘Third Party Interests’ below.
Third-Party Interests
Our Data Processors
| Name of Third Party | Purposes for Carrying out Processing |
| The Deposit Protection Service | For Landlords and contract-holders using a let only service, who provide MGY, landlords and tenants with a deposit protection service. |
| The Tenancy Deposit Scheme | For Landlords and contract-holders using a managed service, who provide MGY, landlords and tenants with a deposit protection service. |
| Surveyor | The Surveyor relating to the sale or purchase of your property. Our legal basis for this use is that it is necessary for the performance of a contract to which you are party. |
| Solicitor | The Solicitor relating to the sale or purchase of your property. Our legal basis for this use is that it is necessary for the performance of a contract to which you are party. |
| CCSW | IT Provider/Communications |
| DocuSign | Signatory Online Documents |
| Instagram/Facebook/Threads | Social Media |
| X (formerly Twitter | Social Media |
| YouTube | Social Media |
| TikTok | Social Media |
| Pointr Agency | Website Administration, Social Media Management, Strategic & Tactical Marketing. |
| Decade 10 | Graphic Design Services, brand consultancy |
| HubSpot | Customer Relationship Management System |
| HMRC | For Landlords using a managed or let only service, to comply with our legal duties. |
| MailChimp | (MGY control the data within their account, data is not used by MailChimp directly or passed to other third parties). |
| Robertsons Solicitors | Solicitors |
| Eden Hawk LTD | Mortgage Broker & Financial Services |
| Property Maintenance | Various Contractors for the purpose of arranging maintenance at the property or complying with legal obligations to complete certification of the building or appliances at the property. Our legal basis for this use is that it is necessary for the performance of a contract to which you are party. |
| Microsoft Office 365 | Email service |
| Vendor | The Vendor relating to the sale or purchase of your property. Our legal basis for this use is that it is necessary for the performance of a contract to which you are party. |
| Purchaser | The Purchaser relating to the sale or purchase of your property. Our legal basis for this use is that it is necessary for the performance of a contract to which you are party. |
| Zoopla | Property Site |
| Rightmove | Property Site |
| On The Market | Property Site |
| Jupix | Estate Agency Sales & Rental Software |
| Human Resources | |
| Property Board Suppliers | |
| Ascend Productions | Video & Photography Services |
| Accountants |
