Updated 16 October 2026

This notice explains how we use personal information when you visit our website or use our sales, lettings and property management services.

Who we are

The company responsible for your information is identified in your service documents or correspondence. All companies below trade as Frost & Co.

Company	Service	ICO number
Frost & Company (Parkstone) Limited	Poole Sales	Z7965546
Frost & Co Professional Lettings Limited	Poole Lettings	ZA188753
Frost & Co Estate Agents Ltd	Bournemouth Sales	Z7867445
Frost and Co Lettings Ltd	Bournemouth Lettings	Z2649403
Johnson Birr Ltd	Bournemouth Lettings	Z1642961

 

Privacy contacts: Poole – Gary Milton, 2 Station Road Lower Parkstone, Poole, BH14 8UB [email protected] Bournemouth – Paul Johnson, 20 Poole Hill Bournemouth BH2 5PS [email protected]          

Where companies jointly control information, we explain their responsibilities and make the essence of their arrangement available.

Information we collect

We collect contact, property, identity, financial, referencing, payment, tenancy and occupancy information; correspondence, repair and complaint records; marketing preferences; and website information such as IP addresses.

Sources include you, portals, landlords, tenants, applicants, guarantors, referees, advisers, agents, checking providers, HM Land Registry and Companies House. We may hold limited information about children living at a property and health or disability information relevant to our services.

How we use information

We use information to provide services, arrange viewings, assess applications, progress transactions, manage properties and tenancies, process payments, resolve complaints and claims, and protect our systems.

We also use website information to operate, secure, analyse and improve our website, relying on legitimate interests where appropriate and obtaining consent where required.

Our lawful bases are contractual necessity where we have a relevant contract with you or you request pre-contract steps; legal obligations, including applicable AML and Right to Rent checks; and legitimate interests in delivering services, managing properties, preventing fraud and protecting legal rights. We balance legitimate interests against your rights. Marketing relies on consent where required, or legitimate interests where permitted.

Special category information also requires an additional condition, such as explicit consent or necessity for legal claims. We explain any other applicable condition. We identify legally or contractually required information and explain if withholding it prevents us from proceeding.

 

Sharing information

Where necessary and lawful, we share relevant information with parties to a property or transaction; solicitors and agents; contractors and property professionals; identity, referencing and credit-checking providers; deposit schemes; banks and insurers; advisers; portals and agency networks; technology suppliers; authorities, courts and redress schemes; and other Frost & Co companies for identified purposes. Recipients act as processors or independent controllers.

Optional referrals are explained separately, with consent where required. A shared trading name does not permit unrestricted sharing or marketing.

Marketing

Marketing emails and texts to individuals require consent unless the commercial soft opt-in applies: details collected during a sale or negotiations, our own similar services, and an opt-out at collection and in each message.

You can object to direct marketing at any time using the unsubscribe option or our privacy contact.

We may retain minimal suppression records to respect your choice. Necessary service messages continue. Using our website or services is not consent to optional marketing.

Retention and security

Core sales records are normally kept for six years after completion or closure; core lettings records for seven years after the tenancy or service ends. AML records are normally kept for five years after the relationship ends or occasional transaction completes. Right to Rent evidence is kept throughout the tenancy and for at least one year afterwards.

Other enquiries, applications and technical records are kept only as needed for their purpose and proportionate handling of queries or claims. Marketing records are reviewed regularly and retained while relevant and lawful. Individual documents may require earlier deletion; longer retention needs a lawful justification.

We use appropriate security safeguards and restrict access. Emails may be stored and scanned for security threats or unauthorised disclosure.

Overseas processing, cookies and automated decisions

For transfers outside the UK, we use applicable adequacy regulations or appropriate safeguards, with additional measures where necessary. Contact us for details and copies of safeguards.

Our Cookie Notice https://www.frostandco-uk.co.uk/pages/cookies#/ explains technologies, purposes, duration and choices. We obtain consent or meet the conditions of an applicable exception.

We use technology and service providers to deliver our services, including property management systems, utility administration portals, referencing and identity-checking services. We share relevant personal information with these providers where necessary and lawful.

These services may use automated processing to verify information, assess applications and support administration. Where a decision producing legal or similarly significant effects is made solely through automated processing, we provide or direct you to information explaining the main factors involved, its likely consequences and how to request human intervention, make representations or challenge the decision.

Further information relevant to the service you use is provided when your information is collected. You can also contact our privacy contact with questions.

Your rights and complaints

Subject to applicable conditions and exemptions, you can request access, correction, deletion, restriction or portability, object to processing, and withdraw consent without affecting earlier lawful processing. Your right to object to direct marketing is absolute.

Contact us to exercise your rights. We may reasonably verify identity. Requests are normally free and answered within statutory timescales.

We acknowledge data protection complaints within 30 days, investigate without undue delay, keep you appropriately informed and explain the outcome. You can also complain to the ICO: ico.org.uk/make-a-complaint or 0303 123 1113.

We review this notice and communicate significant changes where required.