Office Privacy Notice
Last updated: 15 September 2026  |  Version: 1.0

This notice explains what your local Century 21 office does with your personal information when it acts as your estate agent or letting agent. It is the privacy notice referred to in the Data Protection clause of your Sales Agreement or Lettings Service Agreement.

Your office may publish other compliance documents — such as its complaints procedure or its anti-money-laundering policy — on its own website. Where it does, the address is given in Appendix 1 (“Confirmation of Instruction”) of your agreement. This notice is the privacy notice that applies to your office.

It is not the same as the Century 21 UK website privacy policy, which covers only the website and enquiries made through it.

Who is responsible for your information
Each Century 21 office is independently owned and operated by a separate company. The office you have instructed — named in Appendix 1 (“Confirmation of Instruction”) of your agreement, together with its company name, registered number and registered address — is the data controller for your information. In this notice, “we”, “us” and “our” mean that office.

Century 21 UK (Maurice MacNeill Iona Limited) is the franchisor. It licenses the Century 21 brand to the office but is not your agent and does not provide estate agency or lettings services. Where it receives your information, it does so for the limited purposes set out under “Who we share your information with” below.

To contact us about your information, use the office contact details in Appendix 1 of your agreement. Your office is registered with the Information Commissioner's Office and, because it carries out estate agency work, with HMRC for anti-money-laundering supervision.

What we collect
Your name, contact details and address
Identity documents and the results of anti-money-laundering, sanctions and (for lettings) Right to Rent checks
Bank details, where we need to pay you or collect money from you
Information about your property and your instructions to us
Records of our communications with you, which may include recorded telephone calls
Your contact and marketing preferences
Most of this comes from you. Some comes from others — for example property portals, referencing and credit agencies, identity-check providers, public registers such as HM Land Registry, and Century 21 UK.

Why we use it, and our lawful basis
What we use it for

Lawful basis
Providing the services in your agreement — marketing and selling or letting your property, arranging viewings, negotiating and progressing the transaction
Performance of our contract with you.
Anti-money-laundering and sanctions checks; Right to Rent checks; keeping the records the law requires  
Legal obligation
Running, administering and improving our business, including quality surveys, complaint handling, staff training, fraud prevention and debt recovery  
Our legitimate interests
Reporting your transaction to Century 21 UK, which is how our franchise fees are calculated and how the network is administered 

Our legitimate interests, and the legitimate interests of Century 21 UK
Sending you marketing about our own similar property services  
Our legitimate interests, and the “soft opt-in” under the Privacy and Electronic Communications Regulations. You can opt out at any time — see below

Marketing
If you have used our services or asked us about them, we may send you information about our own similar property services by email or text message. You can tell us to stop at any time — use the unsubscribe link in any message, or contact the office directly. We will act on that straight away and it will not affect the service we give you.

We will not pass your details to anyone else for their own marketing without asking you first.

Who we share your information with
Century 21 UK — for transaction reporting and franchise fee calculation, brand-level quality surveys, complaint handling, and network administration and statistics.
Other Century 21 offices — where a buyer, seller, landlord or tenant needs to be referred between offices.
Buyers, tenants, and the other side's agents and solicitors — as needed to progress your transaction.
Our suppliers — property portals, software and CRM providers, identity and referencing providers, contractors, and (for lettings) utility providers, local authorities and deposit schemes.
Professional advisers, auditors, regulators and law enforcement — where we are required or permitted to disclose.
We do not sell your personal information.

Sending information outside the UK
Your information is normally held in the UK. Some of our suppliers, and Century 21 UK's parent group, are based outside the UK. Where information is transferred abroad we make sure appropriate safeguards recognised by UK data protection law are in place.

How long we keep it
We keep your information only as long as we need it. Identity and transaction records required by the Money Laundering Regulations 2017 are kept for five years after our relationship with you ends. Most other records are kept for up to six years to deal with any claim or query. After that we securely destroy them.

Your rights
You have the right to ask us for a copy of your information; to have inaccurate information corrected; to ask us to delete it or restrict how we use it; to object to our using it, including for direct marketing; and to receive certain information in a portable format. Where we rely on your consent, you can withdraw it at any time.

These rights are not absolute, and in some cases the law requires us to keep information even if you ask us to delete it. To exercise any right, contact the office named in Appendix 1 of your agreement. We will respond within one month.

Complaints
If you are unhappy with how we have handled your information, please tell the office first. If you are still not satisfied, you can complain to the Information Commissioner's Office at ico.org.uk, by calling 0303 123 1113, or by writing to Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Changes to this notice
We may update this notice from time to time. The version and date at the top tell you when it last changed.