Privacy Policy

Effective date: 17 August 2026

Milestone & Collis respects your privacy and is committed to protecting your personal information.

This Privacy Policy explains how we collect, use, store and share your personal information when you visit our website, contact us, request a property valuation, register your property requirements, instruct us to provide a service, or otherwise deal with Milestone & Collis.

1. Who We Are

Milestone & Collis provides residential sales, lettings, property management, valuations and professional property services.

For the purposes of UK data protection law, Milestone & Collis is the data controller responsible for the personal information described in this Privacy Policy.

Contact details:

Milestone & Collis
86 Heath Road
Twickenham
TW1 4BW

Telephone: 020 8892 1313

Email: sales@milestone-collis.com

Website: www.milestone-collis.com

2. Personal Information We Collect

Depending on your relationship with us and the services you use, we may collect and process information including:

Your name, address, telephone number and email address.
Details of properties you own, wish to sell, let, buy or rent.
Your property requirements and preferences.
Information you provide when requesting a sales, lettings, probate or other property valuation.
Information relating to an offer, sale, purchase, tenancy or property management instruction.
Identification and verification information where required for legal or regulatory purposes.
Financial information where necessary in connection with a transaction, tenancy or service.
Correspondence and records of communications with us.
Information supplied through forms on our website.
Information obtained from publicly available sources and third parties where lawful and appropriate.
Technical information relating to your use of our website, including your IP address, browser information, device information and website usage data.

We only collect personal information that is relevant to the services we provide or where we have another lawful reason for doing so.

3. How We Collect Your Information

We may collect personal information:

Directly from you by telephone, email, in person or through our website.
When you request a property valuation or register your property requirements.
When you instruct us to sell, let, manage or provide professional services relating to a property.
During negotiations for a sale, purchase or tenancy.
From property portals and other services through which you submit an enquiry.
From solicitors, conveyancers, landlords, tenants, buyers, sellers, contractors and other parties involved in a property transaction.
From identity verification, anti-money laundering and referencing providers where applicable.
From publicly available sources, including HM Land Registry and other property information services.
Automatically when you use our website, including through cookies and similar technologies where permitted.

4. How We Use Your Personal Information

We may use your personal information to:

Respond to enquiries and property valuation requests.
Provide sales, lettings, property management, valuation and professional property services.
Market properties and arrange viewings.
Register and manage buyer and tenant requirements.
Communicate offers and negotiate property transactions.
Progress property sales, purchases, lettings and tenancies.
Communicate with clients, applicants and other parties involved in transactions.
Manage properties and arrange maintenance or contractors where instructed.
Carry out identity, anti-money laundering, referencing and other checks where required.
Comply with our legal and regulatory obligations.
Maintain appropriate business records.
Prevent and detect fraud or other unlawful activity.
Manage, analyse and improve our website and services.
Deal with complaints, disputes or legal claims.
Send relevant marketing communications where we are legally permitted to do so.

5. Our Lawful Bases for Processing

Under UK data protection law, we must have a lawful basis for processing your personal information.

Depending on the circumstances, we may rely on one or more of the following:

Contract – where processing is necessary to enter into or perform a contract with you.

Legal obligation – where we are required to process your information to comply with a legal or regulatory requirement.

Legitimate interests – where processing is necessary for our legitimate business interests, or those of a third party, provided those interests are not overridden by your rights and interests. This may include responding to enquiries, administering our services, progressing property transactions, maintaining business records, preventing fraud and improving our services.

Consent – where you have specifically consented to particular processing. Where we rely on your consent, you may withdraw it at any time.

Other lawful bases may apply in particular circumstances where permitted by law.

6. Marketing Communications

We may contact you about Milestone & Collis services, properties and related opportunities where we are legally permitted to do so under applicable data protection and electronic marketing laws.

Where consent is required, we will ask you to make a clear choice about whether you wish to receive marketing communications from us.

In certain circumstances, we may contact existing customers about our own similar services where the law permits us to do so and where an appropriate opportunity to opt out has been provided.

You can ask us to stop sending you marketing communications at any time by using the unsubscribe option contained in the communication, where available, or by contacting us directly.

We will not require you to agree to receive marketing communications as a condition of receiving our estate agency or professional services where consent is the lawful basis for that marketing.

7. Sharing Your Personal Information

Where necessary and lawful, we may share personal information with third parties involved in providing our services or progressing a property transaction.

These may include:

Solicitors and conveyancers.
Surveyors and other property professionals.
Landlords, tenants, sellers and buyers where appropriate.
Referencing and identity verification providers.
Anti-money laundering and fraud prevention providers.
Contractors and maintenance providers.
Property portals and property marketing services.
Our website, CRM, communications and IT service providers.
Professional advisers, insurers and accountants.
Government bodies, regulators, law enforcement agencies and other authorities where required by law.
Other organisations where you have asked or authorised us to share your information.

We require organisations processing personal information on our behalf to handle it appropriately and securely.

We do not sell your personal information.

8. Anti-Money Laundering and Legal Checks

Estate agency work is subject to legal and regulatory requirements which may require us to verify identities, property ownership and other information relating to clients and transactions.

Where applicable, we may obtain and retain identification documents and use third-party identity verification, anti-money laundering or fraud prevention services.

We may also be required by law to disclose information to relevant authorities without informing you where legislation prevents us from doing so.

9. Cookies

Our website may use cookies and similar technologies.

Some cookies are necessary for the website to operate correctly. Other cookies, including certain analytics or advertising technologies, will only be used where permitted by law and, where required, after you have provided your consent.

You can manage your choices through the cookie controls available on our website.

Further information about the cookies currently used on our website may be provided through our Cookie Policy, cookie notice or cookie preference tool.

10. Website Analytics

Where enabled and where the appropriate permissions have been obtained, we may use analytics services, such as Google Analytics, to understand how visitors use our website and to help us improve its performance.

These services may collect information such as your device type, browser, approximate location, pages visited and interactions with our website.

Where analytics cookies require consent, they will not be activated until that consent has been provided.

11. International Transfers

Some organisations that provide technology or other services to us may process personal information outside the United Kingdom.

Where personal information is transferred internationally, we will take appropriate steps to ensure that the transfer complies with UK data protection law. This may include relying on UK adequacy regulations or appropriate contractual or other safeguards.

Further information about relevant safeguards can be requested by contacting us.

12. How Long We Keep Your Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including to meet legal, regulatory, accounting and reporting requirements and to establish, exercise or defend legal claims.

Different types of information may therefore be retained for different periods.

When determining an appropriate retention period, we consider the nature and sensitivity of the information, the reason it is held, applicable legal or regulatory requirements and whether the information remains necessary for our business purposes.

When personal information is no longer required, we will securely delete, anonymise or otherwise dispose of it as appropriate.

13. Security

We take appropriate technical and organisational measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or destruction.

However, no internet transmission or electronic storage system can be guaranteed to be completely secure.

14. Your Data Protection Rights

Depending on the circumstances and the lawful basis on which we process your information, you may have the right to:

Request access to the personal information we hold about you.
Ask us to correct inaccurate or incomplete information.
Ask us to erase your personal information in certain circumstances.
Ask us to restrict the processing of your information.
Object to certain processing, including processing based on legitimate interests.
Object at any time to the use of your personal information for direct marketing.
Request the transfer of certain information to you or another organisation.
Withdraw your consent at any time where we rely upon consent.

These rights are not absolute and may be subject to legal exceptions.

We may need to ask you for information to confirm your identity before responding to a request.

15. Your Right to Object to Direct Marketing

You have the right to object at any time to the use of your personal information for direct marketing purposes.

If you ask us to stop using your information for direct marketing, we will do so.

We may retain limited information on a suppression list to ensure that your marketing preference continues to be respected.

16. Complaints

If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to investigate and respond.

You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's independent data protection regulator.

Further information about your rights and how to make a complaint is available from the Information Commissioner's Office.

17. Links to Other Websites

Our website may contain links to websites operated by third parties.

We are not responsible for the privacy practices of those third-party websites. We recommend reviewing their privacy information before providing personal information to them.

18. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, legal requirements or how we process personal information.

The latest version will be published on our website together with its effective date.

Where a change materially affects how we use personal information, we will take appropriate steps to bring the change to the attention of affected individuals where required.

19. Contact Us

If you have any questions about this Privacy Policy, wish to exercise your data protection rights or have concerns about how we use your information, please contact us:

Milestone & Collis
86 Heath Road
Twickenham
TW1 4BW

Telephone: 020 8892 1313

Email: sales@milestone-collis.com

Website: www.milestone-collis.com

Updating your preferences and opting out

If you wish to stop receiving communications from us, you can update your preferences by clicking here.