Professional Standards, Privacy and Regulatory Information

At Cooke & Co Estate and Letting Agents, we are committed to high professional standards, transparency and regulatory compliance across both our sales and lettings departments. As members of Propertymark, we work in accordance with the relevant conduct, membership and professional rules that apply to regulated property agents.

We believe clients should have confidence that they are dealing with an experienced independent firm that takes professional obligations seriously, from the handling of client money and complaints to privacy, transparency and consumer protection.

Propertymark Membership and Professional Standards

Cooke & Co is proud to operate within the professional standards expected of Propertymark members. This includes working to recognised rules on conduct, transparency, consumer protection and compliance.

For further information about Propertymark professional standards and membership rules, please visit www.propertymark.co.uk/professional-standards/rules.html.

Landlord Charges and Fee Transparency

At our lettings office in Cliftonville, Margate, we are committed to being clear and transparent about all charges to landlords. Relevant fees are displayed in branch and are fully set out in our terms of business and management agreements.

We do not believe in hidden charges. Any fees payable by a landlord will be agreed in writing before work is undertaken. Where appropriate, fees may vary depending on the size, complexity and nature of the portfolio or service required.

Cooke & Co complies with the applicable legal requirements relating to fee transparency and consumer information.

Privacy Notice

This Privacy Information explains how we collect, use, store and protect personal data. It also explains the rights individuals have under UK data protection law.

What does this notice cover

This notice explains what personal data we collect, why we collect it, how long we keep it, who we may share it with, and the rights available to you.

What is personal data

Personal data means information that can identify an individual either directly or indirectly. This may include obvious details such as a name, address, email address and telephone number, as well as less obvious information used within the course of a property transaction or tenancy.

Your rights

Under UK data protection law, individuals have rights that may include the right to be informed, the right of access, the right to rectification, the right to erasure in certain circumstances, the right to restrict processing, the right to object, the right to data portability where applicable, and rights in relation to automated decision making where relevant.

If you would like more information about any of these rights, please contact us using the details below. You also have the right to complain to the Information Commissioner’s Office.

What personal data we may collect

Depending on your relationship with us, we may collect personal data including your name, date of birth, address, previous address, email address, telephone number, business name, job title, financial information relevant to a transaction or tenancy, identification documents, and information about your property requirements or preferences.

Some of this information may be obtained directly from you. We may also receive data from third parties involved in the sale, purchase, letting or management of property, including property portals, referencing providers, anti money laundering providers, solicitors, financial advisers, surveyors and contractors where relevant.

How we use personal data

We use personal data for lawful business purposes connected with our estate agency, lettings and property management services. These purposes may include:

• providing estate agency, lettings and property management services
• marketing and advertising properties
• communicating with applicants, buyers, sellers, landlords and tenants
• carrying out identity, anti money laundering and compliance checks
• arranging viewings, valuations, inspections, repairs and tenancy services
• progressing sales, tenancies and related transactions
• administering accounts and payments
• sending marketing communications where permitted by law or where consent has been given

Our lawful bases for processing may include contract, legal obligation, legitimate interests and consent, depending on the purpose involved.

Automated processing and profiling

We may use software and platform tools to help match applicants to properties, manage enquiries, administer marketing, assist with valuation support, carry out compliance processes and support communication workflows. Where automated tools are used, we aim to ensure appropriate safeguards are in place.

If you require more information about any significant automated processing relating to your data, please contact us.

How long we keep personal data

We do not keep personal data for longer than is necessary. Retention periods vary depending on the service provided, the nature of the transaction, legal obligations, accounting requirements, complaint handling requirements and our legitimate business needs. Where specific retention periods apply, these will be used in accordance with our internal data retention procedures.

International transfers

Some of our third party service providers may process personal data outside the United Kingdom. Where this happens, we take steps to ensure that personal data is protected using lawful transfer mechanisms and appropriate safeguards recognised under UK data protection law.

How we protect personal data

We take data security seriously and use a range of organisational and technical measures designed to protect personal data from unauthorised access, loss, misuse or disclosure. These measures may include secure systems, controlled access, password protection, staff training, managed backups and appropriate software safeguards.

Who we may share personal data with

Where necessary and lawful, we may share personal data with third parties involved in the provision of our services. Depending on the circumstances, this may include:

• property portals and advertising platforms
• solicitors and conveyancers
• financial advisers and mortgage brokers
• surveyors and valuers
• tenant referencing and identity checking providers
• anti money laundering providers
• insurance providers
• contractors and maintenance professionals
• accountants, auditors and compliance advisers
• government bodies, regulators, law enforcement agencies or HMRC where legally required

Clients are never obliged to use any recommended third party provider unless the service is integral to a legal or operational requirement.

Telephone Calls

Cooke & Co uses a modern telephone system for communication, service management and security. Calls may be monitored or recorded for training, quality assurance, compliance, fraud prevention, dispute resolution or staff safety where lawful and appropriate.

Where calls are recorded, access is restricted and retention is controlled in line with our internal procedures and legal obligations. Recordings are not made public and will only be disclosed where there is a lawful reason to do so.

CCTV

Cooke & Co and associated group companies use CCTV at relevant offices for the purposes of staff and public safety, crime prevention, detection and the protection of property. Images are retained for a limited period in accordance with our internal CCTV procedures unless required for investigation, evidential or legal purposes.

Subject Access Requests

If you wish to know what personal data we hold about you, you may make a subject access request. Requests should be made in writing to the contact details below. We will respond in accordance with the applicable legal timescales, although complex requests may take longer where permitted by law.

How to Contact Us About Data Protection

For the attention of Damien Cooke

Email: damien@cookeandco.com
Telephone: 07836 764407 or 01843 231833
Postal address: 147 Northdown Road, Cliftonville, Margate, Kent, CT9 2QY

In House Complaint Procedure

We are committed to providing a professional service to all clients and customers. If something goes wrong, we want to know about it so we can investigate and seek to resolve the matter fairly.

If you have a complaint, please put it in writing with as much detail as possible. We will acknowledge receipt of your complaint in writing within three working days.

Your complaint will normally be investigated by the appropriate office manager or senior member of staff, who will review your file and speak to the team member involved where necessary. We will then issue a formal written outcome.

If you remain dissatisfied, you may request a further review by a senior member of staff. Our internal complaints process will normally take no longer than eight weeks.

If you remain dissatisfied after our final viewpoint letter, or if eight weeks have passed since your complaint was first made, you may refer the matter to The Property Ombudsman, subject to their eligibility requirements and time limits.

The Property Ombudsman
Milford House
43 to 45 Milford Street
Salisbury
Wiltshire
SP1 2BP
Telephone: 01722 333306
Website: www.tpos.co.uk

You will normally need to refer your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter.

Referral Fees Disclosure

In accordance with applicable guidance and consumer protection requirements, Cooke & Co discloses that it may receive referral fees or commissions from certain ancillary service providers that it recommends to clients. These may relate to financial services, conveyancing, surveys, EPCs and other associated property services.

Clients are under no obligation to use any recommended provider. Any referral arrangement does not affect your right to choose your own adviser or contractor.

Financial Services

We may refer clients to Suitable Choices Ltd for mortgage and related financial services. A referral fee may be received depending on the service taken up.

Conveyancing

We may recommend selected solicitors and may receive a referral fee on completion where permitted and properly disclosed.

Surveys and Valuations

We may recommend independent surveyors or valuers and may receive a referral fee where applicable.

Energy Performance Certificates

We may recommend an EPC provider and may receive a referral fee where applicable.

Changes to This Notice

We may update this notice from time to time to reflect changes in the law, regulation, guidance or our business operations. The latest version will be made available on our website at www.cookeandco.com.

Latest Update 12th April 2026