The Acorn Group is London’s largest independent multi-brand estate agency. We offer our clients the best brands, with the best people, in the best locations.

About The Acorn Group


Privacy Policy

The Acorn Group (trading as Acorn Limited and its subsidiaries and associated businesses) is committed to protecting your personal data. This privacy policy contains important information on who we are and how and why we collect, store, use and share your personal information. It also explains your rights in relation to personal information and how to contact us or the supervisory authorities in the event you have a complaint.

The details you provide will only be used by Acorn Limited (Data Controller) and its associated businesses as listed in this document. We will never swap, share or sell your details without your consent. We protect any personal data that you share with us, or that we get from other organisations and we keep it safe. We always aim to be clear with you about how we will use your data and we promise not to do anything with it that you would not reasonably expect. We collect use and are responsible for certain personal information about you. When we do so we are subject to the General Data Protection Regulation which applies across the European Union (including the United Kingdom) and will be subject to the Data Protection Bill 2018 once it comes into force and we are responsible as “controller” of that information for the purposes of those laws. 


Personal data is any information that can be used to identify you. It can include information such as your name, gender, date of birth, personal or professional interests, e-mail address, postal address, telephone numbers or bank details. It can include information taken from you to enable us to carry out credit or other financial checks on you.

The type and quantity of information we collect and how we use it depends on why you are providing it. We promise that we will only gather information from you that is adequate and relevant to be used for an explicit and specific purpose.


When you give it to us directly

We collect personal data about you when you register with us as an applicant to view, buy or rent a home; instruct us to provide you with a sales or lettings valuation or instruct us to sell or let your property. We will also require your personal data when applying for a mortgage, extending your lease, requesting a conveyancing quotation or applying for a job with us. We will collect this information in person, over the telephone, by post, by email or via our websites.

When you give it to us indirectly

We may also obtain information about you from other sources, such as a family member or friend.

Social Media

We will only contact you through social media sites such as Facebook, Linked In, Instagram or Twitter if your privacy settings give us access to your contact details.

Third Parties

We may also collect information directly from a third party such as a credit reference agency or customer due diligence provider or directly from a third party with your consent such as a bank or building society. We may also receive personal information from websites such as Rightmove and similar.


We may collect cookies on our website – please see our cookie policy – or via automated monitoring of our website and other technical systems.


Any payments you make to us will either be made via a bank transfer or a card payment currently via SagePay whose security policy can be found here at


We use your personal data in a number of ways depending on your instructions and contact preferences. These may include but not limited to, the following:

1. Regular telephone contact to inform you about any new properties that you may be interested in.

2. Regular telephone contact following a valuation, instruction or to progress a sale or purchase.

3. Regular email contact to inform you or any new properties that you may be interested in.

4. Regular email contact following a valuation, instruction or to progress a sale or purchase.

5. Regular postal contact to inform you about any new properties that you may be interested in.

6. Regular postal contact following a valuation, instruction or to progress a sale or purchase.

7. We use your information to gain a full understanding of your situation so we can develop and offer you the best possible personalised services.

8. We use your information for internal administrative purposes (such as our accounting and records, and to let you know about changes to our services or policies.

9. We may use your personal information to look into, and respond to, complaints, legal claims or other issues.

10. We will use your bank account details to process rent, service charges, contractual fees and marketing costs associated with our services


Under data protection law, we can only use your personal information if we have a proper reason for doing so, eg:

• to comply with our legal and regulatory obligations

• for the performance of our contract with you to take steps at your request before entering into a contract

• for our legitimate interests or those of a third party


• where you have given consent.

A legitimate interest is when we have a business or commercial reason to use your information, so long as this is not overridden by your own rights and interests.

The table below explains what we use (process) your personal information for and our reasons for doing so:

Privacy Policy Tab1Privacy Policy Tab2


We may use your personal information to send you updates (by email, text message, telephone or post) about our services.

We have a legitimate interest in processing your personal information for promotional purposes (see “Why we use your personal information”). This means we do not usually need your consent to send you promotional communications. However, where consent is needed, we will ask for this consent separately and clearly.

We will always treat your personal information with the utmost respect and never sell or share it with other organisations outside the Acorn group for marketing purposes.

You have the right to opt out of receiving promotional communications at any time by:

• Contacting us by the methods shown in the paragraphs below entitled “How can you ask us to stop using your personal data?”

• Using the ‘unsubscribe’ link in emails or ‘STOP’ number in texts


We will not share or sell your personal data with any third parties without your consent other than with the following Group businesses.

• Acorn Estate Agents

• Langford Russell Estate Agents

• John Payne Estate Agents

• Start Financial Services

• Start Mortgage Services

• Start Lease Extensions

• Start Inventory Services


• Unique

• Acorn Property Management

• Acorn Estate Management

• Acorn Land & Commercial

In order to fulfil our obligations under the Money Laundering regulations 2017,we may have to pass your data to a third party to perform Money Laundering checks, currently this work is performed by Lifetime Legal Limited and their privacy policy can be viewed at:

If you ask us to obtain a quotation for conveyancing services or a mortgage we may have to share your information with relevant service providers.

The Move Concierge Services are provided on our behalf by Ethical Introductions Limited (t/a Just Move In). Please note that in order to arrange and confirm the scope of the Concierge Services to be provided we will share your contact details with “Just Move In”.

“Just Move In” will control user’s personal data necessary for the provision of the Concierge Services, as further described in their Privacy Policy.

We only share personal information with outside service providers if we are satisfied that they take appropriate measures to protect your personal information. We will carry out a suitable risk assessment on such third parties to ensure this is the case.

It may also be necessary to share your personal data with a number of contractors to fulfil our duties as a managing agent.

We may disclose information with law enforcement agencies and regulatory bodies to comply with our legal and regulatory obligations.

We may also need share some personal information with other parties such as a potential buyer of some or all of our business or during a restructuring. Usually the information will be anonymized but this may not always be possible. The recipient of such data will be bound by confidentiality obligations.


Information may be held at the offices of Acorn group companies, third party agencies service providers representatives and agents as described above in paragraph entitled “Who do we share your personal information with?”

We will retain your personal data for the period necessary to fulfil the purposes outlined in this Policy and as otherwise needed to comply with applicable law and internal company policies. The length of time between transactions in the industry has been taken into account when determining how long data is retained for.


You have the following rights, which you can exercise free of charge: 

Privacy Policy Tab3Privacy Policy Tab4

For further information on each of those rights, including the circumstances in which they apply, please contact us or see the Guidance from the UK Informational Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation.


You have the right to withdraw consent for us to contact you at any time by the following methods:

By email:

By phone: 020 8315 6929

By post: The Acorn Group, 1 Sherman Road,
Bromley, BR1 3JH

We will endeavour to make sure that your preferences are updated as soon as possible and within a maximum of 72 hours.

Withdrawing this consent may limit the services you receive from us and our ability to communicate effectively with you. Your rights will not be affected.


You can contact us at any time to update the personal details that we have on our database - in fact, that would be a great help to us.

Again, contact us on one of the following methods:

By email:

By phone: 020 8315 6929

By post: The Acorn Group, 1 Sherman Road, Bromley, BR1 3JH

We will endeavour to make sure that your preferences are updated as soon as possible and within a maximum of 72 hours.


You will always have control over your personal data. You have the right to request information about the data we hold on you at any time for free. We promise to provide access to that data, free of charge and within 1 month of your request.

You have the right to correct your data and update your preferences at any time.

You have the right to have your data erased at any time. You have a right to ask us to stop processing your personal data at any time. If at any time you wish to withdraw your consent and tell us not to contact you then please contact a member of the Data Compliance team:

By email:

By phone: 020 8315 6929

By post: The Acorn Group, 1 Sherman Road, Bromley, BR1 3JH


If you have contacted us and you are unhappy with the way in which we have dealt with your query regarding the use of your data then it is within your rights to lodge a complaint with a supervisory authority.

The ICO (Information Commissioner’s Office) is the UK’s independent authority set up to uphold information rights in the public interest, promoting openness by public bodies and data privacy for individuals.

You can find out more information or report a concern through the ICO website:


Everyone who handles your data has a responsibility to protect it in accordance with the law. Acorn Limited has a comprehensive Computer Use & Data Protection Policy in place to ensure that staff members are aware of the regulations surrounding the use of personal data.

All staff that has access to your data are sufficiently trained and where your data is stored on our encrypted servers, passwords are required for access.

We will keep information for a reasonable amount of time in order to perform the purposes listed above. We only keep your information for as long as necessary. In line with The Property Ombudsman’s ( code of practice, we generally keep personal information for 7 years after our last contact with you. However we reserve the right to keep information for longer if we feel that this is in our legitimate interests.

We will not transfer or store your personal details outside of the EU.


A data breach can be defined as, ‘accidental or unlawful destruction, loss alteration, unauthorised disclosure of, access to, personal data’.

We have appropriate security measures in place to prevent personal information being accidentally lost or used or accessed unlawfully. We limit access to your information to those who have a business need for it.

In the event of a data breach we will contact the ICO (Information Commissioner’s Office) within 72 hours where we are legally required to do so. The consequences of the breach will be documented and the appropriate actions will be taken to mitigate the consequences.

We will also notify you without undue delay should the breach poses a high risk to your rights and freedoms.


The date in the footer of this document indicates when this document was last updated. When we make changes to this privacy policy we will make an announcement in the News section of our website.


COVID 19 Addendum

To support NHS Test and Trace (which is part of the Department for Health and Social Care) in England, we have been mandated by law to collect and keep a limited record of staff, customers and visitors who come onto our premises for the purpose of contact tracing.

By maintaining records of staff, customers and visitors, and sharing these with NHS Test and Trace where requested, we can help to identify people who may have been exposed to the coronavirus.

As a customer/visitor of The Acorn Group you will be asked to provide some basic information and contact details. The following information will be collected:


• the names of all customers or visitors, or if it is a group of people, the name of one member of the group

• a contact phone number for each customer or visitor, or for the lead member of a group of people

• date of visit and arrival time and departure time


The Acorn Group as the data controllers for the collection of your personal data, will be responsible for compliance with data protection legislation for the period of time it holds the information. When that information is requested by the NHS Test and Trace service, the service would at this point be responsible for compliance with data protection legislation for that period of time.

The NHS Test and Trace service as part of safeguarding your personal data, has in place technical, organisational and administrative security measures to protect your personal information that it receives from The Acorn Group, that it holds from loss, misuse, and unauthorised access, disclosure, alteration and destruction.

In addition, if you only interact with one member of staff during your visit, the name of the assigned staff member will be recorded alongside your information.

NHS Test and Trace have asked us to retain this information for 21 days from the date of your visit, to enable contact tracing to be carried out by NHS Test and Trace during that period. We will only share information with NHS Test and Trace if it is specifically requested by them.

For example, if another customer at the venue reported symptoms and subsequently tested positive, NHS Test and Trace can request the log of customer details for a particular time period (for example, this may be all customers who visited on a particular day or time-band, or over a 2-day period).

We may/will [delete as necessary] require you to pre-book appointments for visits or to complete a form on arrival.

Under government guidance, the information we collect may include information which we would not ordinarily collect from you and which we therefore collect only for the purpose of contact tracing. Information of this type will not be used for other purposes, and NHS Test and Trace will not disclose this information to any third party unless required to do so by law (for example, as a result of receiving a court order). In addition, where the information is only collected for the purpose of contact tracing, it will be destroyed by us 21 days after the date of your visit.

However, the government guidance may also cover information that we would usually collect and hold onto as part of our ordinary dealings with you (perhaps, for example, your name, date of birth and phone number). Where this is the case, this information only will continue to be held after 21 days and we will use it as we usually would, unless and until you tell us not to.

Your information will always be stored and used in compliance with the relevant data protection legislation.

The use of your information is covered by the General Data Protection Regulations Article 6 (1) (c) – a legal obligation to which we as The Acorn Group are subject to. The legal obligation to which we’re subject, means that we’re mandated by law, by a set of new regulations from the government, to co-operate with the NHS Test and Trace service, in order to help maintain a safe operating environment and to help fight any local outbreak of coronavirus.





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