Privacy Policy.

Matches Property Ltd (“MatchesProperty”, “we”, “our” or “us”) provides property search, new-homes matching and agency services. We are responsible for the personal information described in this policy.

• Your name, email address, telephone or WhatsApp number and other contact details.
• Your property requirements, including preferred locations, budget, bedrooms, property type, timeframe, buying position and other preferences.
• Your enquiries, privately shared opportunities, viewing requests and our communications with you.
• Transaction information about services you enquire about or purchase.
• Website usage, traffic, device and communication data where this is available to us.
• Technical and cookie information needed to operate and secure the website.

For referral introductions, we may also collect the introducer’s details, their relationship to the buyer, confirmation that the buyer agreed to the introduction and the minimum information needed to understand the buyer’s requirement.

• To record and qualify your buying brief.
• To source and share suitable property opportunities with you privately.
• To refine your shortlist, respond to your enquiry and coordinate requested viewings.
• To assess and administer referral introductions, confirm eligibility, document agreed terms and calculate or pay any referral fee.
• To improve our website, services and customer experience.
• To send relevant service updates and, where permitted, information about our services. You can opt out of marketing at any time.
• To meet legal and regulatory obligations, prevent fraud, resolve disputes and enforce agreements.

We do not sell or trade your personal information. We may share it with service providers supporting our website, customer service and business operations. When you ask us to arrange a viewing or progress a property enquiry, we may share the information needed with the relevant housebuilder, developer, seller, agent or professional adviser.

Introducers must not send us a buyer’s personal details without the buyer’s permission. Where we receive information indirectly, we use only what is necessary to contact and assist the buyer, record the source of the introduction and provide privacy information as required.

We may also disclose information where required by law, to prevent fraud or to protect our rights and the safety of our clients. If you choose to contact us through WhatsApp, Meta and WhatsApp process your message under their own privacy terms.

The public buyer journey starts when you choose to contact us on WhatsApp. WhatsApp and Meta process the message and account information you send under their own terms and privacy policies. MatchesProperty receives the information you choose to share so that we can respond, qualify your brief and provide the service you request.

The buyer-facing website does not require you to create an account to view it. Strictly necessary cookies may be used for security and site operation.

Where analytics or optional tracking technologies are introduced, we will provide the choices required by law.

We use administrative, technical and physical safeguards designed to protect personal information. No security system is completely impenetrable. We keep information only for as long as needed for the purposes described here and to meet legal, accounting and regulatory obligations.

You may ask us for access to your personal data, correction of inaccurate data or deletion where the law allows. You may also object to or restrict certain processing and opt out of marketing communications. Contact us using the details on this page to exercise your rights.

We aim to provide a professional service. If something goes wrong, please make your complaint in writing with as much detail as possible to info@matchesproperty.com.

1. We will acknowledge your complaint in writing within three working days and provide a copy of our procedure.
2. We will investigate and normally send a formal written outcome within 15 working days of receiving the original complaint.
3. If you remain dissatisfied, contact us again and we will arrange a separate review by a senior member of staff.
4. We will write to you within 15 working days of the review request with our final viewpoint.
5. If you remain dissatisfied, or more than eight weeks have passed since your complaint, you may request an independent review from The Property Ombudsman without charge.

The Property Ombudsman asks that you use our in-house procedure before requesting an independent review. A referral generally needs to be made within 12 months of our final viewpoint and include supporting evidence.

• The Property Ombudsman: MatchesProperty is a member of the TPO scheme, which provides independent redress.
• ICO: MatchesProperty is registered with the Information Commissioner’s Office as part of its data-protection responsibilities.
• Anti-money laundering: MatchesProperty is registered with HMRC for AML supervision and carries out checks where required.
• Professional indemnity: MatchesProperty holds professional indemnity insurance. Contact us to request further information or a copy of the insurance schedule.

We may update this policy as our services or legal obligations change. The current version will be published here with its effective or updated date.