Privacy Policy

1. Who we are

4WALLS Agents Ltd (“4WALLS”, “we”, “us”) is the data controller for the personal data described in this policy. We are registered in England and Wales (Company No. 13864769) at 5th Floor, 167–169 Great Portland Street, London W1W 5PF.

This policy describes how we process personal data under the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR). For any data protection query, contact contact@4walls.io.

2. Personal data we collect

When you enquire about a property, we collect your name, email, telephone number, the development you have enquired about, and your buying information (property type, budget, timeframe, additional context).

When you book a viewing, we also collect the date, time and status of that viewing.

We collect records of all phone, email, WhatsApp and SMS communications between you and our team, including call recordings and call summaries (see Section 6).

We collect technical data (IP address, device, pages visited) via cookies and tracking technologies, where you have consented (see Section 9).

If you opt in to the mortgage referral service, we collect the additional information described in Section 5.5.

3. How we use your data and our lawful basis

Responding to your enquiry and arranging viewings: steps taken at your request prior to a contract (UK GDPR Art. 6(1)(b)) and our legitimate interest in operating our estate-agency services (Art. 6(1)(f)).

Sharing your name and buying status with the developer you enquired about (Section 4.2): steps taken at your request prior to a contract (Art. 6(1)(b)) — by enquiring about the development, you are asking to be introduced to it.

Sharing your contact details with that developer when you book a viewing (Section 4.2): steps taken at your request prior to a contract (Art. 6(1)(b)) — booking a viewing means we pass your contact details to the developer running it.

Contacting you by phone, email, WhatsApp and SMS about your enquiry, this property and similar properties: our legitimate interest in marketing similar new-build properties to people who have enquired with us (Art. 6(1)(f)), satisfying PECR through soft opt-in (Regulation 22(3)) for electronic messages and through Telephone Preference Service screening for live phone calls. You can opt out at any time.

Recording and summarising calls for training, quality and accurate records: our legitimate interest in service quality and record-keeping (Art. 6(1)(f)).

Mortgage referral to the Mortgage Advice Bureau: only where you tick the optional box — your explicit consent (Art. 6(1)(a)).

Meta Pixel and Conversions API tracking: your consent given via our cookie banner (Art. 6(1)(a) and PECR).

Meeting our legal obligations: including HMRC record-keeping and anti-money-laundering rules (Art. 6(1)(c)).

You are not legally obliged to give us your personal data, but we cannot arrange a viewing or progress an enquiry without the information described above.

4. Who we share your data with

Within 4WALLS, access is limited to directors and employees who need it. We share personal data outside 4WALLS only as described below.

4.1 sprklabs

sprklabs administers and manages our CRM database on our behalf. sprklabs acts as our processor under Article 28 UK GDPR, on our written instructions, and does not use your data for its own purposes. sprklabs does not contact customers; all customer-facing communications come from 4WALLS.

4.2 Property developers

When you enquire about a development, we share your name and buying status with that development. When you book a viewing, we additionally share your name, email, telephone number and buying status with that development.

Data is only ever shared with the specific development you have enquired about. We do not share your data with any development you have not enquired about, and we do not share contact details with any developer before you book a viewing.

4.3 Developer CRM portal

We operate a property CRM portal that gives each developer visibility of the leads who have enquired about their own development(s). Through the portal a developer can see your name, your buying status, your contact details (only where you have booked a viewing), and the time-stamp and status of your enquiry or viewing. A developer can only see leads relating to their own development(s).

4.4 Meta Platforms (Pixel and Conversions API)

Where you have given consent via our cookie banner, we share website-event data with Meta Platforms Ireland Ltd through the Meta Pixel (browser-side) and the Meta Conversions API (server-side, including hashed identifiers such as your hashed email or phone number). For these events 4WALLS and Meta act as joint controllers under Article 26 UK GDPR; Meta acts as an independent controller for any further processing it carries out. See Section 9.

4.5 Mortgage Advice Bureau (MAB) — optional

If you tick the separate, unbundled box “Find out if I could afford this home — speak to a mortgage expert”, you give your explicit consent for us to share with MAB your name, telephone number, email, the development you are interested in, your budget range and timeframe, and any additional comments you provide. Once shared, MAB becomes an independent controller and processes your data under its own privacy notice.

MAB will share back with us the status of your mortgage application and whether you have received an Agreement in Principle, so we can support the onward sale.

4WALLS receives a referral fee from MAB if your referral results in a completed mortgage transaction. There is no additional cost to you and it does not affect the rates offered to you. In line with The Property Ombudsman Code and the 2026 Conditional Selling Guidance, your right to view a property or make an offer is not conditional on using MAB.

You may withdraw your consent at any time by emailing contact@4walls.io. The receiving MAB entities are Mortgage Advice Bureau Limited (Company No. 03368205) and Mortgage Advice Bureau (Derby) Limited (Company No. 06003803), authorised and regulated by the FCA; registered office Capital House, Pride Place, Pride Park, Derby, DE24 8QR. MAB's data protection contact: data.protection@mab.org.uk.

4.6 Other recipients

We may also share personal data with professional advisors under duties of confidentiality, with conveyancers or solicitors once an offer is accepted, and with regulators, law-enforcement agencies or courts where required by law.

5. Call recording

We record all telephone calls between our team and clients, prospective buyers and developers, for training and quality, accurate records and dispute resolution. Calls are summarised and the summary is logged in our CRM. Our lawful basis is our legitimate interest in service quality and record-keeping (Art. 6(1)(f)). You will be informed at the start of a call that the call is being recorded; you may ask not to be recorded.

6. Marketing communications

When you enquire about a property, we will contact you by email, SMS, WhatsApp and phone about your enquiry, this property and similar properties. This is on the basis of our legitimate interest in marketing similar new-build properties to people who have enquired with us.

For email, SMS and WhatsApp we rely on the PECR soft opt-in (Regulation 22(3)), which applies because you contacted us in the course of negotiating a property purchase. For live phone calls we screen new contacts against the Telephone Preference Service before calling.

You can opt out at any time, free of charge, by clicking unsubscribe in any marketing email, replying STOP to any marketing SMS or WhatsApp, telling our team on the phone, or emailing contact@4walls.io.

7. Cookies and tracking

We use the Meta Pixel (browser-side) and Meta Conversions API (server-side, including hashed identifiers) to measure advertising performance and build custom and look-alike audiences. We rely on your consent given through our cookie banner (PECR Regulation 6 and UK GDPR Art. 6(1)(a)). You can withdraw consent at any time by changing your cookie preferences on our website, adjusting your Facebook/Instagram ad settings, or blocking third-party cookies in your browser. Withdrawal does not affect the lawfulness of processing before withdrawal. Our Cookie Policy contains the full list of cookies and providers.

8. International transfers

Where personal data is transferred outside the UK (for example via Meta), we rely on UK adequacy regulations, the UK International Data Transfer Agreement, or the EU Standard Contractual Clauses together with the UK Addendum.

9. How long we keep your data

We keep enquiry data and related records (including call recordings and summaries) for 24 months from your last contact with us, after which the data is securely deleted or anonymised.

Where you complete a transaction, we keep the transaction record for 6 years from completion to meet HMRC and anti-money-laundering requirements.

MAB referral records are held by 4WALLS for 24 months for audit. MAB retains data under its own FCA-driven retention schedule (typically a minimum of 6 years for successful mortgage applications).

10. Your rights

Under UK GDPR you have the right to access your data, correct inaccurate data, ask us to delete your data, restrict or object to our processing, receive your data in a portable format, and withdraw any consent you have given (including for marketing, cookies and the MAB referral).

To exercise any of these rights, contact contact@4walls.io. We will respond within one calendar month.

11. Complaints

If you are not satisfied with how we handle your personal data, you can complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

12. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top shows when it was last revised.