Legal & Compliance

1. Professional Memberships & Certifications

  • Safeagent
    We are accredited by Safeagent, demonstrating our commitment to professional standards, client money protection, and industry best practice.
    đź”— Verify our membership here
  • Property Redress Scheme (PRS)
    As members of the Property Redress Scheme, we adhere to an independent complaints process, ensuring fair and transparent service for all clients.
    đź”— View PRS Membership
  • Client Money Protection (CMP)
    All client funds are safeguarded through our Client Money Protection membership, providing you with complete peace of mind.
  • đź”— Verify our membership here
  • Deposit Protection Schemes 
    We register tenant deposits with a government-approved scheme
  • DPS.đź”— Deposit Protection Service
  • Anti-Money Laundering (AML) Notice
    https://veriphy.com/

2. Complaints Procedure

At Lexingtons, we are committed to providing a high standard of service. However, if you are dissatisfied with the way we have handled your personal information or any aspect of our service, you have the right to make a complaint. We take all complaints seriously and will handle them in a fair, transparent, and confidential manner.

Your Right to Complain to the ICO

If your complaint relates to how we process your personal data, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO).
You can do this online at https://ico.org.uk/concerns/.

How to Make a Complaint to Lexingtons

You may raise your complaint with us in writing, by telephone, or via email. All complaints will be treated in the strictest confidence.

Telephone: 0207 435 7775
Email: info@lexingtons.com
Post:
Complaints Manager
Lexingtons
35 Belsize Lane
London NW3 5AS

When submitting your complaint, please provide as much detail as possible to help us resolve the issue efficiently. This should include:

  • The department and contact name (if known)
  • Whether this is a new complaint or a follow-up to a previous response
  • A clear description of what happened
  • What you would like us to do to resolve the matter
  • Your full postal address, telephone number, and email address

We aim to provide a full response within 21 working days of receiving your complaint. If we are unable to meet this timeframe, we will inform you in writing and provide an expected response date.

What Happens Next

Upon receiving your complaint, a Senior Manager will forward it to the relevant department and work with the appropriate personnel to ensure that your concerns are addressed. Our goal is to provide a clear and satisfactory resolution within 21 working days. If we need more time, we will explain the reasons and let you know when you can expect a full reply.

If You Are Not Satisfied with Our Response

If you are unhappy with our initial response, you may ask for a further review by contacting the Senior Manager again via telephone, email, or post, stating why you remain dissatisfied.

Where further investigation is justified, we will conduct this promptly and aim to provide a full response within 21 working days. If this is not possible, we will inform you and provide a revised timeline.

We encourage you to engage with us in good faith to resolve any outstanding issues before escalating your complaint externally.

Escalation to the Ombudsman

If, after completing our internal complaints procedure, you remain dissatisfied, you have the right to refer your complaint to the Property Redress Scheme (the Ombudsman).

All complaints must be submitted directly to the Ombudsman. Their contact details are:

Property Redress Scheme
1st Floor, Premiere House
Elstree Way
Borehamwood
WD6 1JH

3. Data Protection & Privacy

This is the privacy notice of Lexingtons.com Ltd trading as Lexingtons Estate and Letting agents. In this document, “we”, “our”, or “us” refer to Lexingtons.com.

We are company number 4514090 registered in UK.

Our registered office is at 216 Golders Green Road, London NW11 9AT

Introduction

  1. This is a notice to inform you of our policy about all information that we record about you. It sets out the conditions under which we may process any information that we collect from you, or that you provide to us. It covers information that could identify you (“personal information”) and information that could not. In the context of the law and this notice, “process” means collect, store, transfer, use or otherwise act on information.
  2. We regret that if there are one or more points below with which you are not happy, your only recourse is to leave our website immediately.
  3. We take seriously the protection of your privacy and confidentiality. We understand that all visitors to our website are entitled to know that their personal data will not be used for any purpose unintended by them, and will not accidentally fall into the hands of a third party.
  4. We undertake to preserve the confidentiality of all information you provide to us, and hope that you reciprocate.
  5. Our policy complies with UK law accordingly implemented, including that required by the EU General Data Protection Regulation (GDPR).
  6. The law requires us to tell you about your rights and our obligations to you in regards to the processing and control of your personal data. We do this now, by requesting that you read the information provided at knowyourprivacyrights.org
  7. Except as set out below, we do not share, or sell, or disclose to a third party, any information collected through our website.

The bases on which we process information about you

The law requires us to determine under which of six defined bases we process different categories of your personal information, and to notify you of the basis for each category.

If a basis on which we process your personal information is no longer relevant then we shall immediately stop processing your data.

If the basis changes then if required by law we shall notify you of the change and of any new basis under which we have determined that we can continue to process your information.

1. Information we process because we have a contractual obligation with you

When you create an account on our website, buy a product or service from us, or otherwise agree to our terms and conditions, a contract is formed between you and us.

In order to carry out our obligations under that contract we must process the information you give us. Some of this information may be personal information.

We may use it in order to:

  • verify your identity for security purposes
  • sell products to you
  • provide you with our services
  • provide you with suggestions and advice on products, services and how to obtain the most from using our website

We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract.

Additionally, we may aggregate this information in a general way and use it to provide class information, for example to monitor our performance with respect to a particular service we provide. If we use it for this purpose, you as an individual will not be personally identifiable.

We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.

2. Information we process with your consent

Through certain actions when otherwise there is no contractual relationship between us, such as when you browse our website or ask us to provide you more information about our business, including property related  information including addresses as well as other information related to additional  products and services, you provide your consent to us to process information that may be personal information.

Wherever possible, we aim to obtain your explicit consent to process this information, for example, by asking you to agree to our use of cookies.

Sometimes you might give your consent implicitly, such as when you send us a message by e-mail to which you would reasonably expect us to reply.

Except where you have consented to our use of your information for a specific purpose, we do not use your information in any way that would identify you personally. We may aggregate it in a general way and use it to provide class information, for example to monitor the performance of a particular page on our website.

If you have given us explicit permission to do so, we may from time to time pass your name and contact information to selected associates whom we consider may provide services or products you would find useful.

We continue to process your information on this basis until you withdraw your consent or it can be reasonably assumed that your consent no longer exists.

You may withdraw your consent at any time by instructing us at Lexingtons. com or via email on info@lexingtons.com. However, if you do so, you may not be able to use our website or our services further.

3. Information we process for the purposes of legitimate interests

We may process information on the basis there is a legitimate interest, either to you or to us, of doing so.

Where we process your information on this basis, we do after having given careful consideration to:

  • whether the same objective could be achieved through other means
  • whether processing (or not processing) might cause you harm
  • whether you would expect us to process your data, and whether you would, in the round, consider it reasonable to do so

For example, we may process your data on this basis for the purposes of:

  • record-keeping for the proper and necessary administration of our business
  • responding to unsolicited communication from you to which we believe you would expect a response
  • protecting and asserting the legal rights of any party
  • insuring against or obtaining professional advice that is required to manage business risk
  • protecting your interests where we believe we have a duty to do so

4. Information we process because we have a legal obligation

We are subject to the law like everyone else. Sometimes, we must process your information in order to comply with a statutory obligation.

For example, we may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.

This may include your personal information.

Specific uses of information you provide to us

5. Information provided on the understanding that it will be shared with a third party

Our website allows you to post information with a view to that information being read, copied, downloaded, or used by other people.

Examples include:

  • posting a message our forum
  • tagging an image
  • clicking on an icon next to another visitor’s message to convey your agreement, disagreement or thanks

In posting personal information, it is up to you to satisfy yourself about the privacy level of every person who might use it.

We do not specifically use this information except to allow it to be displayed or shared as mentioned above.

We do store it and may delete it and we reserve a right to use it in the future in any way we decide.

Once your information enters the public domain, we have no control over what any individual third party may do with it. We accept no responsibility for their actions at any time.

Provided your request is reasonable and there is no legal basis for us to retain it, then at our discretion we may agree to your request to delete personal information that you have posted. You can make a request by contacting us at www.lexingtons.com or email info@lexingtons.com.

6. Complaints regarding content on our website

Our website is a publishing medium that is password protected. Anyone may register and then publish information about himself, herself or some other person.

We attempt to moderate user generated content, but we are not always able to do so as soon as that content is published.

If you complain about any of the content on our website, we shall investigate your complaint.

If we feel it is justified or if we believe the law requires us to do so, we shall remove the content while we investigate.

Free speech is a fundamental right, so we have to make a judgment as to whose right will be obstructed: yours, or that of the person who posted the content that offends you.

If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.

7. Information relating to your method of payment

Payment information is never taken by us or transferred to us either through our website or otherwise. Our employees and contractors never have access to it.

At the point of payment, you may be transferred to a secure page on the website of WorldPay / SagePay / PayPal / MoneyBookers / Stripe or some other reputable payment service provider. That page may be branded to look like a page on our website, but it is not controlled by us.

8. Information about your direct debit

When you agree to set up a payment arrangement to or from us, the information you give to us is passed to our own bank, Santander Bank, for processing according to our instructions. We do keep a copy online within or bank’s secure server.

9. Job application and employment

If you send us information in connection with a job application, we may keep it for up to five years in case we decide to contact you at a later date.

If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for six years before destroying or deleting it.

10. Sending a message to our support team

When you contact us, whether by telephone, through our website or by e-mail, we collect the data you have given to us in order to reply with the information you need.

We record your request and our reply in order to increase the efficiency of our business .

We keep personally identifiable information associated with your message, such as your name and email address so as to be able to track our communications with you to provide a high quality service.

11. Complaining

When we receive a complaint, we record all the information you have given to us. We use that information to resolve your complaint.

If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.

We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.

12. Affiliate and business partner information

This is information given to us by you in your capacity as an affiliate of us or as a business partner.

It allows us to recognise visitors that you have referred to us, and to credit to you commission due for such referrals. It also includes information that allows us to transfer commission to you.

The information is not used for any other purpose.

We undertake to preserve the confidentiality of the information and of the terms of our relationship.

We expect any affiliate or partner to agree to reciprocate this policy.

Use of information we collect through automated systems when you visit our website

13. Cookies

Cookies are small text files that are placed on your computer’s hard drive by your web browser when you visit any website. They allow information gathered on one web page to be stored until it is needed for use on another, allowing a website to provide you with a personalised experience and the website owner with statistics about how you use the website so that it can be improved.

Some cookies may last for a defined period of time, such as one day or until you close your browser. Others last indefinitely.

Your web browser should allow you to delete any you choose. It also should allow you to prevent or limit their use.

Our website uses cookies. They are placed by software that operates on our servers, and by software operated by third parties whose services we use.

When you first visit our website, we ask you whether you wish us to use cookies. If you choose not to accept them, we shall not use them for your visit except to record that you have not consented to their use for any other purpose.

If you choose not to use cookies or you prevent their use through your browser settings, you will not be able to use all the functionality of our website.

We use cookies in the following ways:

  • to track how you use our website
  • to record whether you have seen specific messages we display on our website
  • to keep you signed in our site
  • to record your answers to surveys and questionnaires on our site while you complete them

to record the conversation thread during a live chat with our support team.

14. Personal identifiers from your browsing activity

Requests by your web browser to our servers for web pages and other content on our website are recorded.

We record information such as your geographical location, your Internet service provider and your IP address. We also record information about the software you are using to browse our website, such as the type of computer or device and the screen resolution.

We use this information in aggregate to assess the popularity of the webpages on our website and how we perform in providing content to you.

If combined with other information we know about you from previous visits, the data possibly could be used to identify you personally, even if you are not signed in to our website.

15.  Our use of re-marketing

Re-marketing involves placing a cookie on your computer when you browse our website in order to be able to serve to you an advert for our products or services when you visit some other website.

We may use a third party to provide us with re-marketing services from time to time. If so, then if you have consented to our use of cookies, you may see advertisements for our products and services on other websites.

Disclosure and sharing of your information

16. Information we obtain from third parties

Although we do not disclose your personal information to any third party (except as set out in this notice), we sometimes receive data that is indirectly made up from your personal information from third parties whose services we use.

No such information is personally identifiable to you.

17. Third party advertising on our website

Third parties may advertise on our website. In doing so, those parties, their agents or other companies working for them may use technology that automatically collects information about you when their advertisement is displayed on our website.

They may also use other technology such as cookies or JavaScript to personalise the content of, and to measure the performance of their adverts.

We do not have control over these technologies or the data that these parties obtain. Accordingly, this privacy notice does not cover the information practices of these third parties.

18. Credit reference

To assist in combating fraud, we share information with credit reference agencies, so far as it relates to clients or customers who instruct their credit card issuer to cancel payment to us without having first provided an acceptable reason to us and given us the opportunity to refund their money.

19. Data may be processed outside the European Union

Our websites are hosted in The UK.

We may also use outsourced services in countries outside the European Union from time to time in other aspects of our business.

Accordingly data obtained within the UK or any other country could be processed outside the European Union. We are certified under an approved certification mechanism as provided for in the GDPR

Access to your own information

20. Access to your personal information

20.1 – At any time you may review or update personally identifiable information that we hold about you, by signing in to your account on our website.

20.2 – To obtain a copy of any information that is not provided on our website you may send us a request at info@lexingtons.com.

20.3 – After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.

21. Removal of your information

If you wish us to remove personally identifiable information from our website, you may contact us at info@lexingtons.com.

This may limit the service we can provide to you.

22. Verification of your information

When we receive any request to access, edit or delete personal identifiable information we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.

Other matters

23. Use of site by children

We do not sell products or provide services for purchase by children, nor do we market to children. If you are under 18, you may use our website only with consent from a parent or guardian

24. Encryption of data sent between us

We use Secure Sockets Layer (SSL) certificates to verify our identity to your browser and to encrypt any data you give us.

Whenever information is transferred between us, you can check that it is done so using SSL by looking for a closed padlock symbol or other trust mark in your browser’s URL bar or toolbar.

25. How you can complain

If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the Information Commissioner’s Office. This can be done at https://ico.org.uk/concerns/

Or you can make your complaint, (which will be dealt with confidentially), in writing, by phone, or e-mail:

Phone: 0207 435 7775
Email: info@lexingtons.com

You can write to: Complaints Manager
Lexingtons, 35 Belsize Lane, NW3 5AS

We need the full details of the issue and people you are complaining about. This will help us address your concerns within our 21 day target. We need to know:

  • the department and contact name (if you have one)
  • whether this is an original complaint or a follow-up to a previous reply
  • what happened
  • what you would like us to do to sort things out
  • your full postal address, phone number and e-mail address

What happens next?

The senior manager at Lexingtons will pass your complaint to the relevant person in the department and will work with that person to ensure that you are given a satisfactory response within 21 working days. When we can’t do this we will explain why and give you a date by which you can expect a full reply.

If you are not satisfied with our reply

You should write, email or phone again, asking the senior manager to investigate your complaint further. Also tell us why you are not satisfied with our response.

If the senior manager feels that further investigation is justified further investigation will take place and you will receive a response within 21 working days. If this is not possible we will explain why and give you a date by which you can expect a full reply.

If a dispute is not settled then we hope you will agree to attempt to resolve it by engaging in good faith with us before contacting the Ombudsman.

Ombudsman

If you have gone through our complaints procedure and you are still not satisfied, you have the right to refer the matter to the Property Redress Scheme (the Ombudsman). You must make complaints to the Ombudsman directly. You can get more advice from the Ombudsman’s office at the following address:

Property Redress Scheme:
1st Floor, Premiere House, Elstree Way, Borehamwood, WD6 1JH

26. Retention period for personal data

Except as otherwise mentioned in this privacy notice, we keep your personal information only for as long as required by us:

26.1 – to provide you with the services you have requested;

26.2 – to comply with other law, including for the period demanded by our tax authorities;

26.3 – to support a claim or defence in court.

27. Compliance with the law

Our privacy policy has been compiled so as to comply with the law of every country or legal jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your jurisdiction, we should like to hear from you.

However, ultimately it is your choice as to whether you wish to use our website.

28. Review of this privacy policy

We may update this privacy notice from time to time as necessary. The terms that apply to you are those posted here on our website on the day you use our website. We advise you to print a copy for your records.

If you have any question regarding our privacy policy, please contact us.

Terms of Use

1. Lexingtons.com Limited

Lexingtons.com Limited is a private limited company registered in England and Wales whose registered address is Lexingtons.com Limited, 216 Golders Green Road, London, NW11 9AT and whose registered number is 04514090 and whose VAT number is 590 0222 73 and who are full Members of the Property Redress Scheme.

Lexingtons.com Limited owns the website located at http://www.lexingtons.com (the “Website”). By accessing and using the Website you the user agree to be bound by these terms and conditions (the “Terms”) which govern your access to and use of the Website.

3. Ownership and Use of Content

3.1 All text, data, charts, tables, software, video, music, sound, graphics, photographs, illustrations, artwork, names, logos, trade marks, service marks and other material on the Website (the “Content”) and all rights in it belongs to Lexingtons.com Limited. You may retrieve and display Content from the Website on a computer screen, print individual pages on paper (but not photocopy them) and store such pages in electronic form on USB drives (but not on any server or other storage device connected to a network) for your personal use. Content may not be copied, reproduced, republished, downloaded, posted, broadcast or transmitted in any other way.

3.2 You agree not to adapt, alter or create a derivative work from any of the Content on the Website or to use it for any purpose other than for your personal and non-commercial use.

4. Unlawful Use

You agree to use this Website only for lawful purposes and in a manner that does not infringe the rights of or restrict or inhibit the use and enjoyment of the Website by any third party. Such restriction or inhibition includes, but is not limited to, conduct which is defamatory, or which may harass, cause distress or inconvenience to any person and the transmission of obscene or offensive content or the disruption of normal flow of dialogue within the Website.

5. Intellectual Property Rights

5.1 All copyright, trade marks, database rights and other intellectual property rights that may exist in this Website and the Content shall remain at all times the property of Lexingtons.com Limited.

5.2 The trade marks, service marks and logos used and displayed on this Website (“Trade Marks”) are registered or unregistered trade marks of Lexingtons.com Limited. Nothing on this Website should be construed as granting, by implication or otherwise, any licence or right to use any Trade Mark without written permission from Lexingtons.com Limited. The name of Lexingtons.com Limited may not be used in any way, including in advertising or publicity pertaining to distribution of Content without the prior written permission of Lexingtons.com Limited.

6. Liability

6.1 The Website and Content is provided “AS IS” and on an “AS AVAILABLE” basis and Lexingtons.com Limited does not guarantee the accuracy, timeliness, completeness, performance or fitness for a particular purpose of the Website or any Content. All implied warranties, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy are excluded from these Terms to the extent that they may be excluded as a matter of law.

6.2 In no event will Lexingtons.com Limited be liable for any loss including, without limitation, indirect or consequential loss, or any damages arising from loss of use, data or profits, whether in contract, tort or otherwise, arising out of or in connection with the use of this Website.

6.3 Lexingtons.com Limited has tried to ensure that all the Content provided on the Website is correct at the time of publication. The Content is provided on an information basis only and should not be relied upon. No responsibility is accepted by or on behalf of Lexingtons.com Limited for any errors, omissions, or misleading Content on the Website or on any websites to which the Website connects. This includes, but is not limited to, third party propertyportals like Zoopla and Rightmove.

6.4 Lexingtons.com Limited does not warrant that the Website or Content will be uninterrupted or error free, that any defects will be corrected, or that this Website or the server that makes it available are free of viruses or bugs.

7. Privacy

You must read and accept the Lexingtons.com Limited Privacy Policy which details what type of personal information Lexingtons.com Limited may collect from you when you visit the Website and how Lexingtons.com Limited may store and use the information in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications Act 2003.

8. Changes to the Terms

Lexingtons.com Limited reserve the right, at its discretion, to make changes to any parts of the Website or these Terms. When these Terms are amended, Lexingtons.com Limited will publish details of the amendments within this section of the Website. Your continued use of the Website is taken as your agreement to be bound by these Terms as amended.

9. Jurisdiction

These Terms shall be governed by and construed in accordance with English Law and subject to the exclusive jurisdiction of the English Courts.

10. Severability

If these Terms or any part of them should be determined to be illegal, invalid or otherwise unenforceable under the laws of any state or country in which these Terms are intended to be effective, then to the extent that they are so illegal, invalid or unenforceable, they shall in that state or country be treated as severed and deleted from these Terms and the remaining Terms shall survive and remain in full force and effect and continue to be binding and enforceable in that state or country.

11. Conflict

If there is any conflict between these Terms and any other written agreement between you and Lexingtons.com Limited then the latter shall prevail.

12. Events Beyond Our Control

Lexingtons.com Limited will not be responsible for any breach of these Terms caused by circumstances beyond its reasonable control.

13. Links

Lexingtons.com Limited is not responsible for the availability or content of any third party websites or material you access through this Website.

14. File Download

Certain files of Content are available for download from the Website. These files of Content are subject to these Terms.

15. Contact

If you wish to contact Lexingtons.com Limited regarding the Website, these Terms or the Privacy Policy please contact us by post or in person at Lexingtons.com Limited, 35 Belsize Lane, NW3 5AS or telephone on: 0207 435 7775.