Privacy Policy

GDPR & Privacy Notice – Real Big Estates Ltd

How We Handle and Use Your Information

At Real Big Estates Ltd, we are committed to protecting your privacy and handling your personal data with transparency and care. This Privacy Notice outlines how we collect, process, store, and share your information, particularly in light of our new Artificial Intelligence (AI) powered services. Please read this document carefully to understand our practices. Your continued engagement with our services and website signifies your acceptance of this policy.

1. Definitions and Interpretation

For clarity within this document, the following terms are defined:

• Data: Any information you provide to us, whether through our website, contact forms, emails, or telephone calls, that can directly or indirectly identify an individual.
• We/Us/Our: Refers to Real Big Estates Ltd, a company registered in England and Wales.
• You/Your: Refers to any user of our website or services.
• The Website: Encompasses any online platform or website operated by Real Big Estates Ltd.
• UK GDPR: The retained EU law version of the General Data Protection Regulation (Regulation (EU) 2016/679) as it forms part of the law of England and Wales, Scotland and Northern Ireland by virtue of section 3 of the European Union (Withdrawal) Act 2018.

2. Company Information

Real Big Estates Ltd T/A Petty Real & Wright Marshall Estate Agents

Address: The Old Red Lion, 2-4 Manchester Road, Burnley, BB11 1HH

Telephone: 01282 415111

Contact: Nick Hale ([email protected])

Company Registration Number – 08574143

VAT Number – 164527011

We are dedicated to upholding the principles of the UK GDPR and the Data Protection Act 2018, ensuring your data protection rights are respected.

3. Your Rights as a Data Subject

Under the UK GDPR, you possess several important rights concerning your personal data:

• The Right to be Informed: You have the right to be informed about the collection and use of your personal data.
• The Right of Access: You can request access to the personal information we hold about you.
• The Right to Rectification: You have the right to have inaccurate personal data rectified, or completed if it is incomplete.
• The Right to Erasure (also known as ‘the right to be forgotten’): You can request the deletion or removal of personal data where there is no compelling reason for its continued processing.
• The Right to Restrict Processing: You have the right to block or suppress the processing of your personal data in certain circumstances.
• The Right to Data Portability: You have the right to obtain and reuse your personal data for your own purposes across different services.
• The Right to Object: You have the right to object to the processing of your personal data in certain circumstances, including direct marketing.
• Rights in relation to automated decision-making and profiling: You have rights regarding decisions made solely on automated processing, including profiling, which produce legal or similarly significant effects concerning you.

4. Data Collection and AI-Powered Processing Activities

We collect personal data when you interact with us, whether through our website, email, or telephone. Our commitment to efficiency and service enhancement has led us to integrate Artificial Intelligence (AI) into some of our operations, as detailed below:

VoiceAI for Call Handling and Transcription

To manage incoming call volumes effectively and ensure accurate record-keeping, certain departments utilise VoiceAI. This system facilitates efficient routing of your inquiries and enhances our customer service capabilities.

• Processing Details: When you call these departments, your conversation may be recorded and subsequently transcribed into text by our VoiceAI system. This process is designed to capture the essence of your inquiry and any relevant details.
• Data Storage: The resulting call transcripts, which may contain personal data, are securely saved within our Customer Relationship Management (CRM) system. This integration ensures a comprehensive record of your interactions with us.
• Purpose and Lawful Basis: The primary purpose of this processing is to improve the accuracy of handling your inquiries, enhance our service delivery, and for internal training and quality assurance. Our lawful basis for this processing is legitimate interests, specifically to operate our business efficiently and provide high-quality customer service, balanced against your rights and freedoms. Where sensitive personal data is processed, we rely on your explicit consent or another appropriate lawful basis under UK GDPR Article 9.
• Your Rights: You will be informed at the outset of the call if VoiceAI is in use and if the call is being recorded. You have the right to object to this processing. If you object, alternative communication methods will be offered.

AI for Automated Email Responses

To ensure timely and relevant responses to your written communications, we employ AI systems to analyse and automatically respond to certain incoming emails.

• Processing Details: Our AI system reviews the content of incoming emails to identify the nature of your inquiry. Based on this analysis, it may generate an immediate automated response or intelligently route your email to the most appropriate department or individual within Real Big Estates Ltd.
• Purpose and Lawful Basis: This AI-driven process aims to significantly reduce response times and ensure your inquiries are directed to the correct team for efficient resolution. The lawful basis for this processing is legitimate interests, focused on enhancing operational efficiency and improving customer satisfaction through prompt communication. We ensure that such automated responses do not involve automated decision-making that produces legal or similarly significant effects concerning you without human review.
• Your Rights: While AI assists in initial email handling, critical or complex inquiries are always escalated for human review. You have the right to request human intervention and challenge any automated decision.

5. Lawful Bases for Processing Your Data

We rely on the following lawful bases under UK GDPR for processing your personal data:

• Consent: We will process your personal data where you have given us clear consent for a specific purpose, such as receiving marketing communications.
• Contract: Processing is necessary for the performance of a contract with you, or to take steps at your request before entering into a contract (e.g., processing property inquiries or service agreements).
• Legal Obligation: We will process your personal data where it is necessary for us to comply with a legal or regulatory obligation.
• Legitimate Interests: We may process your personal data where it is necessary for our legitimate interests or those of a third party, provided these interests do not override your fundamental rights and freedoms. This includes improving our services, ensuring operational efficiency, and preventing fraud.

6. How We Use Your Information

Your personal information is processed and stored securely, only for as long as necessary to fulfil the purposes for which it was collected. We use your information to:

• Respond to your emails and inquiries, including through AI-powered automated responses.
• Process and record telephone inquiries via VoiceAI transcripts for accuracy and service improvement.
• Provide you with details on properties or services you have requested or that we believe may be of interest to you.
• Maintain accurate internal records within our CRM system.
• Comply with legal and regulatory requirements.

7. Storage and Sharing of Your Data

• Data Storage: Your personal data is primarily stored within the United Kingdom. Should any data be transferred outside the UK or the European Economic Area (EEA), we ensure that appropriate safeguards are in place, such as Standard Contractual Clauses or adequacy decisions, to guarantee the protection of your data in accordance with UK GDPR requirements.
• Data Sharing: We may share your data with trusted third-party service providers who assist us in delivering our services (e.g., CRM providers, AI tool providers, IT support). All such third parties are contractually bound to comply with stringent data protection laws and are only permitted to process your data for specified purposes under our instructions. We do not sell your personal data to third parties.

8. Accessing Your Data

To exercise your Right of Access and request a copy of the personal information we hold about you, please contact us using the details provided in Section 2. We aim to respond to all Subject Access Requests within one month.

9. Changes to This Policy

This Privacy Notice may be updated periodically to reflect changes in our data processing practices or legal requirements. Any revisions will be posted on our website, and the updated policy will become effective immediately upon posting. We encourage you to review this page regularly to stay informed about how we are protecting your information.

10. Complaints

If you have concerns or complaints regarding our use of your personal data, please contact us directly at 01282 415111. We are committed to resolving any issues promptly and to your satisfaction. Should you remain dissatisfied, you have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK’s independent authority for upholding information rights.

Information Commissioner’s Office (ICO) Contact Details :Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AFWebsite: https://ico.org.uk

Date of Last Revision: February 11, 2026