Please find enclosed all legally required company information, including our Complaints Procedure and Privacy Policy. Should you require any further details or have any questions, please do not hesitate to contact us in writing or by telephone. We will be happy to assist you in the best possible way.
Complaints process
Effective date: 5th October 2025 Review date: 1st July 2026
Sovereign Estates are committed to providing you with the highest level of service possible, but sometimes, things can go wrong. By letting us know when you have a problem, we can work with you to understand what has happened and put it right. This easy to use guide tells you how to make us aware of your views so we can address any concerns you may have, quickly and professionally.
How do I report a complaint?
The first thing you need to do is contact us and let us know what part of our service you are unhappy with. You can report your concerns to us by phone, in writing by post , or you can send us an email.
We will aim to resolve any issues immediately, however if this is not possible then your concerns well be escalated to a manager who will investigate the matter.
Address: Suite 12, 25 Hyde Gardens, Eastbourne, East Sussex BN21 4PX
Phone: 01323 692860
Email: james@sovereign-estates.co.uk
What happens next?
Once we have your complaint, we will:
- Send you written acknowledgment within three working days which will outline who is responsible for investigating the issues raised.
- Collate as much information as possible and liaise with the various departments involved to establish all the facts.
- Send a detailed response within fifteen working days, informing you of the outcome and ask if the suggested resolution is satisfactory. If we need more time to resolve your concerns however, you will receive a written explanation for the delay.
- All complaints are kept confidential and will be dealt with in a fair and unbiased way. If we do not hear from you within eight weeks of our response, we will assume the matter has been resolved and the complaint will be closed.
- Should you have any concerns in the meantime however, please contact the member of staff who’s name appears on the letter of acknowledgment
Still not happy?
After receiving our response, if you feel your complaint has not been fully addressed, please let us know and we will aim to resolve the matter for you.
Your concerns will be acknowledged within three working days of receipt and your complaint will be passed onto to an alternative, more senior member of staff for consideration.
Where possible, a final response will then be issued within fifteen working days. If we are unable to respond to you within this timescale, we will contact you to let you know when we anticipate a resolution, and inform you of your right to appeal to a third party.
If you are still not satisfied with the outcome, we would advise that you contact our independent redress scheme.
Independent redress scheme
Property redress
Phone: 0333 321 9418
Email: info@propertyredress.co.uk
Website: www.propertyredress.co.uk
You must refer your complaint to the redress scheme within six months of our final correspondence regarding the complaint.
Send your complaint to Propertymark
If neither the agent nor the independent redress scheme has resolved your complaint satisfactorily—and the agent is a Propertymark member—you can escalate the matter to us. We will investigate where there is evidence that the agent has breached our Conduct and Membership Rules.
Privacy policy
Effective date: 19th June 2026 Review date: 1st June 2027
At Sovereign Estates (“we”, “us”, “our”), we are committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, disclose and protect your personal information when you use our website, engage our services, enquire about a property, become a landlord, tenant, buyer, seller, contractor or supplier, or otherwise interact with us.
This Privacy Policy has been prepared in accordance with:
- UK General Data Protection Regulation (UK GDPR)
- Data Protection Act 2018
- Privacy and Electronic Communications Regulations (PECR)
- Data (Use and Access) Act 2025 and subsequent amendments to UK data protection legislation.
WHO WE ARE
Sovereign Estates is the trading name of J Foster Holdings Limited, and is a property agency providing:
- Residential Property Sales
- Residential Lettings
- Property Management
- Overseas Property Sales
- Property Valuation Services
- Associated Property Services
Data Controller
J Foster Holdings Limited trading as Sovereign Estates
Website: www.sovereign-estates.co.uk
Email: eastbourne@sovereign-estates.co.uk
Telephone: 01323 692860
For data protection enquiries, please contact us using the details above.
INFORMATION WE COLLECT
We may collect and process the following categories of personal information:
Identity Data
- Full name
- Date of birth
- Proof of identity documents
- Passport information
- Driving licence details
Contact Data
- Postal address
- Email address
- Telephone numbers
Financial Data
- Bank account information
- Mortgage information
- Proof of funds
- Rental payment information
Property Data
- Property ownership details
- Property valuations
- Viewing history
- Offer history
- Tenancy information
Technical Data
- IP address
- Browser type
- Device information
- Website usage information
- Cookie information
Marketing Data
- Communication preferences
- Property search requirements
- Subscription preferences
HOW WE COLLECT INFORMATION
We collect personal information:
- Directly from you
- Through our website
- Through property portals
- Through telephone calls
- Through email correspondence
- During property viewings
- Through tenancy applications
- Through anti-money laundering checks
- Through publicly available sources
- From third parties involved in property transactions
WHY WE USE YOUR INFORMATION
We process personal information for the following purposes:
Property Sales and Lettings
- Arranging viewings
- Conducting valuations
- Marketing properties
- Negotiating offers
- Managing transactions
- Tenant referencing
Property Management
- Managing tenancy agreements
- Rent collection
- Maintenance coordination
- Legal compliance
Legal and Regulatory Requirements
- Anti-Money Laundering (AML) checks
- Right to Rent checks
- Fraud prevention
- Regulatory compliance
Customer Service
- Responding to enquiries
- Providing updates
- Resolving complaints
Marketing
- Sending property alerts
- Market updates
- Service information
- Promotional communications where permitted
OUR LAWFUL BASIS FOR PROCESSING
We process personal information under one or more of the following lawful bases:
Contract
Where processing is necessary to perform a contract with you or to take steps prior to entering into a contract.
Legal Obligation
Where we are required to process information to comply with legal obligations.
Legitimate Interests
Where processing is necessary for our legitimate business interests, including:
- Property marketing
- Business administration
- Fraud prevention
- Network security
- Customer relationship management
- Service improvement
Where required, we balance these interests against your rights and freedoms. The Data (Use and Access) Act 2025 introduced additional recognised legitimate interests in certain circumstances.
Consent
Where required by law, including certain marketing activities and specific cookie technologies.
WHO WE SHARE INFORMATION WITH
We may share information with:
- Buyers and sellers
- Landlords and tenants
- Solicitors and conveyancers
- Mortgage brokers
- Referencing agencies
- Utility providers
- Contractors and maintenance companies
- Deposit protection schemes
- Government authorities
- Regulatory bodies
- Technology and software providers
All third parties are required to process information securely and lawfully.
INTERNATIONAL DATA TRANSFERS
Some service providers may process information outside the United Kingdom.
Where this occurs, we ensure appropriate safeguards are in place, including:
- UK International Data Transfer Agreements (IDTAs)
- UK adequacy regulations
- Contractual safeguards required by UK GDPR
HOW LONG WE KEEP INFORMATION
We retain information only for as long as necessary for the purposes for which it was collected.
Typical retention periods include:
| Record Type | Retention Period |
|---|---|
| Property enquiries | Up to 3 years |
| Sales transaction records | Up to 7 years |
| Lettings records | Up to 7 years after tenancy ends |
| AML records | Minimum 5 years |
| Financial records | Minimum 6 years |
| Complaint records | Up to 6 years |
| Marketing preferences | Until withdrawn or reviewed |
Retention periods may be extended where required by law or where legal claims may arise.
YOUR RIGHTS
You have the right to:
- Access your personal information
- Request correction of inaccurate information
- Request erasure in certain circumstances
- Restrict processing
- Object to processing
- Data portability
- Withdraw consent at any time
- Object to direct marketing
Requests should be made using the contact details above.
COMPLAINTS ABOUT DATA PROTECTION
Under the Data (Use and Access) Act 2025, organisations must have procedures for handling data protection complaints.
If you have concerns about how we use your personal information, please contact us first.
We will:
- Acknowledge your complaint
- Investigate the matter
- Respond within a reasonable timeframe
- Inform you of the outcome
If you remain dissatisfied, you may complain to:
Information Commissioner’s Office (ICO)
AUTOMATED DECISION-MAKING
Sovereign Estates does not generally make decisions that have legal or similarly significant effects solely through automated processing.
Where automated systems assist decision-making, appropriate safeguards will be maintained and individuals may request human review where applicable.
MARKETING COMMUNICATIONS
You may receive marketing communications where:
- You have requested information from us;
- You have engaged our services;
- We believe the communication is relevant to your property interests; or
- You have provided consent where required.
You can opt out at any time by:
- Clicking the unsubscribe link in emails;
- Contacting us directly; or
- Updating your preferences.
COOKIES
Our website uses cookies and similar technologies.
These may include:
- Essential cookies
- Analytics cookies
- Functionality cookies
- Marketing cookies
Where required, we will seek consent before placing non-essential cookies.
Further information can be found in our Cookie Policy.
The Data (Use and Access) Act 2025 introduced limited exemptions for certain low-risk technologies; however, Sovereign Estates remains committed to transparency and obtaining consent where appropriate.
WEBSITE SECURITY
We implement appropriate technical and organisational measures to protect personal information, including:
- Secure hosting
- Encryption technologies
- Access controls
- Staff training
- Secure document handling
While we take reasonable steps to protect information, no transmission over the internet can be guaranteed completely secure.
THIRD-PARTY WEBSITES
Our website may contain links to third-party websites.
We are not responsible for the privacy practices of external websites and recommend reviewing their privacy policies separately.
16. CHANGES TO THIS POLICY
We may update this Privacy Policy from time to time to reflect legal, regulatory or operational changes.
The latest version will always be available on our website.
Contact Us
If you have any questions about this Privacy Policy or our data practices, please contact us at:
Sovereign Estates
Suite 12, 25 Hyde Gardens, Eastbourne BN21 4PX
01323 692860
eastbourne@sovereign-estates.co.uk
Sovereign Estates Information
Name of Company
J Foster Holdings Limited trading as Sovereign Estates
Registered Office
Suite 12, 25 Hyde Gardens, Eastbourne BN21 4PX
Contact Details
eastbourne@sovereign-estates.co.uk
01323 692860
Company Registration no.
16062822
VAT Number
499 2822 35
iCO Registration
ZB974485
Regulatory Authority
Property Redress – PRS053997
PRS MemberShip Certificate.pdf
Client Money Protection
J Foster Holdings Ltd- CMP Ceritificate -30092026.pdf
Client Money Handling Procedure
www.propertymark.co.uk/professional-standards/rules.html#obligations
Referral Fee Disclosure Statement
At times, we may introduce or recommend third-party service providers—such as mortgage brokers, insurance advisors, surveyors, conveyancers, contractors, or other property-related professionals—to assist you with your transaction.
Please be aware that:
- You are under no obligation to use any third-party service we recommend. You are free to choose any provider you prefer.
- Should you decide to instruct a recommended provider, we may receive a referral fee for introducing you to them.
- Referral fees vary depending on the provider and service but typically range from £50.00 to £500.00.
- Any referral arrangement does not affect the price you pay for the third-party service, nor does it influence the advice you receive from them.
We provide recommendations solely to support our clients and ensure you have access to trusted, reliable professionals. If you have any questions regarding referral fees or would like further clarification, please contact us and we will be happy to assist.
