For the foreseeable future, all branches will be closed but a core team will be working remotely Monday - Friday 9.30am - 5.30pm to keep core business activities going. Only emergency maintenance will be handled over the weekends.

Cardiff: 02920 640200 Newport: 01633 223300 Pontypridd: 01443 402400 ADVERTISE NOW ›

Privacy Notice


Pinnacle Letting Agents care about your data and are committed to ensuring that we store, record and process it effectively and in a timely manner. When handling such information, the organisation, and all staff or others who process or use any personal information, must comply with the General Data Protection Regulations 2018 (GDPR).

We are registered with the Information Commissioners Office and have set out below how data is used within our company, so you feel reassured your privacy and data is protected.

When and why we collect personal data


We will collect some personal information from you, our customers, so we can carry out the process of providing a lettings or estate agency service. This could be at an initial enquiry stage about a property or service we provide or in order to set up tenancy and landlord agreements. You will always be asked for your consent before providing these details, so you can understand how and why we may contact you and that we may keep records on file for a specified period of time.

What information is collected


Information is collected by us, when you interact with us as a company via the telephone, face to face or online. The information collected will help us to perform our services and meet our legal obligations as a letting and estate agent. We will limit the information we collect to the minimum required to carry out our service and if you are not a current customer, then we will ask for consent before we contact you for marketing purposes.


Land Registry Information


From time to time, we may contact the Land Registry to ascertain who is the legal owner of a Property. This information could be used for both compliance checks and to contact prospective landlords. If a landlord is not a current customer, they will be asked to sign up to receive further information from us.

Data Storage and protecting your information


We have an internal records retention policy which sets out time-frames to destroy personal information when it is no longer required by the company, both in hard copy and electronic formats and is in accordance with statutory requirements. In addition, we have a data security policy which details how the company will securely hold, transfer and destroy data and the obligations of employees within the company. We use a confidential waste company to shred and destroy hard copies of data and they provide a certification of destruction of material when we send it to them, so we can guarantee an audit trail.

All employees undergo data protection training, so they understand the importance of handling your data properly and in accordance with the law. Landlord and tenant data is logged using our software provider and their data policy can be found here: Tenants and Landlords can log into this system to keep their details updated. If you require further information on how to do this, please call 02920 640200.

The company operates a clear desk policy, so no personal information should be left unattended or on display at any point.

Who we share your information with


Data will only be shared with those involved in providing lettings services such as staff, landlords, tenants and contractors or third parties if they are required to carry out the service that we provide to you. We do not share credit card or other financial information for marketing purposes.

Third parties who require access to data in order to carry out their activities must comply with the data security standards and procedures set out in the agreement between the parties. Examples include referencing or utility companies or official bodies such as councils and HMRC.  Material that includes small amounts of personal data (e.g. contractor job sheets) can usually be used in paper form as long as adequate transit and disposal processes are followed (e.g. shredding job sheets on invoice completion). All contractors will have signed an agreement setting out their obligations to protecting your data under the GDPR law before data is given to them.

The transfer of larger amounts of personal data will only happen by secure electronic means which entails encrypted connections over the internet using a secure server (SSL). The transfer of data by attachment to an email is not acceptable even if the attachment is password protected. Before setting up a secure data transfer arrangement the Company will require the third party to provide information (e.g. data security policy and technical security document) on how the data is securely transferred, stored and destroyed).

 In addition, if we receive a request from an official regulatory body or government department, we may well be required by law to pass on information they have requested.

Marketing preferences


You will always be asked if and how we can contact you. If you are an existing customer, we will keep your contact details on file to notify you about anything to do with your property or to provide you information about products or services that may be of interest to you throughout the duration of our business relationship. Contact details will be automatically removed from our mailing list 18 months after our service to you ends, unless you request this information to be removed before this date. All mailing lists will carry out a re-permissioning exercise every two years to ensure you are still happy to receive content from us.

You will be asked for your contact preferences to ensure that we are only sending information that is relevant to you. If you would like to change your preferences at any time, please contact us and we will update your details. If you receive any electronic communication that you no longer wish to receive, please use the unsubscribe link at the bottom of every email.

For marketing purposes, we primarily use MailChimp for electronic communication and their privacy policy can be found here:

Your data will not be passed onto a third party for marketing purposes unless you have specified you would like Pinnacle to do this on your behalf.




Website data


Cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come from geographically, and the pages they have visited, the devices and browsers the visitor is using.

More information about how and why we use cookies can be found here:


Who to contact if you think there is a problem


If you feel there is an issue with how your details are being used, please contact our Cardiff office on or phone 02920 640200 and ask to speak to a manager.

Company information


Pinnacle Letting Agents is a trading name of Pinnacle Property (Cardiff) Ltd. The registered address is 3-5 Fanny Street, Cathays, Cardiff, CF24 4EG, company number 3355056.

Date of last update


This notice was last updated in October 2018.

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