Privacy Policy
GRAYCO GROUP operates with strict privacy as a foundation, not a formality. The nature of our work demands it. Every piece of information we hold about you is treated with the discretion our clients expect and deserve.
Who We Are
GRAYCO GROUP is a private household and life management firm registered in England and Wales. We provide relocation, settlement, and ongoing household management services to high net-worth individuals, professional athletes, senior executives, and international families in the North East of England.
For the purposes of UK data protection law, GRAYCO GROUP is the Data Controller in respect of the personal information we hold about you. Our contact details are set out at the end of this policy.
The Information We Collect
We collect only the personal information necessary to provide our services to the standard our clients require. Depending on your engagement with us, this may include:
- Identity information — full name, date of birth, nationality, and where relevant, professional role or club affiliation
- Contact information — home address, telephone numbers, and email addresses
- Family information — partner and children's details where required for school, healthcare, or settlement coordination
- Property information — details of properties you occupy, rent, or own, including access arrangements and security requirements
- Financial information — billing details, payment records, and cost approvals relating to our services
- Health and medical information — only where you have provided this in connection with healthcare registration or specific service requirements
- Vehicle information — registration, insurance, and servicing details where vehicle management is within scope
- Communications — correspondence and instructions you share with us in the course of our engagement
- Referral source information — details of the professional who referred you to us, where applicable
We do not collect information about you that we do not need. If you ask us not to hold a particular category of information, we will discuss with you whether this is operationally compatible with the services you require.
How We Use Your Information
We use your personal information exclusively for the following purposes:
- Delivering the relocation, settlement, and household management services you have engaged us to provide
- Coordinating with vendors, contractors, and service providers on your behalf — always under confidentiality obligations
- Managing billing, invoicing, and financial administration in connection with your engagement
- Communicating with you about your account, services in progress, and matters requiring your instruction or approval
- Maintaining accurate records of your household, preferences, and service history to enable consistent, high-quality delivery
- Complying with our legal and regulatory obligations
We do not use your information for marketing purposes. We do not profile you. We do not make automated decisions about you using your personal data.
Our Legal Basis for Processing
Under the UK General Data Protection Regulation (UK GDPR), we are required to identify a lawful basis for processing your personal data. We rely on the following:
- Contract performance — the majority of our processing is necessary to deliver the services set out in our engagement agreement with you
- Legitimate interests — where processing is necessary for the legitimate operational interests of our business, provided those interests are not overridden by your rights
- Legal obligation — where we are required to process information to comply with applicable law, including financial record-keeping obligations
- Explicit consent — for any special category data such as health information, we will always seek your explicit consent before processing
Sharing Your Information
We do not sell, rent, or trade your personal information. We do not share it with any third party for their own purposes.
In the course of delivering our services, we may share limited information with trusted vendors and service providers — contractors, estate agents, healthcare providers, domestic staffing agencies, and similar — solely to the extent necessary to fulfil your instructions. All such parties are required to handle your information confidentially and may not use it for any purpose other than the specific service they are providing.
We will never share information about you with your employer, club, agent, or any institutional party without your explicit written instruction. This is a structural commitment, not a policy preference.
Where a referral partner introduced you to GRAYCO GROUP, we do not routinely share information about your engagement with them. Unless you instruct us otherwise, that relationship is one-directional.
We may disclose your information where we are legally required to do so — for example, in response to a court order or regulatory demand. We will notify you of any such requirement wherever we are legally permitted to do so.
How We Protect Your Information
We take the security of your personal information seriously. We maintain appropriate technical and organisational measures to protect your data against unauthorised access, disclosure, alteration, or loss. These include:
- Encrypted storage of client records and communications
- Access controls limiting who within our organisation can view sensitive client information
- Confidentiality obligations binding all personnel and contractors who work with us
- Regular review of our security practices as our operations evolve
No method of electronic storage or transmission is entirely secure. In the unlikely event of a data breach that poses a risk to your rights, we will notify you and the Information Commissioner's Office as required by law.
How Long We Retain Your Information
We retain your personal information for as long as necessary to deliver our services and meet our legal obligations. In practice:
- Information relating to your active engagement is retained for the duration of our relationship
- Financial records are retained for a minimum of six years following the end of our engagement, in accordance with HMRC requirements
- Other operational records are typically retained for three years following the end of our engagement, after which they are securely deleted
- Where you have provided health or other special category information that is no longer required for service delivery, we will delete it promptly
Your Rights
Under UK GDPR, you have the following rights in relation to your personal information:
- Right of access — you may request a copy of the personal information we hold about you
- Right to rectification — you may ask us to correct inaccurate or incomplete information
- Right to erasure — you may ask us to delete your information in certain circumstances
- Right to restriction — you may ask us to limit how we use your information in certain circumstances
- Right to portability — you may ask us to provide your information in a portable format where technically feasible
- Right to object — you may object to processing based on legitimate interests
- Right to withdraw consent — where processing is based on your consent, you may withdraw it at any time without affecting the lawfulness of prior processing
To exercise any of these rights, please contact us using the details below. We will respond within one calendar month. There is no charge for making a request.
If you are not satisfied with how we handle your request, you have the right to lodge a complaint with the Information Commissioner's Office at ico.org.uk or by calling 0303 123 1113.
Cookies and Website Data
Our website uses strictly necessary cookies only to enable basic site functionality. We do not use tracking, analytics, or advertising cookies. We do not use third-party tracking technologies or participate in any advertising network.
If you contact us via our website enquiry form, the information you provide will be used solely to respond to your enquiry and will not be added to any marketing list.
Changes to This Policy
We may update this privacy policy from time to time to reflect changes in our practices or in applicable law. The date at the top of this page will always reflect the most recent revision. For active clients, we will communicate any material changes directly.
Contact Us
All privacy enquiries, subject access requests, and data-related concerns should be directed to us directly. We take these seriously and will respond promptly.
GRAYCO GROUP
Data Controller — England & Wales