Privacy Policy

Portrait Group Limited

Privacy Policy

How Portrait Group Limited collects, uses and protects personal information.

Introduction

This Privacy Policy explains how Portrait Group Limited collects, uses, stores, shares, and protects personal information when you use our website, contact us, enquire about our services, use our digital platforms, or engage with us as a client, supplier, partner, or representative of an organisation.

In this Privacy Policy, “Portrait”, “we”, “us” and “our” refer to Portrait Group Limited.

Our contact details are:

Portrait Group Limited International House South Molton Street London W1K 5QF

Telephone: 03300 30 30 30 Email: business@portrait.org.uk

This Privacy Policy should be read together with our Cookie Policy and any other terms, policies, or service agreements that apply to your use of our website, platform, or services.

Who we are

Portrait provides property intelligence, LiDAR scanning, measurement, analysis, and evidence-led services to help businesses better understand their premises and identify potential cost reductions.

Our services may include, but are not limited to:

Business rates reduction reviews

Surface water charge reduction reviews

Insurance reduction and policy evidence reviews

Property scanning and measurement

Area schedules and site evidence packs

Digital property data, plans, models, and reports

Client communication, support, and account management

We may process personal information in connection with providing these services, managing client relationships, responding to enquiries, operating our website or platform, and meeting our legal and regulatory obligations.

What personal information do we collect?

The personal information we collect depends on how you interact with us.

We may collect and process the following types of information.

Contact information

We may collect your name, job title, company name, address, telephone number, email address, and any other contact details you provide to us.

We may collect this information when you:

Complete a website form

Contact us by email, telephone, post, or online enquiry

Request information about our services

Ask us to assess a property or potential reduction opportunity

Become a client, supplier, partner, or professional contact

Communicate with us during the delivery of our services

We use this information to respond to enquiries, provide our services, manage our relationship with you, send relevant service information, and maintain accurate business records.

Property and service information

Where we provide services relating to a property, we may collect information about the property, business premises, occupancy, use, layout, floor areas, site conditions, drainage arrangements, insurance details, rating information, utility information, and other details relevant to the service being provided.

This information may include:

Property address

Site plans, floor plans, photographs, scans, measurements, or models

Business rates information

Surface water and drainage information

Insurance policy, schedule, or statement of fact information

Building use and occupation details

Contact details for landlords, managing agents, brokers, insurers, suppliers, or other relevant parties

Supporting evidence provided by you or obtained during our work

Some of this information may relate to a business rather than an individual. However, where it identifies an individual, or can be linked to an individual, we treat it as personal information.

We use this information to assess potential savings, prepare evidence packs, communicate with relevant third parties where authorised, and deliver the services you have requested.

Website and platform activity information

When you use our website or any digital platform operated by Portrait, we may automatically collect technical and usage information.

This may include:

IP address

Browser type and version

Device type

Operating system

Date and time of access

Pages visited

Time spent on pages

Referring websites or links

Website interaction data

Login or account activity, where applicable

Error reports, performance data, and diagnostic information

We use this information to operate, secure, monitor, improve, and maintain our website and platform.

Communications information

We may collect information contained in correspondence between you and Portrait.

Emails

Telephone notes

Online form submissions

Support requests

Meeting notes

Documents, photographs, files, or evidence you provide to us

Feedback, comments, or queries

Where calls or meetings are recorded, we will normally inform you unless recording is obvious or necessary for security, training, quality, legal, or evidential purposes.

How do we collect personal information?

We may collect personal information directly from you when you provide it to us.

We may also collect information from:

Your employer or organisation

Your professional advisers

Brokers, insurers, landlords, managing agents, water companies, billing authorities, valuation bodies, or other third parties involved in the services

Public registers and public sources

Government or local authority records

Online forms, website analytics, and cookies

Documents, policies, bills, schedules, or property records supplied to us

Property inspections, surveys, scans, photographs, and site visits

We only collect information that is relevant to the purposes for which it is being processed.

How do we use personal information?

We may use personal information for the following purposes:

To respond to enquiries

To assess whether our services may be suitable for you

To provide LiDAR scanning, property measurement, and evidence-led services

To assess potential business rates, surface water, insurance, or other property cost reductions

To prepare reports, plans, schedules, evidence packs, and recommendations

To communicate with you about our services

To manage client relationships and service delivery

To liaise with authorised third parties on your behalf

To verify property, policy, billing, or rating information

To manage contracts, invoices, payments, and records

To improve our website, platform, and services

To monitor website and platform performance

To maintain security and prevent misuse

To comply with legal, regulatory, accounting, and tax obligations

To establish, exercise, or defend legal claims

To send relevant business updates or marketing communications where permitted by law

Legal basis for processing

We only process personal information where we have a lawful basis to do so.

Depending on the circumstances, we may rely on one or more of the following lawful bases.

Contract

We may process personal information where it is necessary to enter into or perform a contract with you or your organisation.

This includes processing information to provide our services, manage client accounts, deliver reports, communicate about service delivery, and administer agreed fees or savings-based arrangements.

Legitimate interests

We may process personal information where it is necessary for our legitimate business interests, provided those interests are not overridden by your rights and freedoms.

Our legitimate interests may include:

Responding to business enquiries

Providing and improving our services

Managing client and supplier relationships

Assessing property data and savings opportunities

Creating evidence packs and reports

Maintaining accurate business records

Securing our website, systems, and platform

Preventing fraud, misuse, or unauthorised access

Conducting business-to-business marketing

Managing legal, commercial, and operational risk

Legal obligation

We may process personal information where necessary to comply with legal, regulatory, tax, accounting, or reporting obligations.

Consent

In some circumstances, we may rely on your consent. This may apply, for example, where you have asked to receive certain marketing communications or where we require specific permission for a particular activity.

Where we rely on consent, you can withdraw that consent at any time.

Who do we share personal information with?

We may share personal information where necessary for the purposes described in this Privacy Policy.

This may include sharing information with:

Our employees, consultants, contractors, and authorised representatives

Technology, hosting, software, analytics, and IT support providers

Professional advisers, including accountants, lawyers, surveyors, consultants, and insurers

Local authorities, billing authorities, valuation bodies, water companies, insurers, brokers, landlords, managing agents, or other parties involved in the services

Payment processors, banks, and finance providers

Regulators, courts, law enforcement agencies, or public authorities where required by law

Third parties where disclosure is necessary to establish, exercise, or defend legal rights

Potential purchasers, investors, or successors in the event of a business sale, restructure, or transfer

We do not sell personal information to third parties.

Where we share information with service providers, we take reasonable steps to ensure that appropriate safeguards are in place.

International transfers

Where possible, we aim to store and process personal information within the United Kingdom or the European Economic Area.

However, some of our technology providers, software platforms, or service providers may process personal information outside the UK or EEA.

Where personal information is transferred internationally, we will take appropriate steps to ensure that it is protected in accordance with applicable data protection laws. This may include relying on adequacy regulations, standard contractual clauses, or other lawful safeguards.

Cookies and analytics

We use cookies and similar technologies on our website.

Cookies help us operate the website, understand how visitors use it, improve performance, and provide a better user experience.

We may use analytics tools, such as Google Analytics, to understand website traffic, visitor behaviour, and page performance.

You can find more information about the cookies we use in our Cookie Policy.

You can usually control or disable cookies through your browser settings. Please note that disabling certain cookies may affect how our website or platform works.

Marketing

We may use your contact details to send you information about Portrait services, updates, insights, or opportunities that may be relevant to you or your organisation.

We will only send marketing communications where permitted by law.

You can opt out of marketing communications at any time by using the unsubscribe link in our emails or by contacting us at:

We do not sell your contact details to third-party advertisers.

Profiling and automated decision-making

We may use information to assess service suitability, identify potential savings opportunities, prioritise reviews, or generate business insights.

Where we use automated tools, they are intended to support our work and improve efficiency. We do not intend to make decisions based solely on automated processing that would have a legal or similarly significant effect on you without appropriate human involvement.

You have the right to object to certain types of profiling and automated processing. Please contact us if you have concerns about this.

How long do we keep personal information?

We keep personal information only for as long as necessary for the purposes for which it was collected.

The length of time we keep information may depend on:

The type of information

The services we have provided

The length of our relationship with you or your organisation

Legal, accounting, tax, regulatory, or contractual requirements

Whether the information is needed to establish, exercise, or defend legal claims

Whether ongoing support, monitoring, or follow-up work is required

Where information is no longer required, we will delete, anonymise, or securely archive it.

How do we protect personal information?

We take reasonable technical and organisational measures to protect personal information against unauthorised access, loss, misuse, alteration, disclosure, or destruction.

These measures may include:

Access controls

Password protection

Secure systems and hosting arrangements

Staff confidentiality obligations

Data minimisation

Secure file storage and transfer procedures

Regular review of systems and processes

No method of electronic storage or transmission is completely secure, but we take appropriate steps to protect the information we hold.

Your privacy rights

Under data protection law, you may have rights in relation to your personal information.

These rights may include:

The right to be informed about how your information is used

The right to access your personal information

The right to request correction of inaccurate information

The right to request deletion of your information

The right to request restriction of processing

The right to object to certain types of processing

The right to data portability

The right to withdraw consent where processing is based on consent

Rights relating to automated decision-making and profiling

These rights are not absolute and may be subject to conditions, exemptions, or legal limitations.

Accessing your information

You have the right to ask whether we process personal information about you and to request access to that information.

We may ask you to provide proof of identity and enough information to help us locate the information you are requesting.

We will usually respond within one month, although this period may be extended where a request is complex or where we receive multiple requests.

Correcting your information

You have the right to ask us to correct personal information that is inaccurate or incomplete.

If we have shared inaccurate information with third parties, we will take reasonable steps to inform them of the correction where appropriate.

Erasing your information

You may have the right to ask us to delete your personal information in certain circumstances.

This may apply where:

The information is no longer needed

You withdraw consent and there is no other lawful basis for processing

You object to processing and there is no overriding lawful reason to continue

The information has been processed unlawfully

The information must be erased to comply with a legal obligation

We may not be required to delete information where we need to retain it for legal, regulatory, contractual, accounting, tax, or legitimate business reasons.

Restricting processing

You may have the right to ask us to restrict how we use your personal information in certain circumstances.

You contest the accuracy of the information

The processing is unlawful but you do not want the information deleted

We no longer need the information but you need it for legal claims

You have objected to processing and we are considering whether we have overriding grounds to continue

Objecting to processing

You may object to processing where we rely on legitimate interests as our lawful basis.

You may also object at any time to your personal information being used for direct marketing.

Where you object to direct marketing, we will stop using your personal information for that purpose.

Data portability

In certain circumstances, you may have the right to receive personal information you have provided to us in a structured, commonly used, machine-readable format.

This right only applies where processing is based on consent or contract and is carried out by automated means.

Complaints

If you are unhappy with how we have handled your personal information, please contact us first so that we can try to resolve the issue.

You can contact us at:

You also have the right to complain to the UK Information Commissioner’s Office, which is the UK regulator for data protection matters.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time.

Any updated version will be published on our website. Where changes are significant, we may take additional steps to notify you, such as by email or website notice.

You should review this Privacy Policy periodically to ensure that you understand how we use personal information.

Contact us

If you have any questions about this Privacy Policy or how Portrait uses personal information, please contact us:

Cookie Policy

Portrait Group Limited

Cookie Policy

What cookies this website sets and the choices you have about them.

What are cookies?

A cookie is a small text file, often including a unique identifier, that is stored on your computer, tablet, or mobile device when you visit a website.

Websites can send cookies to your device through your web browser if your browser settings allow them. Many websites use cookies to help them function properly, improve user experience, understand how visitors use the site, and monitor online traffic.

This Cookie Policy explains how Portrait Group Limited uses cookies and similar technologies, and what options you have.

If you continue to use our website without changing your browser settings, we will assume that you are happy to receive cookies from Portrait websites. You can change your cookie settings at any time through your web browser settings. Please refer to your browser’s Help section for instructions on how to do this.

Please note that if you block or disable certain cookies, some features of our website or platform may not work properly.

How does Portrait use cookies?

Information recorded through cookies can help us understand how visitors use our website, which pages are most useful, and how we can improve the experience we provide.

Cookies may also help us recognise when you are signed in to a Portrait account or platform, keep your session secure, and provide a more personalised and efficient experience.

We may use cookies for the following purposes:

To enable essential website functionality

To keep our website and platform secure

To remember user preferences

To understand how visitors use our website

To monitor website performance

To identify and resolve technical issues

To improve our services, content, and user experience

To support customer communication and online support where applicable

Third-party cookies

In some cases, we use cookies provided by trusted third-party service providers. These services help us operate, secure, monitor, analyse, and improve our website and platform.

The following section explains the third-party cookies you may encounter when using Portrait websites or platforms.

Google Analytics

Portrait may use Google Analytics, a widely used analytics service that helps us understand how visitors use our website and how we can improve the user experience.

Google Analytics cookies may collect information such as the pages you visit, how long you spend on the website, how you arrived at the website, and how you interact with our content.

You can learn more about how Google safeguards data by reviewing Google’s privacy and data protection information.

New Relic

We may use New Relic to monitor the performance and reliability of our websites and digital platforms.

New Relic may help us understand how quickly pages load, whether technical errors occur, and how our systems perform for users.

You can review New Relic’s privacy policy for more information about how it handles data.

Auth0

We may use Auth0 to support secure account login and authentication for Portrait platforms.

Auth0 cookies may help verify your identity, maintain your login session, protect user accounts, and support secure access to tailored platform content.

You can review Auth0’s privacy policy for more information about how it handles data.

Sentry

We may use Sentry to help identify, report, and resolve technical errors on our website or platform.

Sentry may use cookies or similar technologies to help capture information about errors, crashes, or performance issues, allowing us to improve reliability and user experience.

You can review Sentry’s privacy policy for more information about how it handles data.

Mixpanel

We may use Mixpanel as an analytics tool to help us understand how users interact with our website or platform.

Mixpanel cookies may help us understand visitor behaviour, page usage, feature engagement, and user journeys, so that we can improve our services and digital experience.

You can review Mixpanel’s privacy policy for more information about how it handles data.

Intercom

We may use Intercom to provide real-time communication, customer support, and in-app messaging.

Intercom cookies may help us manage conversations, understand which pages have been visited, and provide more relevant support to users.

You can review Intercom’s privacy policy for more information about how it handles data.

Google Tag Manager

We may use Google Tag Manager to manage website tags, analytics tools, and third-party scripts more efficiently and securely.

Google Tag Manager itself does not usually set cookies, but it may help manage services that do use cookies, such as analytics and performance tools.

You can read Google’s privacy and data protection information for more details.

Hotjar

We may use Hotjar to collect information about how visitors use our website, such as page interactions, navigation patterns, and general visitor behaviour.

This information helps us understand how users experience our website and identify ways to improve layout, content, usability, and performance.

Where used, Hotjar is intended to collect information in a way that does not directly identify individual visitors.

You can review Hotjar’s privacy policy for more information about how it handles data.

Managing cookies

You can control or delete cookies through your web browser settings. Most browsers allow you to:

View what cookies are stored on your device

Delete existing cookies

Block cookies from specific websites

Block all cookies

Set preferences for certain types of cookies

Please note that disabling cookies may affect how our website or platform works.

Contact us

If you have any questions or concerns about the way Portrait uses cookies, please contact us using the details below:

Portrait Group Limited International House South Molton Street London W1K 5QF

Telephone: 03300 30 30 30 Email: business@portrait.org.uk

Website Terms of Use

Portrait Group Limited

Website Terms of Use

The terms that apply to your use of portrait.org.uk.

Introduction

These Website Terms of Use explain the rules that apply when you access, browse, or use this website.

By using this website, you agree to use it lawfully, responsibly, and in accordance with these terms. If you do not agree with these terms, you should not use this website.

In these terms, “Portrait”, “we”, “us” and “our” refer to Portrait Group Limited .

About Portrait

Portrait provides property intelligence, LiDAR scanning, measurement, analysis, and evidence-led reduction services for commercial property occupiers, owners, landlords, tenants, managing agents, and professional advisers.

Our core services include:

Business rates reduction reviews

Surface water charge reduction reviews

Insurance reduction and policy evidence reviews

LiDAR scanning and measured property data

Area schedules, plans, reports, and evidence packs

Property cost-saving analysis

Support with challenges, negotiations, reviews, and correction of property records

Our services are designed to help clients understand whether they may be overpaying for property-related costs and, where appropriate, to support reductions using measured evidence.

Use of this website

You may use this website for lawful business and informational purposes only.

You agree not to misuse this website or interfere with its normal operation. This means you must not:

Use the website in any unlawful, fraudulent, or harmful way

Attempt to gain unauthorised access to the website, server, systems, data, or connected services

Introduce viruses, malware, harmful code, or disruptive technology

Attempt to copy, scrape, harvest, or extract website content or data without permission

Use automated tools, bots, or scripts to access the website in a way that may impair performance

Interfere with the security, availability, or integrity of the website

Use the website to transmit misleading, offensive, defamatory, or unlawful material

Impersonate Portrait, our staff, our clients, or any third party

We may restrict, suspend, or block access to the website if we believe these terms have been breached or if access presents a security, operational, legal, or reputational risk.

Website content

The content on this website is provided for general information only.

Although we aim to keep the website accurate, current, and useful, the content may not always reflect the most recent developments, legal position, rating practice, water company policy, insurer approach, or individual property circumstances.

Nothing on this website should be treated as:

A binding offer

A guarantee of savings

Legal, financial, tax, insurance, rating, valuation, surveying, or professional advice

A complete statement of the law, policy, or practice

A substitute for a written agreement with Portrait

A commitment that any reduction, refund, rebate, premium saving, or billing correction will be achieved

Any examples of savings, reductions, refunds, rebates, or outcomes are illustrative only. Actual results depend on the specific facts, evidence, property, billing position, policy terms, rating assessment, supplier rules, insurer approach, and any relevant authority or third-party decision.

Our services

Our services are provided subject to separate written agreements between Portrait and the client.

Those agreements may set out, among other things:

The scope of the services

The property or properties being reviewed

The information required from the client

Our authority to act or communicate with third parties

The basis of our fees

Any no reduction/no fee arrangement

How savings are calculated

When fees become payable

The responsibilities of each party

Any limitations or exclusions that apply

No service is formally agreed unless and until a written agreement has been accepted by Portrait and the client.

No reduction, no fee services

Some Portrait services may be offered on a no reduction, no fee basis.

Where this applies, the precise terms will be set out in the relevant written agreement. This may include how a reduction is defined, how savings are calculated, what period is used for calculation, what happens if a refund or rebate is obtained, and whether any third-party fees, supplier charges, cancellation costs, or policy adjustment fees are taken into account.

The phrase “no reduction, no fee” does not mean that every review will result in a reduction, nor does it mean that Portrait guarantees a saving. It means that where this arrangement is agreed in writing, Portrait’s fee is linked to the reduction or saving achieved in accordance with the agreed terms.

LiDAR scanning and measured evidence

Portrait may use LiDAR scanning, photography, measurement tools, site data, plans, documents, and other property information to assess potential savings opportunities.

LiDAR scanning and measured evidence can help identify or support issues such as:

Floor area discrepancies

Property layout changes

Site use and occupation

Hardstanding and surface water chargeable areas

Drainage and catchment assumptions

Insurance area, exposure, construction, or risk assumptions

Business rates assessment issues

Property records that may be incomplete, outdated, or inaccurate

However, a scan or report does not automatically mean that a reduction is available. Any reduction will depend on the evidence, applicable rules, third-party assessment, and the relevant decision-making process.

Unless expressly agreed in writing, Portrait does not provide statutory certification, formal valuation advice, reinstatement cost assessments, insurance underwriting decisions, drainage engineering certification, or legal advice.

Business rates reductions

Our business rates services may include reviewing property data, measured areas, use, occupation, layout, and relevant evidence to assess whether a business rates reduction, correction, or challenge may be appropriate.

Any business rates outcome may depend on the Valuation Office Agency, billing authority, legislation, valuation principles, property evidence, appeal procedures, deadlines, and other relevant factors.

Information on this website should not be relied upon as a guarantee that a business rates assessment can be reduced.

Surface water reductions

Our surface water reduction services may include reviewing site areas, hardstanding, drainage assumptions, chargeable areas, water company billing records, and supporting evidence to assess whether charges may be incorrect or reducible.

Any reduction, rebate, or correction may depend on the relevant water company’s rules, evidence requirements, historic billing position, site drainage arrangements, and applicable policy.

Information on this website should not be treated as confirmation that any particular site will qualify for a reduction.

Insurance reductions

Our insurance reduction services may include reviewing measured property data, floor areas, building features, site layout, external exposure, policy assumptions, and available evidence to support discussions with brokers or insurers.

Portrait may help identify where policy records, risk assumptions, declared areas, or insured information may be inaccurate, incomplete, or overly cautious.

However, Portrait is not an insurer, broker, underwriter, loss adjuster, reinstatement cost assessor, or regulated insurance adviser unless expressly stated in a written agreement. We do not guarantee that an insurer will reduce premiums, amend terms, remove endorsements, issue refunds, or accept any evidence submitted.

Clients should seek advice from their broker, insurer, or appropriately qualified professional before making insurance decisions.

Client information and reliance

Any review or recommendation we provide may rely on information supplied by the client or third parties.

You are responsible for ensuring that information you provide to Portrait is accurate, complete, current, and not misleading. This may include property documents, bills, policies, schedules, plans, tenancy information, occupation details, correspondence, historic claims information, and authority forms.

Portrait is not responsible for any loss, delay, failed reduction, or incorrect outcome caused by inaccurate, incomplete, outdated, or withheld information.

Third-party decisions

Many of the outcomes connected with our services depend on decisions made by third parties.

These may include:

Billing authorities

The Valuation Office Agency

Water companies

Insurers

Insurance brokers

Landlords

Managing agents

Surveyors

Valuers

Utility providers

Professional advisers

Courts, tribunals, regulators, or other authorities

Portrait may assist with evidence, analysis, submissions, correspondence, or negotiation, but we cannot control third-party decisions, timescales, policies, or procedures.

Intellectual property

All content on this website, including text, graphics, logos, icons, imagery, photography, layouts, documents, downloads, videos, designs, branding, and other materials, is owned by or licensed to Portrait unless stated otherwise.

This content is protected by copyright, trade mark, database rights, design rights, and other intellectual-property laws.

You may view and download website content for your own internal business or personal reference only.

You must not, without our prior written permission:

Copy, reproduce, republish, or redistribute website content

Modify, adapt, translate, or create derivative works from our content

Use our branding, logos, or trade marks

Use our content for competing commercial purposes

Remove copyright notices or ownership statements

Scrape, extract, or compile website data into another database or service

Reports, plans, scans, and deliverables

Where Portrait provides reports, plans, schedules, scans, models, photographs, evidence packs, or other deliverables, ownership and usage rights will be governed by the relevant written agreement.

Unless agreed otherwise in writing, Portrait retains ownership of its methodologies, templates, know-how, processes, analysis structures, report formats, software tools, and intellectual property developed before or during the delivery of services.

Clients may use agreed deliverables for the purpose for which they were provided, subject to the terms of the relevant agreement.

Links to third-party websites

This website may contain links to third-party websites, services, resources, or platforms.

These links are provided for convenience only. We do not control third-party websites and are not responsible for their content, availability, security, accuracy, privacy practices, or terms of use.

The inclusion of a link does not mean that Portrait endorses or approves the linked website or its operator.

You should review the privacy policies, cookie policies, and terms of use of any third-party website you visit.

Availability and security

We aim to keep this website available, secure, and functioning properly, but we do not guarantee that it will always be available, uninterrupted, error-free, virus-free, or compatible with your device or software.

We may suspend, withdraw, restrict, or change all or part of the website at any time for operational, security, maintenance, legal, or business reasons.

You are responsible for using appropriate virus protection, cybersecurity measures, and device security when accessing this website.

Limitation of liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

To the fullest extent permitted by law, Portrait is not liable for any loss or damage arising from:

Use of, or inability to use, this website

Reliance on website content

Errors, omissions, inaccuracies, or outdated information on the website

Website interruption, downtime, or technical failure

Viruses, malware, cyber incidents, or harmful material affecting your systems

Third-party websites linked from this website

Any business decision made using general information from this website

We are not liable for indirect, consequential, special, incidental, or economic losses, including loss of profit, loss of revenue, loss of business, loss of anticipated savings, loss of opportunity, loss of goodwill, or loss of data, except where liability cannot legally be excluded.

No warranty

This website is provided on an “as is” and “as available” basis.

We make no warranty or representation that:

The website will meet your requirements

The website will be uninterrupted or error-free

The website will be secure or free from harmful material

The content will always be accurate, complete, or current

Any service described on the website will be suitable for your circumstances

Any reduction, refund, rebate, saving, or improved commercial outcome will be achieved

Privacy and cookies

Your use of this website may involve the processing of personal information.

Please read our Privacy Policy and Cookie Policy to understand how we collect, use, store, and protect personal information, and how we use cookies and similar technologies.

Changes to these terms

We may update these Website Terms of Use from time to time.

Any updated version will be published on this website. The updated terms will apply from the date they are published unless stated otherwise.

You should review these terms periodically to ensure that you understand the terms that apply when you use this website.

Governing law

These terms are governed by the laws of England and Wales, subject to any mandatory local laws that may apply to you.

The courts of England and Wales will have jurisdiction over any dispute arising in connection with these terms or your use of this website, except where mandatory law provides otherwise.

Company details

Portrait Group Limited Registered in England and Wales Company number: 09696838 VAT number: 442614119

Registered office/contact address:

International House South Molton Street London W1K 5QF

Telephone: 03300 30 30 30 Email: business@portrait.org.uk

Questions about these terms

If you have any questions about these Website Terms of Use, please contact us .

Heads of Terms

Portrait Group Limited

Terms of Engagement (Example)

An illustrative example of Portrait's engagement terms for business rates work.

Terms of Engagement

This is an example contract for illustrative purposes only. Actual terms may vary depending on the customer, property, service type and applicable circumstances. The purpose of this Contract is to engage Portrait Group Limited to provide professional services to the company for the business rates appeal and/or audit.

This No Win No Fee Contract is entered into between Portrait Group Limited and the company .

Definitions

Rating List means the non-domestic rating list applicable to the Property for the current rating cycle only, being the 2026 Rating List from 1 April 2026 to 31 March 2029.

Published Valuation Record means the entry for the Property in the Valuation Office Agency rating list, including, without limitation, the rateable value and effective date.

Savings means a reduction in the company’s business rates liability evidenced by a demand notice, adjustment, credit and/or refund during the 2026 Rating List period only.

Direct Result means Savings that arise from Portrait Group Limited’s submissions, evidence, representations and/or formal action as the company’s appointed agent. It excludes changes arising solely from general revaluation or from changes not attributable to Portrait Group Limited.

Scope of Services

Portrait Group Limited agrees to undertake the following services:

Conducting a review and analysis of the business rates assessment and related documents for the company.

Preparing and submitting necessary appeals, checks, challenges, applications or representations to the relevant authorities for the purpose of challenging or reviewing the business rates assessment.

Representing the company in negotiations, correspondence or discussions with the relevant authorities concerning the business rates appeal and/or audit.

Providing guidance and advice to the company throughout the process.

No Win No Fee Arrangement

Portrait Group Limited agrees to handle the business rates appeal and/or audit on a No Win No Fee basis.

No Win No Fee means that Portrait Group Limited will not charge a success fee unless it is successful in achieving Savings for the company.

If Portrait Group Limited successfully reduces the business rates liability or achieves any Savings for the company, Portrait Group Limited will be entitled to receive a fee equal to 30% of the total Savings achieved .

The fee will be calculated based on the actual Savings realised by the company as a Direct Result of the business rates appeal and/or audit process.

The fee will become due and payable within 14 days from the date the Savings are confirmed and received by the company.

For Check, Challenge and Appeal matters, the 30% fee will only be applied from the date any backdated Savings are confirmed.

The 30% fee applies only to Savings evidenced under the 2026 Rating List for the period 1 April 2026 to 31 March 2029 , to the extent those Savings arise from an alteration to the Published Valuation Record secured through Portrait Group Limited’s work. This may include, for example, a reduction to the rateable value and/or an amended effective date.

For reductions achieved through the addition of a relief or exemption, the 30% fee will only be applied for the tax years within the 2026 Rating List period in which the relief or exemption remains active.

No fee is payable on reductions or changes arising solely from general revaluation or from changes not attributable to Portrait Group Limited’s actions as the company’s appointed agent.

Monthly Payment Structure

In recognition of the importance of maintaining positive cash flow, payment of the commission fees for achieved Savings may be structured as follows:

For Check, Challenge and Appeal matters: the commission amount may be spread monthly over 24 months.

For Savings related to reliefs, exemptions or similar benefits: the commission amount may be spread monthly over 12 months.

This payment structure is intended to allow the company to realise the benefit of the Savings while maintaining a cash flow positive position.

Late Payments

If a payment is not received within the agreed payment terms, a late payment fee of £15 will be applied.

In addition, a one-off charge equal to 1.5% of the overdue invoice amount will be applied as a fixed fee for that invoice. These charges are intended to cover administrative costs incurred as a result of delayed payments.

Withdrawal of Monthly Payment Terms

If the company fails to pay three recurring monthly invoices, Portrait Group Limited reserves the right to withdraw the monthly payment terms.

In such circumstances, the outstanding commission amount will be consolidated into a single invoice, which will become due for payment in full within seven days in accordance with Portrait Group Limited’s standard payment terms.

Portrait Group Limited aims to support its clients and does not wish for accounts to escalate unnecessarily. Clients are encouraged to contact Portrait Group Limited by phone or email as early as possible if they are experiencing payment difficulties.

Continuation of Monthly Payment Terms

Monthly payment terms are available only where the company maintains an active account with a live agreement in place.

If the company’s agreement comes to an end for any reason, any outstanding commission fees relating to confirmed Savings within the 2026 Rating List period will be consolidated into a single invoice.

This invoice will cover the remaining balance in full and will be payable within 14 days .

Where the company maintains an active account with a live agreement in place, all existing monthly instalments will continue as scheduled without interruption.

The option to pay by monthly instalments is offered purely as a payment method. It does not extend the duration of the company’s agreement with Portrait Group Limited and does not create any additional contractual commitment beyond the agreed term.

Authorisation to Begin Action

Procedures introduced in England from April 2017 require the company to appoint Portrait Group Limited to act on its behalf through the Valuation Office Agency’s online Government Gateway portal within 28 days .

Portrait Group Limited can guide the company through this process and provide support to minimise the impact of what could otherwise be a time-consuming process.

Obligation to Provide Necessary Information

The company agrees to provide Portrait Group Limited with the following information within 28 days from the date of signing this agreement:

Appointment of Portrait Group Limited as an authorised agent via the Government Gateway for all applicable premises.

A copy of the business rates bill for all applicable premises.

A copy of the lease and floor plan for all applicable premises.

Where the lease and/or floor plan are not available, cooperation with Portrait Group Limited’s project coordinators and surveyors in gathering the required documentation.

Where required, permission for a physical survey or provision of suitable alternative information remotely.

For businesses rated by reference to fair maintainable turnover, accounts and revenue data for the maximum available period.

Completion of a Direct Debit mandate.

If the company fails to provide the required information within the 28-day period, the company agrees to pay an administration cost of £300 plus VAT to Portrait Group Limited for each applicable premises.

The company acknowledges that timely provision of the above information is essential for Portrait Group Limited to effectively perform its services and seek to achieve a saving, reduction or benefit.

The company agrees to cooperate fully with Portrait Group Limited in relation to any reasonable requests for further information or clarification required to facilitate Portrait Group Limited’s work.

In the event of non-compliance, Portrait Group Limited reserves the right to suspend its services until the required information is provided and the administration cost is paid.

The company acknowledges that any delay in providing required information may result in delays to Portrait Group Limited’s ability to submit evidence to the Valuation Office Agency and/or Local Authority and may affect the outcome of the business rates reduction process.

Non-Circumvention

The company acknowledges that Portrait Group Limited’s work may identify, develop or pursue Savings, reductions or other benefits.

The company agrees not to circumvent Portrait Group Limited’s involvement in any correspondence or negotiations with the Local Authority or Valuation Office Agency that relate to benefits identified, pursued or progressed through Portrait Group Limited’s efforts.

If the company, the Local Authority and/or the Valuation Office Agency engage in direct communication regarding such benefits, the company will remain liable for payment of Portrait Group Limited’s fees in accordance with this agreement, provided that Savings are achieved as a Direct Result of Portrait Group Limited’s work.

Confidentiality

Both parties agree to keep confidential all confidential information obtained during the course of this engagement.

Portrait Group Limited will take reasonable measures to protect the company’s confidential information in accordance with Portrait Group Limited’s privacy statement.

Termination

Either party may terminate this Contract by providing written notice to the other party.

Upon termination, Portrait Group Limited will remain entitled to payment within 14 days for any actual Savings realised by the company during the 2026 Rating List period only, where those Savings continue to be realised as a Direct Result of the business rates appeal and/or audit process conducted by Portrait Group Limited for the company.

Cancellation Policy

If the company cancels this Contract, an administration charge of £300 plus VAT will be applied.

In addition to the administration charge, the company agrees to pay any of the following costs incurred by Portrait Group Limited, where applicable:

Customers who do not attend or facilitate their appointment without giving at least 24 hours’ prior notice will be charged at the applicable rate, regardless of the cancellation policy.

No Contact Clause

If the company fails to maintain reasonable communication with Portrait Group Limited for a period of 28 days , and that lack of communication prevents Portrait Group Limited from effectively carrying out its work, Portrait Group Limited reserves the right to invoke the cancellation clause.

Portrait Group Limited will issue a written notice to the company advising them of the 28-day period of non-communication and requesting a response within 14 days .

If no response is received within the 14-day notice period, Portrait Group Limited may terminate the Contract.

In such circumstances, the company will be liable for:

The administration charge of £300.

Any additional costs incurred by Portrait Group Limited in accordance with the cancellation policy.

Payment of fees for any Savings, reductions or benefits achieved within the 2026 Rating List period.

Payment for work performed that contributed to potential Savings within the same 2026 Rating List period.

This clause is intended to ensure that Portrait Group Limited can recover reasonable costs for time and resources allocated to the project where communication from the company is not maintained.

Right to Payment for Achieved Reductions

If the company cancels the Contract and Portrait Group Limited has achieved any reductions, Savings or benefits within the 2026 Rating List period, the company agrees to compensate Portrait Group Limited for the full fee of 30% of the Savings achieved , in accordance with this Contract.

This also applies where any part of the work performed by Portrait Group Limited has been used to achieve such reductions, Savings or benefits within the same period.

If, at any time before 31 March 2029 , following termination or completion of this Contract, the company identifies or secures further reductions, Savings or benefits resulting from work carried out by Portrait Group Limited, the company agrees to notify Portrait Group Limited promptly and pay the agreed fee of 30% of the identified Savings .

This includes, but is not limited to:

Savings applied by the Local Authority or Valuation Office Agency during the 2026 Rating List period as a result of an alteration to the Published Valuation Record and/or billing adjustment arising from evidence, submissions or formal action made by Portrait Group Limited during its engagement.

Reliefs, exemptions or reductions granted or extended within the 2026 Rating List period based on data, appeals or applications initiated by Portrait Group Limited.

The obligation to compensate Portrait Group Limited remains valid regardless of whether the company actively pursued or was involved in securing such Savings during the 2026 Rating List period.

Portrait Group Limited will assume that Savings are sustained only for the period in which they are evidenced on the company’s demand notices, adjustments, credits and/or refunds within the 2026 Rating List period, unless documentation is provided by the company to prove that the Savings have not been realised or continued.

Communication with Relevant Authorities

Portrait Group Limited may engage with the relevant Local Authority and/or the Valuation Office Agency on behalf of the company.

This engagement may include, but is not limited to, written correspondence, email, telephone calls, applications, submissions, checks, challenges, appeals or other communications for the purpose of securing a reduction, saving, relief, discount or other benefit to which the company may be entitled during the 2026 Rating List period.

Portrait Group Limited will be entitled to payment in accordance with these Terms of Engagement, irrespective of any subsequent communication between the Local Authority and/or the Valuation Office Agency and the company, provided that a saving, reduction or benefit has been applied during the 2026 Rating List period and Portrait Group Limited’s relevant communication or work can be evidenced.

This includes, but is not limited to, circumstances where:

Portrait Group Limited identifies and informs the company of eligibility for any benefit through its investigative work.

The Local Authority, after receiving notification, enquiry or indication from Portrait Group Limited that the company may apply for or enquire about a benefit, initiates direct communication with the company.

Governing Law and Jurisdiction

This Contract will be governed by and construed in accordance with the laws of the United Kingdom.

Any disputes arising out of or in connection with this Contract will be subject to the exclusive jurisdiction of the courts of the United Kingdom.

Entire Agreement

This Contract represents the entire agreement between the company and Portrait Group Limited.

It supersedes any prior discussions, representations or agreements, whether written or oral, relating to the subject matter of this Contract.

By signing this Contract, the parties acknowledge and agree to the terms and conditions set out in this document.

Ethical Statement

At Portrait Group Limited, we are committed to maintaining high standards of professionalism, integrity and ethical conduct in everything we do.

We believe our customers deserve a high standard of service, and we are committed to ensuring that our actions consistently align with this principle.

Our Commitment to You

1. Maximising Value and Savings

We will use our expertise, industry knowledge and resources to identify and seek to secure the maximum possible Savings for your business.

Throughout our engagement, we will make thorough and diligent efforts to deliver value.

2. Transparent Communication

We will communicate openly, clearly and honestly.

We will keep you informed at each appropriate stage of the process so that you understand our approach and the progress being made on your behalf.

3. Thorough and Diligent Effort

We take our responsibility to clients seriously.

Our team will carry out a comprehensive review of your business rates and related matters, using appropriate strategies and best practices to seek the best possible outcome.

4. Continuous Improvement

We are committed to ongoing learning and improvement so that we remain informed of relevant industry developments.

This helps us provide effective solutions and adapt our approach to meet the needs of our clients.

5. Customer-Centric Approach

Client satisfaction is important to us.

We will act in your best interests and treat your business with care and diligence.

Our Promise

We aim to act as a trusted partner, working to achieve your goals and deliver meaningful results.

We are driven by a genuine commitment to helping businesses improve financial efficiency and secure appropriate business rates Savings where available.

Item · Charge

Site survey · £375

Remote assistance survey · £95

Reworking of existing floor plan · £95

Submission of check case · £145

Submission of challenge case · £145

Government Gateway appointment, by phone or online · £50