Introduction

This Privacy Policy explains how we collect, use, store, and protect personal data when you interact with us, including through our website, telephone calls, automated systems, and other communications.

We are committed to handling personal data fairly, lawfully, and transparently in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Who we are

We are a mortgage and finance advisory firm.
For the purposes of data protection law, we are the data controller responsible for your personal data.

Full details, including our contact information, are available on our website.

Personal data we collect

We may collect and process the following types of personal data:

• Identification and contact details (e.g. name, telephone number, email address)

• Enquiry information you choose to provide

• Call recordings and call metadata (where applicable)

• Technical information relating to website use (see Cookie Policy)

• Any additional information provided during the advice process

You are not required to provide personal data, but failure to do so may limit our ability to respond to enquiries or provide services.

How we collect personal data

We collect personal data when you:

• Complete a form on our website

• Contact us by telephone, email, or other communication channels

• Interact with automated or AI-enabled systems

• Engage us for advice or related services

How we use your personal data

We use personal data to:

• Respond to enquiries and requests

• Arrange appointments and communicate with you

• Provide mortgage and finance advice (where applicable)

• Meet legal and regulatory obligations

• Improve our services and operational efficiency

Automated systems and AI

We use automated systems and AI-enabled tools, including AI-enabled call handling and enquiry routing systems (such as Drop call), to support initial interactions and improve responsiveness.

These systems may:

• Route calls or enquiries

• Capture and process basic contact details

• Assist with enquiry handling and appointment booking

Automated systems:

• Do not provide regulated mortgage advice

• Do not assess affordability, creditworthiness, or suitability

• Do not recommend lenders or products

• Do not make lending or advisory decisions

All regulated mortgage advice is provided only by a suitably authorised human adviser, following a full assessment of your circumstances.

Lawful basis for processing

We process personal data under one or more of the following lawful bases:

• Consent – where you have actively provided information or agreed to be contacted

• Legitimate interests – to respond to enquiries, manage communications, and operate our business effectively

• Legal obligation – where required by law or regulation

• Contractual necessity – where processing is required to provide agreed services

Call recording

Telephone calls may be recorded for:

• Training and quality assurance

• Compliance and regulatory purposes

• Accurate record-keeping

Call recordings are accessed only by authorised personnel and retained securely in line with our retention policies.

Data sharing

We may share personal data with:

• Lenders, insurers, and product providers (where relevant)

• Professional advisers and service providers

• Technology providers acting as data processors under appropriate agreements

• Regulators or authorities where required by law

We do not sell personal data to third parties.

International data transfers

Where data is processed by third-party providers outside the UK, appropriate safeguards are in place to ensure an equivalent level of data protection.

Data retention

Personal data is retained only for as long as necessary:

• To fulfil the purposes for which it was collected

• To meet legal, regulatory, and record-keeping requirements

Retention periods are reviewed regularly.

Data security

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or misuse.

Your rights

You have the right to:

• Access your personal data

• Request correction of inaccurate data

• Request erasure (where applicable)

• Restrict or object to processing

• Request data portability

• Withdraw consent (where processing is based on consent)

Requests can be made using the contact details on our website.

Cookies

Information about cookies and similar technologies is set out in our Cookie Policy, available on our website.

Changes to this policy

This Privacy Policy may be updated periodically to reflect changes in law, regulation, or our practices.
The most current version will always be available on our website.