Extend Finance Ltd
111 New Union Street, Coventry, CV1 2NT, United Kingdom
Phone number: 02476 997 826
Email: info@extendfinance.co.uk
Website: https://extendfinance.co.uk
Last updated: 14/08/2024
1. Purpose of this Privacy Policy
This Privacy Policy explains how Extend Finance Ltd collects, uses, stores and protects personal data about its clients and website users in connection with our mortgage and protection/insurance advice services. It is written in the context of UK GDPR and the Data Protection Act and applies to data provided to us via our website, contact forms, email, phone, CRM systems and communications with lenders, insurers and other parties involved in handling your case.
If you have any questions about this Privacy Policy or about how we process your data, please contact us using the details set out in the “Contact details” section below.
2. Types of personal data we collect
We currently collect and process the following categories of personal data:
- Identification and contact details – for example your name, address, email address and telephone number.
- Financial information – for example income, expenditure, existing credit commitments, employment history, and information required for fraud prevention and anti-money laundering checks.
- Property information – details of the property you intend to purchase, remortgage or secure against (address, value, property type).
- Health and medical information – only where necessary to provide advice on life insurance, critical illness cover, income protection and other protection products.
- Website and technical data – such as device and browser information, IP address, pages visited and cookies or similar technologies, as described in our Cookie Policy.
- Communications data – information contained in messages you send to us via forms, email, phone or other contact channels.
If we need to collect additional categories of data, we will explain this at the point of collection and tell you why we need the data and on what legal basis we process it.
3. How we obtain personal data
Most of the personal data we process is provided directly by you for one of the following reasons:
- you request contact via our website forms or by phone/email,
- you ask us to provide mortgage advice or protection/insurance advice,
- you take part in our advice process and we submit applications to lenders and insurers on your behalf,
- you communicate with us by phone, email or other channels in relation to your case.
We also receive personal data indirectly from the following sources in the following scenarios:
- from lenders we deal with as part of the mortgage process, to help us advise you, set up your mortgage product and service your case,
- from insurers we deal with as part of the protection process, to help us advise you, set up your policy and service it,
- from providers of our CRM system and sourcing platforms (for example Acre, Mortgage Brain, Trigold, IRESS, iPipeline and AIR Sourcing),
- from other professional advisers or parties involved in the transaction (for example solicitors or conveyancers), where this is necessary to handle your case.
4. Purposes and legal bases for processing
We process personal data only to the extent necessary to provide our services and to meet our legal obligations. The main purposes include:
- providing mortgage advice, including assessing your needs, affordability and suitability of products,
- providing protection/insurance advice, including assessing your needs and risk profile,
- preparing, submitting and administering applications to lenders and insurers,
- complying with regulatory obligations, including those of the Financial Conduct Authority and anti-money laundering legislation,
- record-keeping, compliance and evidence for complaints handling and legal purposes,
- security, fraud prevention and misuse detection,
- analysing the effectiveness of our website and marketing activities (for example analytics and cookies), where this is compliant with applicable law and consents,
- communicating with you by phone, email or other channels,
- marketing communications, including information about our services and educational content – only where we have a lawful basis (consent or legitimate interests, in line with UK GDPR and PECR).
The legal bases we rely on include:
- Contract – where processing is necessary to enter into or perform a contract for mortgage or protection advice or related services;
- Legal obligation – where we are required by law to process certain data (for example AML rules, FCA regulations, tax and accounting laws);
- Legitimate interests – where processing is necessary for our legitimate business interests (for example managing client relationships, defending claims), provided your rights and freedoms do not override those interests;
- Consent – where we rely on your consent (for example certain forms of electronic marketing or specific special category data). You can withdraw your consent at any time.
5. Sharing personal data
We may share your personal data only with organisations that need it for the purposes set out above, or where we are legally obliged to do so. These may include:
- mortgage lenders and banks you apply to,
- insurers you apply to or take out policies with,
- providers of our systems and tools (for example Acre CRM and product sourcing platforms),
- external IT, hosting and technical support providers,
- professional advisers (for example lawyers, auditors) where this is legally or contractually necessary,
- regulators and supervisory bodies (including the Financial Conduct Authority),
- the Information Commissioner’s Office, National Crime Agency and other law enforcement bodies, where required.
Where we transfer data to third parties, we ensure appropriate contractual safeguards are in place in accordance with UK GDPR. If data is transferred outside the UK/EEA, we will use appropriate legal mechanisms and will inform you where required by law.
6. How long we keep personal data
We retain your personal data only for as long as necessary to fulfil the purposes it was collected for, including to comply with legal, regulatory and reporting requirements. This generally means:
- mortgage and protection case data is kept for the period required by FCA rules and anti-money laundering legislation,
- complaint and dispute-related data is kept for as long as claims can be raised and for any additional legal retention period,
- marketing-only data is kept until you withdraw consent or object to processing.
When the relevant retention periods expire, your data will be securely deleted or anonymised so that it can no longer be linked to you.
7. Your data protection rights
Under UK GDPR you have the following rights in relation to your personal data:
- Right of access – you can request copies of the personal data we hold about you.
- Right to rectification – you can request that we correct any data you believe is inaccurate or incomplete.
- Right to erasure – in certain circumstances, you can ask us to delete your personal data.
- Right to restrict processing – you can request that we restrict the processing of your data in specific situations.
- Right to object – you can object to our processing where we rely on legitimate interests or for direct marketing.
- Right to data portability – in some circumstances, you can request that we transfer your data to another organisation or to you.
You do not normally have to pay a fee to exercise your rights. We aim to respond to all valid requests within one month.
To exercise any of these rights you can:
- contact Extend Finance Ltd using the contact details in the “Contact details” section below;
- contact the Data Protection Officer at The Right Mortgage Limited: dpo@therightmortgage.co.uk.
8. Complaints about data protection
If you have any concerns about how we use your personal data, please contact us in the first instance so that we can try to resolve the issue. You may also contact the Data Protection Officer at The Right Mortgage Limited at: dpo@therightmortgage.co.uk.
You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection.
Address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline: 0303 123 1113
Website: https://www.ico.org.uk
9. Website forms, email and phone communications
When you contact us via website forms, email or phone, we process the data you provide (for example name, contact details, content of your message) so that we can respond to your enquiry, provide a quote or advice and maintain records of our communications.
Depending on the nature of your enquiry, this information may be added to your client record and CRM system if you proceed with our advice process.
10. Website data, cookies and analytics
Our website may use cookies and similar technologies to ensure the site functions properly, improve user experience, perform analytics and – where applicable – support marketing activities.
For detailed information about which cookies we use, why we use them and how you can manage them, please refer to our Cookie Policy at:
If the site uses tools such as Google Analytics, Google Tag Manager, Google Ads, CRM integrations or other tracking scripts, these will be described in the Cookie Policy.
Current list of tools used on the new Astro website
11. Marketing and communications
We may use your contact details to send you information about Extend Finance services, educational content and market updates where we have a lawful basis to do so (your consent or our legitimate interests, in line with UK GDPR and PECR).
You can withdraw your consent to marketing at any time or object to processing for marketing purposes. Details of how to opt out will be included in each marketing communication, or you can contact us directly.
12. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in law, regulatory guidance or how we deliver our services. We will publish the updated version on our website and include the date of the latest update.
We encourage you to review this page regularly to keep up to date with how we process personal data.
13. Contact details (EN)
For any questions about this Privacy Policy or your personal data, you can contact us at:
Extend Finance Ltd
111 New Union Street
Coventry
CV1 2NT
Phone: 02476 997 826
Email: info@extendfinance.co.uk
Website: https://extendfinance.co.uk
Data Protection Officer (The Right Mortgage Limited): dpo@therightmortgage.co.uk