Privacy Policy
Contact Details
What Information We Collect, Use and Why
We collect or use the following information to provide services and goods, including delivery:
- Names and contact details
- Addresses
- Date of birth
- Payment details (including card or bank information for transfers and direct debits)
- Credit reference information
- Health information (including dietary requirements, allergies and health conditions)
- Identification documents
- Information relating to compliments or complaints
We also collect or use the following special category information to provide services and goods, including delivery. This information is subject to additional protection due to its sensitive nature:
- Genetic information
- Health information
For Service Updates or Marketing
We collect or use the following information for service updates or marketing purposes:
- Names and contact details
- Marketing preferences
- Website and app user journey information
- Records of consent, where appropriate
We also collect or use the following special category information for service updates or marketing purposes. This information is subject to additional protection due to its sensitive nature:
- Health information
To Comply With Legal Requirements
We collect or use the following information to comply with legal requirements:
- Name
- Contact information
- Identification documents
- Financial transaction information
- Any other personal information required to comply with legal obligations
We also collect or use the following special category information to comply with legal requirements. This information is subject to additional protection due to its sensitive nature:
- Health information
For Dealing With Queries, Complaints or Claims
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Address
- Customer or client accounts and records
- Financial transaction information
We also collect the following special category information for dealing with queries, complaints or claims. This information is subject to additional protection due to its sensitive nature:
- Health information
Lawful Bases and Data Protection Rights
Under UK data protection law, we must have a "lawful basis" for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO's website.
Which lawful basis we rely on may affect your data protection rights, which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO's website:
Your right of access
You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for.
Your right to rectification
You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete.
Your right to erasure
You have the right to ask us to delete your personal information.
Your right to restriction of processing
You have the right to ask us to limit how we can use your personal information.
Your right to object to processing
You have the right to object to the processing of your personal data.
Your right to data portability
You have the right to ask that we transfer the personal information you gave us to another organisation, or to you.
Your right to withdraw consent
When we use consent as our lawful basis you have the right to withdraw your consent at any time.
If you make a request, we must respond to you without undue delay and in any event within one month.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our Lawful Bases for Collecting and Using Your Data
To provide services and goods:
Contract - we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
Legal obligation - we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests - we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability.
We have a legitimate interest in using personal data to provide mortgage, protection and related services. This helps us answer enquiries, understand customer needs, progress applications, speak to lenders and insurers, keep records, check advice quality, and support good client outcomes. We only use the data we need. We keep it safe. We limit access to people who need it for their role. We have balanced our needs against the rights of clients and do not use data in a way that is unfair or unexpected.
For service updates or marketing purposes:
Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
Legitimate interests - we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability.
We rely on legitimate interests and consent. We use legitimate interests to send service updates and useful information about mortgage, protection and related services where people would expect this. We use consent where people choose to opt in to marketing. People can object to marketing or withdraw consent at any time.
To comply with legal requirements:
Legal obligation - we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
For dealing with queries, complaints or claims:
Legal obligation - we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Legitimate interests - we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability.
We rely on legal obligation and legitimate interests. We use data to answer queries, look into complaints, keep complaint records, deal with the Financial Ombudsman Service, manage claims, fix issues, and improve our service. We only use data that is needed for this.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where We Get Personal Information From
We collect personal information directly from you.
How Long We Keep Information
For more information on how long we store your personal information or the criteria we use to determine this, please contact us using the details provided above.
Who We Share Information With
We share personal information with the following parties:
- Insurance companies
- Professional or legal advisors
- Financial or fraud investigation authorities
- Relevant regulatory authorities
- External auditors or inspectors
- Professional consultants
Organisations we're legally obliged to share personal information with:
- Publicly on our website, social media or other marketing and information media
Other relevant third parties:
Lenders, insurers, mortgage clubs, IT/system providers, advisers/ARs, professional advisers, auditors, regulators, HMRC, FOS, FSCS, fraud agencies and other parties needed to provide our services.
How to Complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
Email: hello@elevarefinancial.co.uk
If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.
The ICO's address:
Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113