Privacy and Your Rights How we use any personal information we collect about you.

Privacy Policy

This privacy notice explains how we use any personal information we collect about you.

What information do we collect about you?

We collect information about you when you engage us for mortgage advice. This information will relate to your personal and financial circumstances. It may also include special categories of personal data such as data about your health, if this is necessary for the provision of our services. We may also collect information when you voluntarily complete surveys or provide feedback to us.

Why do we need to collect and use your personal data?

The primary legal basis that we intend to use for the processing of your data is for the performance of our contract with you. The information that we collect about you is essential for us to be able to carry out the services that you require from us effectively. Without collecting your personal data we’d also be unable to fulfil our legal and regulatory obligations. Where special category data is required, we will obtain your explicit consent in order to collect and process this information.

How will we use the information about you?

We collect information about you in order to provide you with the services for which you engage us.

Our Privacy Promise

We promise to keep your data safe and private.

We will not sell your data.

We will give you ways to manage and review your data for:

How the law protects you

As well as our Privacy Promise, your privacy is protected by law. Data Protection law says that we are allowed to use personal information only if we have an appropriate reason to do so. The following reasons are the lawful basis in which we are able to use your information:

A legitimate interest is when we have a business or commercial reason to use your information, but even then, it must not unfairly go against what is right and best for you.

How we collect your personal information

We may collect personal information about you from the following sources:

How we use your information to make automated decisions

We use systems to make automated decisions based on the personal information we have about you. This helps us to make sure our decisions are quick, fair, efficient and correct, based on what we know. These automated decisions can affect the products or services we may be able to offer you now or in the future or the price/interest rate we can make available to you. These automated decisions are a result of lender credit scoring systems. It uses past data to assess how you are likely to act while making repayments on any money you borrow.

Credit scoring uses three sources of data collected from an application form, credit reference agencies and data we may already hold. It gives an overall assessment based on this and lenders use this to help make a responsible lending decision that is fair and informed.

Who might we share your information with?

In instances where we cannot source a suitable product through our internal panel of lenders, then we may share your details with a carefully selected partner who we feel may be able to assist you. They will review your details and contact you to discuss further by phone, email and SMS.

Our partners include Evolution Money, Specialist Money, Norton Finance, Astute Finance, Cream Financial Solutions, Aro Mortgages & Optimise Finance.

Where third parties are involved in processing your data, we will have a contract in place with them to ensure that the nature and purpose of the processing is clear, that they are subject to a duty of confidence in processing your data and that they’ll only act in accordance with our written instructions. Where it’s necessary for your personal data to be forwarded to a third party we will use appropriate security measures to protect your personal data in transit.

If you agree, we may also contact you via email, SMS or telephone about other products or services that we think may be of interest to you. In order to deliver our services to you effectively we may send your details to third parties such as those that we engage for professional compliance, accountancy, legal, and credit reference services as well as product and platform providers that we use to arrange financial products for you.

To fulfil our obligations in respect of prevention of money-laundering and other financial crime we may send your details to third party agencies for identity verification purposes.

Credit Reference Agencies

We carry out credit and identity checks when you apply for a product or service and may use credit reference agencies to help us with this. We share your personal information with Credit Reference Agencies and they will give us information about you.

The data we can exchange can include:

This data is used to:

When we ask Credit Reference Agencies about you, they will note it on your credit file. Other lenders may see this and we may see credit searches from other lenders. If you apply for a product with someone else, we will link your records with theirs. We will do the same if you tell us you have a spouse, partner or civil partner. You should tell them about this before you apply for a product or service as it is important that they know your records will be linked together and that credit searches may be made against them.


We may use your personal information to tell you about relevant products and offers. This is what we refer to as “marketing.” The personal information we have for you is made up of what you tell us and data we collect from third parties we work with. We can only use your personal information to send you “marketing messages” if we have either your consent or a legitimate interest. That is when we have a business or commercial reason to use your information. It must not unfairly go against what is right and best for you.

You can ask us to stop sending you “marketing messages” by contacting us at any time. We may ask you to confirm or update your choices when we speak with you in the future and if you change your mind, you can update your choices at any time by contacting us at:

How do we maintain your information?

The Personal Finance Centre is committed to safeguarding the privacy of your information. We use industry standard methods to ensure that all the information you provide via this site is secure. When it reaches us, we then store it on secure servers so that it can only be viewed by authorised personnel. We will only collect personally identifiable information to the extent deemed reasonably necessary to serve our legitimate business purposes. If we do transfer it outside the EEA, the information may be processed by staff operating outside the EEA who work for us or one or more suppliers. Such staff may be engaged in, among other things, the fulfilment of services, the processing of the application details, and the provision of support services. By submitting your personal information, you agree to this transfer, storing or processing. We will take all steps reasonably necessary to ensure that your information is treated securely and in accordance with this privacy policy.

How long do we keep hold of your information?

In principle, your personal data shouldn’t be held for longer than is required under the terms of our contract for services with you. However, we are subject to regulatory requirements to retain data for specified minimum periods. We also reserve the right to retain data for longer than this due to the possibility that it may be required to defend a future claim against us. In any case, we will not retain your personal data for longer than 7 years after our contractual agreement has been terminated. You have the right to request deletion of your personal data. We will comply with this request, subject to the restrictions of our regulatory obligations and legitimate interests as noted above.

How can you access the information we hold about you?

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email or write to us using the contact details noted below.

When your personal data is processed by automated means you have the right to ask us to move your personal data to another organisation for their use.

This service is free of charge. We shall respond to your request as promptly as possible, but no later than 30 calendar days from receiving it.

What if you want us to stop using your personal information?

You have the right to object to our use of your personal information, or to ask us to delete, remove or stop using your personal information if there is no need for us to keep it. This is known as your “right to object” and “right to erasure” or the “right to be forgotten.” There may be legal or other reasons why we need to keep or use your data but please tell us if you think that we should not be using it. You can ask us to restrict the use of your personal information if:

If you want to object to the way we use your data or ask us to delete it or restrict how we use it, please contact us.

How to withdraw your consent

You can withdraw your consent at any time. Please contact us if you want to do so. If you withdraw your consent, we may not be able to provide certain products or services to you. If this is so, we will tell you.


We use cookies to track visitor use of the website and to compile statistical reports on website activity.

For further information visit

You can set your browser not to accept cookies and the above website tells you how to remove cookies from your browser. However, in a few cases some of our website features may not function as a result.

Other websites

Our website contains links to other websites. This privacy policy only applies to this website so when you link to other websites you should read their own privacy policies.

What can you do if you are unhappy with how your personal data is processed?

If you are unhappy with how your personal data is processed, please contact us and we will endeavour to resolve your issue by following our complaints procedure, details of which are highlighted below. You also have a right to lodge a complaint with the supervisory authority for data protection. In the UK this is:

The Information Commissioner’s Office
Wycliffe House
Water Lane

Telephone: 0303 123 1113 (local rate)

Changes to our privacy policy

We keep our privacy policy under regular review, and we will inform you of any changes when they occur. This Privacy Notice was last updated on 02/04/2024

Contact us about your information

Please contact us if you have any questions about our privacy policy or information we hold about you by writing to us at our usual business address or by email at

Consent, information usage and sharing

The Personal Finance Centre Limited is committed to keeping your information private.

By your ‘information’ we mean any information about you or anyone associated with you that you or a third party provides to us, as a result of the application process.

By proceeding you are confirming that you have consent of all persons named on the application to act and accept these terms and conditions on their behalf and in doing so give consent to us, our lenders, Credit Reference Agencies (CRA’s) and associated brokers to process your and their data in the ways described below.

In order to provide the service you have requested we will process your information and share it with our panel of lenders, CRA’s, other brokers and any other third party we believe may be able to help you.

In order to assess creditworthiness, verify identities, prevent financial crime and so we can find the right lender for your circumstances, we and our lenders may perform ‘soft’ credit searches (quotation searches) on you and anyone to whom you are financially linked. This search is conducted by a CRA and details of the CRA’s we work with are available on request. The result of the ‘soft’ search will be recorded on your file and or anyone you are financially associated with by the CRA but will not be visible to anyone but you or your financial associates. These searches have no impact on your credit score or the credit score of your financial associates.

If you choose to proceed with a loan, your selected lender may perform a ‘hard’ credit search (application search), to verify your identity, confirm your address, assess your creditworthiness and to prevent and detect financial crime. In doing so, the CRA will add the details of this search to all credit files relevant to the application. This search can be viewed by the credit reference agency and any other organisation that conducts a credit search, including lenders. These organisations may use this information in the future to help make credit decisions, prevent financial crime and to trace debtors.

If false or inaccurate information is provided, or if a reasonable suspicion of fraud or any other criminal offence is identified, details will be shared with fraud prevention agencies, law enforcement agencies and regulatory bodies who may access and use this information. We and other organisations may access and use the information recorded by fraud prevention agencies to prevent fraud and money laundering, for example, when:

Information held about applicants by CRA’s may already be linked to records related to one or more of your partners or members of your household. For the purpose of this application you may be treated as financially linked and the application may be assessed with reference to any ‘associated ‘records:

With your consent, both we and other carefully selected organisations or alternative credit and insurance providers may contact you by telephone, letter, fax, e-mail, SMS or other social media to offer other credit or insurance products which may be of interest to you. We may also send you information about money saving tips and guides, plus guides concerning fraud and scam awareness. If you do not wish to be contacted with such offers or information then please opt out of future marketing activity on our application form or e-mail us at:

How to make a complaint

Customer satisfaction and delivering good customer outcomes are central to the business of The Personal Finance Centre and we take all customer complaints very seriously, managing complaints to the regulatory standards of the Financial Conduct Authority (“FCA”) and complying with Treating Customers Fairly guidelines.

We hope that you will be happy with the service received, however where we do receive a complaint or we become aware of customer concerns or unease, we aim to handle the matter as quickly as possible through our appropriate, transparent and effective complaints procedure which gives priority to resolving customer dissatisfactions as efficiently, clearly and fairly as possible, within a reasonable timescale.

Please let us know about any concerns as soon as possible – the sooner we know, the sooner we can take action.

If we are unable to resolve any dissatisfaction you may have straight away, you can contact us to complain via the following methods:

01482 968 600


In Writing:
Send correspondence to our registered address which is as follows:

FAO The Compliance Team
The Personal Finance Centre,
The Nook,
Saunders Way,
Cullompton, Devon
EX15 1BS.

Please tell us what happened and how you want things putting right.

Complaints Process

We will acknowledge your complaint promptly (within 3 working days of receipt of your complaint), normally via email but we can send this by letter or over the telephone at your request.

The matter will then be investigated by a senior person who, where possible is independent of the case. They will investigate your complaint competently, diligently, and impartially, obtaining further information as necessary.

We will keep you informed of the progress of your complaint throughout the investigation.

A final written response detailing our conclusions and resolution to the complaint will be sent to you within 8 weeks of receipt of your complaint. Where appropriate, this may include the offer of redress or remedial action. This letter will also confirm that if you remain dissatisfied with our final response, you may refer your complaint to the

Financial Ombudsman Service (FOS) within 6 months of the date of our final response letter, otherwise you would lose this referral right.

If we are unable to provide you with a final written response within 8 weeks of receipt of your complaint, we will write to you explaining why and advise you when you can expect a final written response, informing you that you may now refer the matter to the Financial Ombudsman if you wish.

If more than 8 weeks from the date of your complaint has passed and you haven’t received a final written response from us, you may refer the matter to the Financial Ombudsman services.

Their contact details are as follows:

The Financial Ombudsman
Exchange Tower
E14 9SR

0300 123 9 123 or 0800 023 4567



Please note that before the Ombudsman service can look into your complaint, they will expect you to have first got in touch with us and given us the chance to put matter right.

Please also bear in mind that if your complaint involves information from third parties, some delays could be beyond our control. We will, however, pursue information on a regular basis.

Third Party Complaints

In the event that we receive a complaint that is not about us, or our services, and assuming that we can identify the firm to whom the complaint should be addressed, we will carry out the following action:

We will write to the firm concerned, explaining that we believe the complaint in question to be theirs, and suggesting that they contact you directly.

We will enclose a copy of your original complaint letter.

We will write to you, giving contact details of the relevant firm, and invite you to get in touch with them directly. We will also provide you with a copy of the letter we send to the firm.

We will copy the new firm in on this letter.

We are committed to treating customers fairly and performing to high professional standards, aiming to be fair and reasonable in all our dealings with customers ensuring an appropriate degree of protection for them.

We keep accurate and comprehensive records of complaints received as well as any actions taken to improve services as a consequence of complaints.


We welcome feedback that may help us to improve our services. Therefore, if you have any suggestions or comments, please tell us your thoughts by visiting our ‘contact us’ page.

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