Our contact details
Name: Mortgage Quest
The Sycamores, 43 Kneesworth Street, Royston, Hertfordshire, SG8 5AB Phone Number: 01763 244884
The type of personal information we collect
We currently collect and process the following information:
- Personal identifiers, contacts and characteristics (for example, name and contact details);
- Financial information (for the purpose of combating fraud and money laundering);
- Health and medical information (for the purpose of providing insurance advice);
- Property information (for the purpose of mortgage underwriting);
- See our privacy and cookies policy for details of information collected by our website.
How we get the personal information and why we have it
Most of the personal information we process is provided to us directly by you for one of the following reasons:
- Mortgage advice, assessment/qualification and underwriting;
- Insurance advice, assessment/qualification and underwriting.
This information is collected on a ‘contractual’ basis to assist us with providing you with a mortgage and protection advice service.
We also receive personal information indirectly, from the following sources in the following scenarios:
- Lenders – Will provide us with necessary information to assist in providing advice, establishment of a lending product or the ongoing servicing of our customers;
- Insurers – Will provide us with necessary information to assist in providing advice, establishment of an insurance product or the ongoing servicing of our customers.
We use the information that you have given us in order to provide you with mortgage and/or insurance advice.
We may share this information with:
- Lenders (the specific lenders approached will be disclosed to you during the advice process);
- Insurance companies (the specific insurers approached will be disclosed to you during the advice process);
- The Financial Conduct Authority (regulatory purposes);
- The Information Commissioner’s Office (law enforcement);
- National Crime Agency (Law enforcement)
- Other law enforcement bodies (law enforcement);
- Customer Relationship Management and Product Sourcing Systems (day to day processing of your data).
Under the General Data Protection Regulation (GDPR), the lawful bases we rely on for processing this information are:
- We have a contractual obligation;
- We have a legal obligation;
- We have a legitimate interest.
How we store your personal information
Your information is securely stored in electronic format using our customer relationship management system, The Key.
Additionally, we also make use of market leading product sourcing technology provided by Mortgage Brain, Trigold, iPipeline and AIR sourcing.
We keep the above personal information for as long as is necessary to fulfil our regulatory and legal responsibilities. This means that we will retain your information for as long as you are legally able to file a complaint or as long as we have a legal obligation to do so under Anti-Money Laundering legislation. We will then dispose your information by permanently deleting from our files.
Your data protection rights
Under data protection law, you have certain rights; including:
- Your right of access – You have the right to ask us for copies of your personal information.
- Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
- Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
- Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
- Your right to object to processing – You have the the right to object to the processing of your personal information in certain circumstances.
- 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, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Please contact us at: firstname.lastname@example.org if you wish to make a request.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us at email@example.com
You can also complain to the Information Commissioner’s Office [ICO] if you are unhappy with how we have used your data.
The ICO’s address:
Information Commissioner’s Office
Helpline number: 0303 123 1113
ICO website: www.ico.org.uk
WHO ARE WE?
Name: Mortgage Quest
Address: The Sycamores, 43 Kneesworth Street, Royston, SG8 5AB
Contact Email Address: firstname.lastname@example.org
What information is being collected?
We are collecting information that is provided through the contact form on this website, as well as data collected from cookies on our website.
This data comprises of your name, email address, phone number and product interests.
How will we use the information about you?
We process personal information for certain legitimate business purposes, which include some or all of the following:
- By providing this data, you have registered interest in us contacting you using the contact details provided to discuss the products and services listed on our website
- To update and maintain our internal records.
- To track website usage in order to make improvements to the website.
It should be noted that you have no legal or contractual obligation to provide your personal data for the purposes listed above, and there are no consequences to you for this data not being provided outside of the purposes of the processing listed above not being fulfilled.
This data will not be used for any automated decision making or profiling purposes.
We will retain this data for a period of 2 years for use in the legitimate business purposes listed above.
You may choose to opt out of the processing of your data at any time by contacting us on the details listed in the ‘Who We Are’ section of this policy. We may retain some of your information to ensure that we can keep a record to identify that you wish no further processing of your data to take place, and to comply with any legal and/or regulatory responsibilities we hold.
If any business is transacted with the company, the new data retention period that supersedes any previously agreed retention period will be outlined to you as part of this process, and we will also supply you with the reasoning for this new retention period.
Who will have access to this data
This data can be accessed by members of Mortgage Quest, our lender and provider partners and also by staff members at our Principal Firm The Right Mortgage Ltd, as we may store customer records on our shared back office system.
Your rights to our processing of your data
Under the General Data Protection Regulation, you have the following rights:
The right to know if we are processing your personal data, what data we are processing and why we are processing it- which we have detailed above.
The right to access confirmation that we are processing your data and access the personal data we hold for you. The way to request this information is detailed in the ‘Subject Access Requests’ section of this policy.
The right to request correction of any inaccurate personal data that we process relating to yourself. This can be requested in writing using the contact details listed in the ‘Who We Are’ section of this policy.
The right to obtain and reuse your personal data for your own purposes across different services.
The right to object to:
- processing based on legitimate interests or the performance of a task in the public interest/exercise of official authority (including profiling);
- direct marketing (including profiling)
The right to request that we delete personal data that we process relating to you if:
- We no longer need the data
- If you withdraw your consent for us to process your personal data and we don’t have another legal basis to hold this data
- If you object to our processing and we don’t have a legitimate ground to process it
- If we are processing your personal data unlawfully
- If we must delete the data due to a legal obligation
The right to request that we restrict our processing of your personal data if:
- You contest the accuracy of the data
- Our processing is unlawful but you don’t want us to delete the data
- We don’t need to process your personal data anymore but you need it for a legal claim
- You object to our processing of your personal data on the basis of our legitimate interest
If you wish to enact any of these rights, please contact us using the details in the ‘who we are’ section. For further information on these rights, please visit the ICO website.
Subject Access Requests
You may request a copy of the information we hold for you through a subject access request. This can be done by contacting us using the details listed in the ‘who we are’ section, detailing which information you would like access to. There is usually no cost, and which will be complied with within 1 month. Where the request is considered to be manifestly unfounded or excessive, we may charge administrative costs or refuse the request. If you are unhappy with the response from Mortgage Quest, and this cannot be resolved directly by contacting us, please contact the Information Commissioners Office.
Complaints related to data processing
If you are unhappy with the way in which we are processing your data, please contact us directly in the first instance to resolve this issue. If this issue cannot be resolved directly by contacting us, please contact the Information Commissioners Office.
All Cookies used by and on Our Site are used in accordance with current Cookie Law.
Before Cookies are placed on your computer or device, you will be shown a prompt e.g. cookie pop up requesting your consent to set those Cookies. By giving your consent to the placing of Cookies you are enabling us to provide the best possible experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of Our Site may not function fully as a result.
Certain features of Our Site depend on Cookies to function. Cookie Law deems these Cookies to be “strictly necessary”. These Cookies are shown below in section 13.5. Your consent will not be sought to place these Cookies, but it is still important that you are aware of them. You may still block these Cookies by changing your internet browser’s settings as detailed below in section 13.9, but please be aware that Our Site may not work properly if you do so. We have taken great care to ensure that your privacy is not at risk by allowing them.
The following first party Cookies may be placed on your computer or device:
|Name of Cookie||Purpose||Strictly Necessary|
|__cfduid||Identifying trusted website traffic||Yes|
|rc::c||Distinguishing between humans and bots||Yes|
|is_unique||Identifying frequency of visits||No|
|sc_is_visitor_unique||Identifying unique visitors||No|
|statcounter_bounce||Identifying web usage||No|
|__atuvc||Social Sharing Features||No|
|__atuvs||Social Sharing Features||No|
|_at.cww||Social Sharing Features||No|
|sc_medium_source||Monitoring how user entered the site||No|
|Uvc||Social Sharing Features||No|
|Xtc||Social Sharing Features||No|
In addition to the controls that we provide, you can choose to enable or disable Cookies in your internet browser. Most internet browsers also enable you to choose whether you wish to disable all cookies or only third-party cookies. By default, most internet browsers accept cookies but this can be changed. For further details, please consult the help menu in your internet browser or the documentation that came with your device.
You can choose to delete cookies on your computer or device at any time, however you may lose any information that enables you to access our site more quickly and efficiently including, but not limited to, login and personalisation settings.
It is recommended that you keep your internet browser and operating system up-to-date and that you consult the help and guidance provided by the developer of your internet browser and manufacturer of your computer or device if you are unsure about adjusting your privacy settings.
Know Your Cookies
All Cookies used by and on Our Site are used in accordance with current Cookie Law. We may use some or all of the following types of Cookie:
Strictly Necessary Cookies
A cookie falls into this category if it is essential to the operation of our website. Strictly necessary cookies may, for example, be required for functions such as logging in, storing items in a shopping basket, or enabling payment transactions.
Understanding how users use our website can be extremely valuable. Analytics cookies provide insights into many factors such as how users are navigating around the site and what features they are using. Analytics cookies may often be set by third parties, but not always.
Many websites offer some level of personalisation and functionality cookies play a key role here. For auditing purposes, however, it is important not to confuse these with the strictly necessary variety. If the site can be used properly without the cookie, it isn’t strictly necessary.
It is important to know when and how often someone visits our website, and which parts of it they have used (including which pages they have visited and which links they have followed). As with analytics cookies, targeting cookies allow us to better understand our users, enabling us to make our site and, more importantly, the advertising on it more relevant to those users’ interests. Targeting cookies may often be set by third parties.
As the name suggests, these cookies are placed directly by our website (as opposed to those placed by third-party services, for which see below). Most, if not all, of your strictly necessary and functionality cookies will likely be first-party cookies.
These cookies are placed by third parties providing services such as advertising and analytics. Analytics and targeting cookies are common types of third-party cookie as such work is often not undertaken in-house.
Any of the cookies listed above may be a persistent cookie. Persistent cookies are those which remain active on a user’s computer or device for a predetermined period of time and are activated when that user visits your website.
Any of the above types of Cookie may be a session Cookie. Session Cookies are temporary and only remain on your computer or device from the point at which you visit Our Site until you close your browser. Session Cookies are deleted when you close your browser.
For more specific details of the Cookies that We use, please refer to the table provided above.
Links to other websites
Our website may contain links to third party websites. It should be noted that we do not have any control over these websites and so we are not responsible for the protection and privacy of any information which you provide whilst visiting such sites, which are not governed by this privacy statement. For this information, please consult the privacy statement applicable to the website in question.
What to do if you have a complaint about our service:
If you wish to register a complaint, please contact:
…in writing The Right Mortgage, St Johns Court, 70 St Johns Close, Knowle, B93 0NH
…by phone 01564 732744
A summary of our internal complaints handling procedure is available on request. If we cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service.