Privacy Policy

We are Lance Mortgages Ltd, trading as Lance Mortgages. We are an Appointed Representative of Your Mortgage People Ltd.

Lance Mortgages know that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and sensibly. This notice sets out the privacy policy of Lance Mortgages and describes how we will use, and look after, the personal information that you provide to us. By visiting our website, www.lancemortgages.co.uk, or agreeing to work with us you are accepting and consenting to the practices described in this Privacy Notice.

YOUR PERSONAL DATA

Personal data relates to an individual who can be identified from that data. Identification can be by the information alone or in conjunction with any other information in the possession of Lance Mortgages or information likely to enter our possession. The processing of personal data is governed by the General Data Protection Regulation (GDPR).
We value your privacy in respect of all the personal information you give to us by any means. We will treat any and all information received confidentially; your information will not be shared outside Your Mortgage People Ltd and associated group of companies unless:

• The law requires us to do so.
• It is necessary to share the information to comply with a regulatory or legal process.
• You have given verbal or written consent.
• It is necessary for the performance of a contract.
• It is necessary to protect your vital interests or the vital interests of another person.
• It is necessary for the performance of a task carried out in the public interest.
• It is necessary for the purposes of the legitimate interests pursued by us or a third party unless such interests are overridden by your interests or fundamental rights and freedoms under data protection law.

We do not guarantee that any emails sent to us by you will be received safely.

Please contact us via telephone on 01489 359302 if you are in any doubt or wish to check the status of an email sent to us.

We do not guarantee that emails sent by us to you will be secure although we will take appropriate technical and organisational measures to try and ensure that your personal data is processed safely and securely in accordance with our obligations under the GDPR. Our Data Protection Officer is Scott Harris – scott.harris@yourmortgagepeople.co.uk.

WHO ARE LANCE MORTGAGES?

Lance Mortgages Ltd, trading as Lance Mortgages. Regulated by the Financial Conduct Authority to provide regulated products and services. REF: 959169. Registered office Fair Trade House, 3 Whittle Avenue, Fareham, Hampshire, PO15 5SH. Company registration number 13515245. We are an Appointed Representative of Your Mortgage People Ltd, which is also authorised and regulated by the Financial Conduct Authority ref. 685250. Their company registration number is 08503153 and their ICO reference is ZB362388.

WHAT INFORMATION DO WE GATHER?

To facilitate our services, we will need to gather certain personal information from you when you contact or interact with us. We will also use this information for security, identification and verification purposes.

We will only ever collect information that helps us provide our services to you.  We will keep your information for as long as is needed and only for the following purposes:

• Legitimate business activities
• Statutory or legal obligations
• Auditing and regulatory purposes

When you make an enquiry with us about any of the services we offer, either directly or through a third party, we’ll ask you to provide some initial information. This may include some or all of the following:

• Full name
• Previous names
• Current home address
• Previous residential addresses
• Date of birth
• Landline and mobile phone number
• Email address

If you give personal information about someone else (such as a joint applicant), you must have their permission to do so.

Some of the services we offer, such as insurance advice, requires us to collect and process information that is “sensitive”. This type of information can include details about your health and any criminal convictions you have. This information will always be stored securely.

Throughout the course of your relationship with us, we will hold your personal information securely in our systems. This will include any information provided by you in various ways, including, but not limited to:

• In applications, emails and letters, during telephone calls, when registering for services, in customer surveys, when you participate in competitions and promotions, when using our website, and during fact find reviews and interviews.
• From analysis (including the creation of profiles used to uniquely identify you when you use our online, mobile and telephony services) which are used to help us combat fraud and other illegal activity; and
• Information we receive from or through other organisations, such as, credit reference agencies, mortgage lenders, insurance companies, comparison websites, social networks, and fraud prevention agencies, whether in the course of providing products and services to you or otherwise, and from information we gather from your use of and interaction with our website and the devices you use to access them.

If there is a change to any of your personal information and you notify us, we will update your records in our systems.  Where we have introduced you to another third party, we are unable to update your details with them and you will need to contact them directly to notify them of these changes.

We perform anti-fraud, credit and security checks using your details and receive information about you from other sources, such as credit reference agencies, which will be added to the personal information which we already hold about you.

LEGITIMATE INTERESTS

Under UKGDPR, organisations can use personal information where the benefits of doing so are not outweighed by the interests, fundamental rights, or freedoms of individuals. The legislation calls this the “Legitimate Interests” basis for processing personal data.

The types of benefit that we are likely to rely on this basis for processing personal data are outlined below:

• Complying with legal and regulatory requirements – We must comply with our legal and regulatory requirements. We are primarily regulated by the Financial Conduct Authority, and we may be required to provide information to them, or other regulatory bodies, as part of our regulatory or legal responsibilities.
• Ongoing service – When the product or service that we have recommended to you expires or is due for renewal, we will contact you to notify you of this so we can start exploring the options available to you.
• Training our staff – To offer the best possible standards of service, we use the information we collect to train our staff so they can assist our customers better.
• Marketing services – We will process your personal data in order to inform you of other similar products and services provided by us and our partners.
• Reporting and analytical purposes – We process personal information to help us analyse the service we are providing and the outcomes our customers are receiving, this is done to ways to improve these services.
• Tracking activity – We monitor how people use our website or get in touch with us so that we can identify ways to improve the ease of accessing out services.
• Maintaining our records and other administrative purposes – We will process personal information in order to ensure that the data we hold is up to date and accurate.
• Investigating and resolving complaints – If you have a reason to make a complaint, we will use your information to assess your points of complaint and address them appropriately.
• Email tracking – Not all of our email communications use email tracking but some do, this helps us to improve our communications to our customers.
• Invitations to take part in market research – We aim to continuously improve our services and sometimes we need feedback from our clients to achieve this, we may ask you to participate in market research to achieve this.  It’s entirely up to you whether you chose to do so.
• Payment processing – We will process your personal data in order to process payments for our services when appropriate.

HOW DO WE PROCESS PERSONAL DATA & HOW WILL IT BE USED?

At times, we may need to share your data with service providers outside of the UK & EU for processing to enable us to provide the best service to you. This may happen in situations such as when we make use of cloud computing systems or enlist service providers to support our quality of service for you. If we need to transfer your personal information to another organisation for processing in countries that aren’t listed as ‘adequate’ by the European Commission, we’ll only do so if we have appropriate safeguards in place. You have a right to object to your data leaving the UK & EU, if you’d like to do so please contact us as outlined below.

You can choose to change the medium of communication you receive from Lance Mortgages e.g. letter, email, SMS, phone and opt out of Marketing for any or all products and services at any time by emailing marketing@lancemortgages.co.uk or calling 01489 359302.

WHO WILL USE YOUR PERSONAL INFORMATION

If we wish to share your personal data with anybody not mentioned above, or for any purpose other than those laid out in this document, we will always inform you before doing so.

AUTOMATED DECISION-MAKING

Sometimes it is necessary for us to approach a lender to obtain a Decision in Principle (DIP). To obtain a DIP we will process your personal information through a lender’s automated decision-making system which will provide an initial lending decision based on logic and algorithms programmed into it by the lender. Whilst we do not determine the logic or algorithms used in the automated decision system, we can put you in touch with the respective lender should you require it. We will always gain your consent before completing a DIP.

HOW SECURE IS INFORMATION ABOUT ME?

We work hard to protect your information; we have secure in house servers and encourage high levels of compliance across our businesses. Our data storage systems include a protected backup solution to ensure the safety and integrity of your personal information.

Payments made using Sage Pay to Lance Mortgages are encrypted using 128 bit SSL encryption but once on their systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

We use an XPLAN sourcing portal for life insurance. The servers are secure to industry standard and they use internationally recognised data encryption on their client portal. XPLAN are also independently assessed and have the ISO 27001 accreditation.

YOUR RIGHTS & YOUR PERSONAL DATA

Unless subject to an exemption [under the GDPR], you have the following rights with respect to your personal data:

• The right to request a copy of your personal data that Lance Mortgages holds about you.
• The right to request that Lance Mortgages corrects any personal data if it is found to be inaccurate or out of date.
• The right to request your personal data is erased where it is no longer necessary for Lance Mortgages to retain such data.
• The right, where there is a dispute in relation to the accuracy or processing of your personal data, to request a restriction is placed on further processing.
• The right to data portability.
• The right to object to any automated individual decision making.
• The right to object to the processing of your personal data.
• The right to lodge a complaint with the Information Commissioner’s Office (ICO).

CREDIT SEARCHES

In order to find the most suitable product for you our lenders may use the information held at credit reference agencies (CRAs). How our lenders and the CRAs will use your information is detailed in the section of the terms and conditions called ‘use of personal information’. By confirming your agreement to proceed you are confirming that we may use your personal information in this way.

Use of personal information

Our lenders will search a CRA who will provide them with publicly held data including the electoral roll and shared credit performance data. If you have a financial associate their data may also be provided.

We will use the information provided by a CRA to help decide which products may be best for you. It is important to note that there may be other products available from lenders who are not represented by this service. When the CRA receives a search they will place a quotation search footprint, also known as a ‘hard search’, on your credit report, whether or not you decide to apply for the product. Please note, this search may affect your ability to gain credit.

The information which we provide to the CRA may be supplied by them to other organisations and used by those organisations for the purposes of checking identity, preventing fraud, tracing and collection of debt. The CRA may also use the data to undertake statistical analysis.

If you choose to apply for a product, lenders will undertake a further credit check and provide you with the terms and conditions for the product.

You can contact the CRAs as follows. They will charge you a small statutory fee if you wish to obtain a copy of your credit report:

• Experian
Consumer Help Service, PO Box 8000, Nottingham, NG80 7WF
0844 4818000
www.experian.co.uk
• TransUnion
One Park Lane, Leeds, West Yorkshire, LS3 1EP
0330 024 7574
www.transunion.co.uk
• Equifax PLC
Credit File Advice Centre, PO Box 3001, Bradford, BD1 5US
0870 010 0583
www.equifax.co.uk

Information Commissioner’s Office (ICO)

If you have a complaint regarding the way that we have handled your personal data, please contact us using the details below so that we can investigate your complaint:
Post: Lance Mortgages, Fair Trade House, 3 Whittle Avenue, Fareham, Hampshire, PO15 5SH
Phone: 01489 359302
Email: hello@lancemortgages.co.uk
Once we have investigated your complaint, if you are still not satisfied with the outcome, you have the right to complain directly to the Information Commissioner’s Office at the address below. It is not necessary for you to complain directly to us before complaining to the Information Commissioner’s Office.

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow, Cheshire
SK9 5AF
0303 123 1113
Email via online form at www.ico.org.uk

For further information about your rights and about how to complain, you can visit the ICO’s website at www.ico.org.uk.

FURTHER PROCESSING

If we wish to use your personal data for a new purpose, not covered by this Data Protection Notice, then we will provide you with a new notice explaining this new use prior to commencing the processing and setting out the relevant purposes, processing conditions and lawful basis upon which we intend to process the data. Where and whenever necessary, we will seek your prior consent to the new processing.

We may use any feedback you give about our services for training and marketing purposes.

All of our telephone calls are recorded, we may use these calls for training or monitoring purposes.

CO-BRANDED AND JOINT OFFERINGS

In the future we may offer co-branded products and services such as those offered by parent or affiliated companies, if you wish to opt out of this please submit a request via our contact us page on the website, calling us on 01489 359302 or emailing marketing@lancemortgages.co.uk.

TERMS AND CONDITIONS

Should you participate in any of our client offers you can find full terms and conditions on our websites:
https://www.yourprotectionpeople.co.uk/terms-and-conditions/
https://www.yourmortgagepeople.co.uk/terms-and-conditions/
https://www.lancemortgages.co.uk/terms-and-conditions/