Your privacy matters to us. This policy explains what personal information we collect, why we collect it, how we use it, and your rights under UK data protection law (UK GDPR and the Data Protection Act 2018).
1. Who We Are
Face to Face Financial Services Ltd is the data controller responsible for your personal information.
- Company name: Face to Face Financial Services Ltd
- Company number: 04663849 (Registered in England & Wales)
- Registered address: 31 Cavendish Street, Barrow in Furness, Cumbria, LA14 1SF
- FCA number: 301970
- ICO registration: Z7932051
- Email: info@face2face-mortgages.co.uk
- Telephone: 01229 835050
We act as a credit broker, not a lender. We are authorised and regulated by the Financial Conduct Authority.
2. Data We Collect
We collect personal information in the following ways:
Information you give us directly
- Name, phone number and email address (via our contact and callback forms)
- Financial information you provide when seeking mortgage or protection advice (income, employment status, credit history, property details)
- Identification documents required for regulatory purposes (passport, driving licence)
- Any other information you choose to share with us during the advice process
Information we collect automatically
- Browser type and version
- Pages visited and time spent on our website
- IP address and approximate location
- Referring website
Special category data
In some circumstances we may need to collect sensitive personal data (such as health information relevant to protection insurance). We will always ask for your explicit consent before doing so and explain why it is needed.
3. How We Use Your Data
We use your personal information to:
- Respond to your enquiry and arrange a consultation
- Provide mortgage and financial advice tailored to your circumstances
- Search the market and submit applications to lenders and insurers on your behalf
- Verify your identity and carry out anti-money laundering checks as required by law
- Communicate with you about your application and any ongoing matters
- Meet our legal and regulatory obligations as an FCA-authorised firm
- Send you relevant updates or information about products that may be of interest (only where you have consented or we have a legitimate interest)
- Improve our website and services
4. Legal Basis for Processing
Under UK GDPR, we rely on the following legal bases:
- Contract — processing is necessary to provide the services you have requested
- Legal obligation — we must process certain data to comply with FCA regulations, anti-money laundering laws and other legal requirements
- Legitimate interests — to run our business, improve our services, and communicate with you about relevant products and updates
- Consent — where we process sensitive data or send direct marketing, we will ask for your explicit consent first
5. Who We Share Your Data With
We may share your information with:
- Lenders and mortgage providers — to search for and submit mortgage applications on your behalf
- Insurance providers — to obtain protection quotes and submit applications
- Solicitors and conveyancers — where required as part of a property transaction
- Credit reference agencies — to assess your creditworthiness where required
- The Financial Conduct Authority — as required by our regulatory obligations
- HMRC and other government bodies — where legally required
- IT and software providers — who help us operate our business (all are bound by data processing agreements)
We do not sell your personal data to any third party. We do not share your data for marketing purposes without your consent.
6. How Long We Keep Your Data
We retain personal data for as long as necessary to fulfil the purposes for which it was collected, and to comply with our legal and regulatory obligations.
- Client files and mortgage records: 6 years from the end of the client relationship (FCA requirement)
- Anti-money laundering records: 5 years from the end of the business relationship
- Enquiries that did not proceed: 12 months
- Website analytics data: 26 months
After the relevant retention period, your data is securely deleted or anonymised.
7. Your Rights
Under UK data protection law you have the following rights:
- Right of access — to request a copy of the personal data we hold about you
- Right to rectification — to ask us to correct inaccurate or incomplete data
- Right to erasure — to request deletion of your data in certain circumstances
- Right to restrict processing — to ask us to limit how we use your data
- Right to data portability — to receive your data in a structured, machine-readable format
- Right to object — to object to processing based on legitimate interests or for direct marketing
- Rights related to automated decision-making — we do not make automated decisions that significantly affect you
To exercise any of these rights, please contact us using the details in the Contact section below. We will respond within one month. There is no charge for making a request.
If you are unhappy with how we handle your data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):
8. Cookies
Our website uses cookies — small text files stored on your device — solely to help the site function correctly. We do not use analytics, tracking or advertising cookies.
Essential cookies
Required for the website to function. These cannot be disabled.
Managing cookies
You can control and delete cookies through your browser settings. As we only use essential cookies, disabling them may affect basic site functionality. For more information visit aboutcookies.org.
9. Security
We take the security of your personal data seriously and have appropriate technical and organisational measures in place to protect it against unauthorised access, loss, or disclosure.
These include secure file storage, restricted access to client data, and staff awareness of data protection obligations.
No method of transmission over the internet is 100% secure. If you have reason to believe your interaction with us is no longer secure, please contact us immediately.
10. Third Party Links
Our website may contain links to third party websites (such as lender or government sites). This privacy policy applies only to our website. We are not responsible for the privacy practices of other sites and encourage you to read their privacy policies before submitting any personal data.
11. Changes to This Policy
We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. We will post any changes on this page with an updated date. We encourage you to review this policy periodically.
This policy was last updated in February 2026.