Privacy Policy And Complaints Policy
Last updated: 22/10/2025
Who we are:
Mayflower Mortgage & Finance LTD is authorised and regulated by the Financial Conduct Authority under the firm reference number of 944601.
Mayflower Mortgage & Finance LTD is a firm registered in England & Wales under registration – 12651855. Registered Office - 1 Barnfield Crescent, Exeter, England, EX1 1QT
Data Protection Officer – Lulu Pawley, Operations Director of Mayflower Mortgage and Finance, 1 Barnfield Crescent, Exeter, EX1 1QT
What data do we collect?
Our Company collects the following data:
Title, name, date of birth, gender, nationality, civil/marital status, contact details, addresses and documents that are necessary to verify your identity
Employment and remuneration information, (including salary/bonus schemes/overtime/sick pay/other benefits), employment history
Bank account details, tax information, loans and credit commitments, personal credit history, sources of income and expenditure, family circumstances and details of dependents
Health status and history, details of treatment and prognosis, medical reports (further details are provided below specifically with regard to the processing we may undertake in relation to this type of information)
Any pre-existing Mortgage and Insurance products and the terms and conditions relating to these.
How do we collect your data?
We will collect and record Your Personal Data from a variety of sources, but mainly directly from you. You will usually provide information during the course of our initial meetings or conversations with you to establish your circumstances and needs and preferences in relation to Mortgages and Insurance. You will provide information to us verbally and in writing, including email.
We may also obtain some information from third parties, for example, credit checks, information from your employer, and searches of information in the public domain such as the voters roll, as detailed below. If we use technology solutions to assist in the collection of Your Personal Data for example software that is able to verify your credit status. We will only do this if we have consent from you for us or our nominated processor to access your information in this manner. With regards to electronic ID checks we would not require your consent but will inform you of how such software operates and the purpose for which it is used.
Special Category Data
In the course of your interactions with Mayflower Mortgage and Finance Limited you may share information that is classified as ‘Special Category Data’. This could include data about:
Race
Ethnic origin
Politics
Religion
Trade union membership
Genetics
Biometrics
Health
Sex life
Sexual orientation
Where you do share information relating to any of these categories e.g., when you may share information about your health or a characteristic of vulnerability Mayflower Mortgage and Finance Limited will always seek explicit consent from you to store and process such information.
How will we use your data?
Our Company collects your data so that we can:
Process your application and manage your request.
Email you with special offers on other products and services we think you might like.
To monitor the performance of our products and services to ensure consumer outcomes are being achieved
Introduce you to our partners companies listed within our self build savers solution
| Purpose/Activity | Type(s) of data | Lawful basis for processing |
|---|---|---|
| To initially engage with you to discuss your requirements | Identity Contact |
Consent Necessary for our legitimate interests (Public interest in the processing of personal data and administrative purposes). |
| To source products, provide indicative quotes, and process & indicative quotes, and process & deliver your application for a mortgage or protection product | Identity Contact Financial Transaction Marketing & Comms Special Category |
Performance of a contract with you. To comply with a legal obligation Necessary for our legitimate interests (to recover debts due to us) Mayflower will seek Explicit Consent when collecting special category personal data |
| To manage our relationship with you which will include: • Notifying you about changes to our terms or privacy policy • Customer reviews / surveys/marketing • Re-engagement when existing • Products near expiry / review protection needs |
Identity Contact Profile & Usage Marketing & Comms |
Performance of a contract with you To comply with a legal obligation Necessary for our legitimate interests (to re-engage with you to review your existing mortgage / protection needs, and to maintain and improve customer service standards) |
| To respond to case enquiries and input to & defend against complaints To perform an affordability check for a property on behalf of an Estate Agent or New Home Builder |
Identity Contact Profile & Usage Transaction Marketing & Comms Special Category |
To comply with a legal obligation Necessary for our legitimate interests (to ensure that complaints can be responded to accurately) Legal Claims & Judicial Acts |
| To perform an affordability check for a property on behalf of an Estate Agent or New Home Builder | Identity Contact Financial Profile & Usage |
Necessary for our legitimate interests and of the New Home Builder / Estate Agent (to ensure that a property is affordable before proceeding with the purchase process) |
| To administer and protect our business and our website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) | Identity Contact Technical |
To comply with a legal obligation Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) |
| To use data analytics to improve our website, products/services, marketing, customer relationships and experiences | Technical Profile & Usage |
Necessary for our legitimate interests (to analyse customer usage, update our website, to develop our business and to inform our marketing strategy) |
| To Electronically check your ID documents – Via a company called Nevo | Identity Contact Financial Technical Profile & Usage |
Necessary for our legitimate Interests To comply with a legal obligation |
Where we are required to collect personal data by law, or in order to fulfil a contract with you, failure to provide that data may mean we are unable to comply with our legal obligations or perform the contract. In such circumstances, we may be unable to provide the related service, and we will inform you if this is the case
Lawful Basis for Processing Data
If you agree, Our Company will share your data with our partner companies so that they may offer you their products and services.
| Type of recipient | Reason |
|---|---|
| Lenders and protection product suppliers | To source and submit applications in order to conclude the contract for the mortgage / protection application and the ongoing servicing of these contracts. |
| External suppliers | Specialist IT system providers to facilitate the sourcing of products, to provide continuing advice, to inform you about relevant products and services, and to request feedback on customer service standards. It may also be necessary to share your personal information with non-affiliated companies who perform support services on our behalf including those that provide professional, legal or accounting advice to Mayflower Mortgage & Finance Limited. |
| Solicitors / Conveyancers | To update the firm of solicitors / conveyancers with whom you are interacting about the progress of your application and confirm your identity / proof of deposit. |
| Estate agents / new home builders | To update the firm of mortgage / protection advisers, estate agents and home builders with whom you are interacting about the results of affordability checks and progress of your application. |
| Licensed Credit Agencies | For the purposes of confirming your identity to comply with Anti Money Laundering requirements to perform a credit assessment to assess your eligibility; as part of an application request for a Lenders Decision In Principle; and to perform a credit assessment with your consent as part of a full application. |
| Regulators | Sharing of information may be necessary to fulfil our legal obligations as a regulated profession, for example with the Financial Conduct Authority, to verify your identity and comply with Anti Money Laundering legislation, and otherwise co-operate with law enforcement, legal proceedings or regulatory authorities. |
| Others | Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice |
When Our Company processes your data, it may send your data to, and also use the resulting information from, credit reference agencies to prevent fraudulent purchases.
How do we store your data?
Your data is primarily stored securely within the United Kingdom, in compliance with UK data protection regulations. However, in some cases, your data may be transferred to our trusted team in the Philippines for the specific purpose of costing your build. Any such transfers are carried out with appropriate safeguards in place to ensure your data remains protected and handled responsibly at all times
| Purpose of processing | Retention |
|---|---|
| Successful mortgage / protection applications | For the full mortgage or protection policy term – six years from the date the application completes. |
| Withdrawn, stalled, incomplete and failed mortgage/ protection applications | 2 years from the date the latest application was started, or 6 years from the application submitted date if application was submitted and subsequently rejected or from creation date if advice has been provided but not pursued. |
| Affordability assessments for new build property | 2 years from Decision In Principle if affordability check does not proceed to a full mortgage application. |
| Enquiry data obtained from third parties (Estate Agents, websites) that do not result in an application for a mortgage / protection product | 2 years from the date the lead was received from the Introducer. |
Marketing
Mayflower Mortgage and Finance Limited understands that with the introduction of the Consumer Duty, it is likely the level of communications issued by our business will increase. This will be necessary to support customers to understand the products and services offered and to provide support to customer throughout the lifecycle of the relationship.
Our Company would like to send you information about products and services of ours that we think you might like, as well as those of our partner companies as part of our self build savers solution, listed here: Self Builders Savers Solution — Mayflower Mortgage. If you have agreed to receive marketing, you may always opt out at a later date.
You have the right at any time to stop Our Company from contacting you for marketing purposes or giving your data to other members of the Our Company Group. To do so you can unsubscribe from our mailing list or contact us on info@mayflowermortgage.co.uk requesting so
What are your data protection rights?
Our Company would like to make sure you are fully aware of all of your data protection rights. Every user is entitled to the following:
The right to withdraw – You have the right to withdraw your consent at any time when the lawful basis of the processing is consent.
The right to access – You have the right to request Our Company for copies of your personal data. We may charge you a small fee for this service.
The right to rectification – You have the right to request that Our Company correct any information you believe is inaccurate. You also have the right to request Our Company to complete the information you believe is incomplete.
The right to erasure – You have the right to request that Our Company erase your personal data, under certain conditions.
The right to restrict processing – You have the right to request that Our Company restrict the processing of your personal data, under certain conditions.
The right to object to processing – You have the right to object to Our Company’s processing of your personal data, under certain conditions.
The right to data portability – You have the right to request that Our Company transfer the data that we have collected to another organization, or directly to you, under certain conditions.
If you have any concerns regarding the manner in which your personal data has been processed, you should raise the matter with us and we will seek to resolve it promptly. Should you remain dissatisfied with our response, you have the right to lodge a complaint with the Information Commissioner’s Office. You can contact them by calling 0303 123 1113 or online at www.ico.org.uk/concerns
Rights Related to Automated Decision-Making and Profiling - The right in relation to automated decision making and profiling – this allows individuals to object to their data being used in an automated individual decision-making process (making a decision solely by automated means without any human involvement) and profiling (automated processing of personal data to evaluate certain things about an individual). Profiling can be part of an automated decision-making process. We will automate email communications based on your engagement with our services, continuing until you are no longer active within our marketing funnel
If you make a request, we have one month to respond to you. If you would like to exercise any of these rights, please contact us at our email, info@mayflowermortgage.co.uk
Call us at: 01392 304950
Or write to us:
Mayflower Mortgage and Finance,
1 Barnfield Crescent, Exeter EX1 1QT
Complaints Process
At Mayflower Mortgage and Finance LTD it is fundamental to us that we provide you with the very best service. However, we do recognise that very occasionally things do not go as planned and in these rare circumstances we will do everything we can to rectify your issue.
We welcome you telling us about it so that we can put matters right for you and make improvements going forward.
We want to rectify your issue as soon as possible so no matter how you communicate with us, we’ll listen and act on your concerns. The easiest way is by talking to us about your concern. Please call us to discuss on 0333 577 6266 or if you prefer to email or write, you can reach us at enquiries@mayflowermortgage.co.uk or 1 Barnfield Crescent, St. David's, Exeter, EX1 1QT
To help us investigate and resolve your complaint, please make sure you include:
Your name and address
The name and address of the representative that you have dealt with
Any relevant account and policy numbers
A description of your complaint and how you have been affected
When your issue happened
A contact number (or other preferred method of contact) and a convenient time to contact you
What happens next?
We promise to do everything we can to resolve your complaint as soon as we receive it.
We’ll get in touch with you to discuss your complaint and agree the resolution to the problem.
If we can resolve your complaint within 3 business days following the day we received it, we’ll send you confirmation of this and we’ll also let you know about the Financial Ombudsman Service (FOS) at this time.
FOR MORE COMPLEX ISSUES, WE MAY NEED MORE TIME TO INVESTIGATE YOUR CONCERNS. IF THIS IS THE CASE:
We’ll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us.
We’ll keep you updated of our progress throughout our investigation.
We may need to contact you for more information using your preferred method of contact.
OUR FINAL RESPONSE:
Once we’ve completed a thorough investigation, we’ll give you a Final Response. This will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.
If for any reason you’re not happy with our decision, or it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service.
We’ll send you the full details of our decision in a ‘resolution letter’, including your right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses.
You can contact the Financial Ombudsman Service at:
Phone: 0800 0 234 567 (free from fixed and mobiles) lines
Web: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR