If you are a 'Business Partner' click here to view
(the "Site"). The Site is operated by Acenden Limited ("we",
"us" and "our"). For the purposes of the Data
Protection Act 1998, we are the data controller.
1.2 Acenden is a designated servicer of mortgages for third party lenders (the Lenders).
Our role is limited to servicing mortgages, and so your mortgage remains with your
Lender. Your Lender will also hold personal information about you and you should
1.3 We are committed to protecting your privacy on-line. This policy explains how
we collect information, what we do with it and what controls you have.
1.4 By using the Site, you consent to the collection and use of information in accordance
2. Personal information we may collect from you
2.1 We may collect and process the following personal information about you:
- information (such as your name, email address, postal address and telephone number)
that you provide by completing forms on the Site, including if you register as a
user of the Site, subscribe to any service, upload or submit any material via the
Site, or request any information;
- information needed to verify your identify and the fact that you hold a mortgage
that we service;
- in connection with an account sign-in facility, your log-in and password details;
- details of any payments made by you through the Site (but not card details – see
- communications you send to us, for example to report a problem or to submit queries,
concerns or comments regarding the Site or its content; and
- information from surveys, promotions and competitions that we may, from time to
time, run on the Site, if you choose to respond to, or participate in, them;
2.2 You are under no obligation to provide any such information. However, if you
should choose to withhold requested information, we may not be able to provide you
with certain services (or register you as a user of this Site).
3. Uses made of your personal information
3.1 We use the personal information you provide to:
- enable us to provide you with the services and information offered through the Site
and which you request;
- service your mortgage including applying payments made via this Site;
- contact you requesting feedback on the Site and related issues;
- send you information we think you may find useful or which you have requested from
us, including information about our products and services, provided you have indicated
that you do not object to being contacted for these purposes (or provided you have
agreed that we may, in the case of electronic communications);
3.2 You can tell us not to contact you with information regarding our products and
services at any time by contacting us using the contacting us
4. Information about Cookies Including Third Party Cookies
4.1 The Site currently only uses session cookies and persistent cookies
to store certain information. Cookies are text files that a website transfers to your computer's
hard drive to store and sometimes track information about you.
Session cookies do not permanently store information and are not transferred to your computer's
hard drive. Persistent cookies are stored on your computer's hard drive for a set length of time
and although these cookies identify your computer, again, they do not themselves personally identify
4.2 Although cookies do identify a user's computer they do not personally identify users and passwords
- administer the Site and assist in diagnosing technical problems;
- identify new and return visitors to the Site;
- audit the accessing of resources and downloading of data from the Site;
- assist in improving and updating the Site; and/or
- assist in improving and developing our products and services.
Cookies that we Use
||Type and Duration
|Acenden site cookie -acceptance for font size change
||Persistent (2 hours fixed expiration)
||Used for remembering the users font size
|Acenden site cookie - acceptance for external sites
||Persistent (2 years)
||Used to maintain the user acceptance for third party sites
|Acenden site cookie – used by Captcha security controls
||Session (20 mins)
||Essential cookie used for customer registration, resetting passwords and contacting us
|Acenden site cookie – used for borrower authentication
||Session (10 mins)
||Used for remembering the unique session identifier of the logged in customer
4.4 Most web browsers automatically acept cookies, but if you prefer, you can change your browser to
prevent this and your help screen or manual will tell you how to do this. You can learn more about
cookies by visiting http://www.allaboutcookies.org/
which includes useful information
on cookies and how to block cookies using different types of browser. However, you may not be able
to take full advantage of the Site if you do so.
4.5 Third Party Cookies
Our website may contain links to other websites of interest. However, once you follow a link, we are
not responsible for the privacy policies of the other sites even if you access the links from the Website.
You should exercise caution and look at the privacy statement applicable to the website in question.
4.6 How to withdraw your Consent to Cookies / removing Cookies
If you want to find out more about cookies and how to manage and delete cookies from your computer you may
wish to visit www.allaboutcookies.org/
5. Information sharing
5.1 Payments are collected by our third party payment provider, currently Secure
Trading Limited (www.securetrading.com
Secure Trading will collect payment on our behalf. We will pass your account details
to Secure Trading including your mortgage account number, amount of payment, your
name, address, telephone number and email address, in order to enable Secure Trading
to identify you in order to process payments you wish to make.
5.2 In processing payments Secure Trading will collect personal details from you
including your card type, card number, issue number, security code, start and expiry
dates. These details are held and processed securely by Secure Trading, and are
not shared with us.
6.1 We place great importance on the security of all personally identifiable information
associated with our users. We have security measures in place to protect against
the risk of loss, misuse or alteration of personal information under our control.
Our security and privacy policies are periodically reviewed and enhanced as necessary
and only authorised personnel have access to personal information. Whilst we cannot
ensure or guarantee that loss, misuse or alteration of information will never occur,
we use all reasonable efforts to prevent it.
6.2 You should bear in mind that submission of information over the internet is
never entirely secure. We cannot guarantee the security of information you submit
via the Site whilst it is in transit over the internet and any such submission is
at your own risk.
6.3 It is advisable to close your browser when you have finished your user session
to help ensure others do not access your personal information if you use a shared
computer or a computer in a public place.
7. Storage of your information
7.1 Information that you submit via the Site is sent to and stored on secure servers
located in the United Kingdom. This is necessary in order to process the information.
7.2 Information submitted by you may be transferred by us to our other offices and/or
to the third parties mentioned in the circumstances set out above (see
information sharing), which may be situated in locations outside the European
Economic Area (EEA) and may be processed by staff operating in those locations.
The countries concerned may not have similar data protection laws to the EEA. Where
we transfer your information we will take all reasonable steps to ensure that your
privacy rights continue to be protected. By submitting information via the Site,
you agree to this storing, processing and/or transfer.
8. Your details
You must ensure that any registration details you provide are accurate. If you choose,
or you are provided with, a log-on ID (such as a username and password or other
identifier) as part of our security procedures, you must treat such information
as confidential and must not reveal it to anyone else. You are responsible for all
activities that occur under your log-on ID and must notify us immediately of any
unauthorised use or other security breach of which you become aware. We reserve
the right to disable any log-on ID, at any time, if in our opinion you have failed
to comply with any of the provisions of these terms and conditions or if any details
you provide for the purposes of registering as a user prove to be false.
9. Contacting us
or any requests concerning your personal data by using our
online form, by telephone on 0845 601 3679 between the hours of 9am to 5:30pm,
Monday to Friday or write to us at St. Johns Place, Easton Street, High Wycombe