If you are a 'Mortgage Customer' click here to view the privacy policy that is relevant to you.
1.1 This is the Privacy and Cookie Policy (the "Policy") for www.acenden.com (the "Site"). The Site is operated by Acenden Limited ("we", "us" and "our"). For the purposes of the General Data Protection Regulation 2016 and the Data Protection Act 2018 (together “the Data Protection Legislation”), we are a data processor.
1.2 We are authorised and regulated by the Financial Conduct Authority to administer mortgages on behalf of third party lenders (the Lenders). Acenden Limited is the data processor in respect of personal data collected and otherwise processed via the Site on behalf of the Lenders. The Lenders are the data controllers in respect of your personal data. We may process your personal data in order to manage your agreement with your Lender and comply with legal and/or regulatory requirements and for legitimate business purposes (for example, in connection with the sale, disposal, merger, reorganisation or restructuring of any of our business or assets or those of any of our group companies).
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 with this privacy policy.
1.5 We reserve the right to change this privacy policy from time to time by changing it on the Site. This privacy policy was last updated on 25 May 2018.
2.1 We may collect and process the following personal information about you:
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).
3.1 We use the personal information you provide to:
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 details at the end of this privacy policy.
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 users.
4.2 Although cookies do identify a user's computer they do not personally identify users and passwords are not stored in cookies. We use cookies, to:
Cookies that we use
4.3 Most web browsers automatically accept 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.
4.4 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.
4.5 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/
5.1 Payments are collected by our third party payment provider, currently Trust Payments Limited (www.trustpayments.com) Trust Payments will collect payment on our behalf. We will pass your account details to Trust Payments including your mortgage account number, amount of payment, your name, address, telephone number and email address, in order to enable Trust Payments to identify you in order to process payments you wish to make.
5.2 In processing payments Trust Payments 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 Trust Payments, and are not shared with us.
5.3 We may share your information with:
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.
7.1 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.
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.
You may exercise several rights in relation to the data we process about you. These are:
9.1 You have a right to rectify any incorrect or inaccurate data – please let us know if you believe that we are using any inaccurate or incomplete personal data about you.
9.2 Under certain circumstances, as determined by the Data Protection Legislation, you may ask us to:
9.3 You also have the right to opt out of decision making that is based solely on automated processing (e.g. decisions taken solely by a computer) where the decision has a legal or otherwise significant effect on you.
If you would like to exercise any of the rights mentioned above or require further information in relation to the way in which we process your personal data please contact our Data Protection Officer at dpo@acenden.com or write to us at The Data Protection Officer, Ascot House, Maidenhead Office Park, Maidenhead, SL6 3QQ.
Furthermore, you continue to have the right to access your personal data and be provided with certain information about the way we process your data. This includes the right to obtain a copy of the personal data we hold about you. This is free of charge. Your “Data Subject Access Request” can be submitted verbally over the phone with one of our customer services advisors, or by writing to Customer Services, Ascot House, Maidenhead Office Park, Maidenhead SL6 3QQ.
If you require any further information regarding any of the above points please contact us on 0333 300 0426 between the hours of 9am and 5.30pm, Monday to Friday.
Finally, you can find out more about your rights, how to exercise them, or refer any concerns you have to the Information Commissioner’s Office (www.ico.org.uk or call their helpline on 0303 123 1113).
These Sites currently only use 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 are stored in temporary memory, also known as cache, and are not retained after the browser is closed. They typically will store information in the form of a session identification that does not personally identify the user. 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 users.
Although cookies do identify a user's computer, they do not personally identify users and passwords are not stored in cookies. We use cookies to:
We collect these cookies when users access our websites from any device (e.g. mobile, tablet or PC, etc.), and we collect information about the device or browser you use to access the Sites (including device type, operating system, screen resolution, etc.), the way you interact with these Sites, and the IP address from which your device connects to the Sites.
If cookies are not enabled we cannot assure you that the websites and your experiences of them are as we intended it to be.
In relation to our existing customers and third parties acting on their behalf, we use email analytics and reporting tools to see how many of our emails are opened and which links receive the most clicks. Knowing which notifications our customers find useful helps us improve our communications and services. Tracking is done via URL click tracking and pixel receipts. If you would prefer to restrict tracking within emails, you can set this up within your browser or email settings.
| Cookie | Name | Type and Duration | Purpose |
|---|---|---|---|
| Acenden site cookie -acceptance for font size change | Fontsize | Persistent (2 hours fixed expiration) | Used for remembering the users font size |
| Acenden site cookie - acceptance for external sites | Ext_Cookies_Status | Persistent (2 years) | Used to maintain the user acceptance for third party sites |
| Acenden site cookie – used by Captcha security controls | Asp.Net_Session | Session (20 mins) | Essential cookie used for customer registration, resetting passwords and contacting us |
| Acenden site cookie – used for borrower authentication | Acenden.Borrower | Session (10 mins) | Used for remembering the unique session identifier of the logged in customer |
| Google Analytics | _utma | 2 years from set/update | These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. Click here for an overview of privacy at Google |
| _utmb | 30 mins from set/update | ||
| _utmc | End of browser session | ||
| _utmz | 6 months from set/update |
Most web browsers automatically accept cookies, but if you prefer, you can change your browser settings to prevent this, and your help screen or manual will tell you how to do this. You can learn more about cookies by visiting www.allaboutcookies.org which includes useful information on cookies and how to block cookies using different types of browsers. However, you may not be able to take full advantage of the Site if you choose to block or restrict cookies.
Our websites may contain links to other websites of interest. However, once you follow a link, we are not responsible for the data protection and cookie policies of the other sites even if you access the links from our website. We recommend that you read the policies of those websites.
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. You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our websites.
We may share your information with Google Analytics, agencies acting on our behalf and search engine providers that assist us in the improvement and optimisation of our Sites. Where we do so, we ensure that those providers handle any such data to strict contractual controls solely for the purposes given in this Policy.
Payments are collected by third party payment providers, currently Trust Payments Limited (www.trustpayments.com) and Sycurio Limited (sycurio.com) on our behalf. We will pass your account details to these providers including your mortgage account number, amount of payment, your name, address, telephone number and email address, in order to identify you and to process payments you wish to make. In processing payments, Trust Payments Limited and Sycurio 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 these providers, and are not shared with us.
We place great importance on the security of all personally identifiable information associated with our customers. 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.
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(s) whilst it is in transit over the internet and any such submissions are at your own risk. 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.
If you have any questions about this policy or require more information on your data subject rights under Data Protection Legislation, you can contact our Group Data Protection Officer by writing to:
Data Protection Office
Acenden
Ascot House
Maidenhead Office Park
Maidenhead
SL6 3QQ
Or you can email: DPO@acenden.com
Alternatively, you may contact the Information Commissioner’s Office via their website (ico.org.uk) or by writing to:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone number: 0303 123 1113
