Privacy Policy
26 January 2026
Generated privacy notice - professional services
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Oof Mortgages customer privacy notice
This privacy notice tells you what to expect us to do with your personal information.
• Contact details
• What information we collect, use, and why
• Lawful bases and data protection rights
• Where we get personal information from
• How long we keep information
• Who we share information with
• How to complain
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Contact details
Telephone
07734364190
Email
What information we collect, use, and why
We collect or use the following information to provide and improve products and services for clients:
• Names and contact details
• Addresses
• Occupation
• Date of birth
• Marital status
• Third party information (such as family members or other relevant parties)
• Payment details (including card or bank information for transfers and direct debits)
• Financial data (including income and expenditure)
• Transaction data (including details about payments to and from you and details of products and
services you have purchased)
• Usage data (including information about how you interact with and use our website, products and
services)
• Employment details (including salary, sick pay and length of service)
• Credit history and credit reference information
• Health information (such as medical records or health conditions)
• Audio recordings (eg calls)
• Records of meetings and decisions
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We also collect or use the following special category information to provide and improve products and services for clients. This information is subject to additional protection due to its sensitive nature:
• Health information
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We collect or use the following personal information for the operation of client or customer accounts:
• Names and contact details
• Addresses
• Purchase or service history
• Account information, including registration details
• Information used for security purposes
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We also collect or use the following special category information for the operation of client or customer
accounts. This information is subject to additional protection due to its sensitive nature:
• Health information
We collect or use the following personal information for information updates or marketing purposes:
• Names and contact details
• Addresses
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We collect or use the following personal information to comply with legal requirements:
• Name
• Contact information
• Identification documents
• Client account information
• Any other personal information required to comply with legal obligations
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We collect or use the following personal information for dealing with queries, complaints or claims:
• Names and contact details
• Addresses
• Account information
• Purchase or service history
• Customer or client accounts and records
• Financial transaction information
• Correspondence
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Lawful bases and data protection rights
Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may
apply on the ICO’s website.
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• Your right of access - You have the right to ask us for copies of your personal information.
You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means
you may not receive all the information you ask for. Read more about the right of access.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure - You have the right to ask us to delete your personal information.
Read more about the right to erasure.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• Your right to data portability - You have the right to ask that we transfer the personal
information you gave us to another organisation, or to you. Read more about the right to data portability.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.
If you make a request, we must respond to you without undue delay and in any event within one month.
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To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
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Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide and improve products and
services for clients are:
• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to
withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right
to data portability.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data
protection rights may apply, except the right to portability. Our legitimate interests are:
• We process personal information where it is necessary for the normal operation of our business and to provide a high-quality mortgage and insurance advice service. This
includes maintaining client records, managing communications, improving our services, ensuring continuity of advice, and administering our business effectively. This processing benefits clients by enabling us to deliver accurate, timely and consistent advice and support, and ensures our services are provided efficiently and securely. We only use personal information in ways that people would reasonably expect, and we balance our legitimate interests against the rights and freedoms of individuals. We take steps to minimise the data we collect and to protect it appropriately.
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For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
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Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data
protection rights may apply, except the right to portability. Our legitimate interests are:
• We process personal information where it is necessary for the normal operation of client accounts and the effective administration of our business. This includes maintaining
accurate records, managing communications, ensuring continuity of advice, meeting regulatory and compliance requirements, and securely storing client information. This processing benefits clients by enabling us to provide a consistent, reliable and compliant service and to respond appropriately to queries, reviews or complaints. We only use personal information in ways that people would reasonably expect and balance our legitimate interests against the rights and freedoms of individuals, taking steps to minimise data use and protect it appropriately.
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For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Our lawful bases for collecting or using personal information for information updates or marketing purposes are:
• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to
withdraw your consent at any time.
Our lawful bases for collecting or using personal information to comply with legal requirements:
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• Legal obligation – we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
• Legal obligation – we have to collect or use your information so we can comply with the law. All of
your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.
• Legitimate interests – we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data
protection rights may apply, except the right to portability. Our legitimate interests are:
• We process personal information where it is necessary to respond to queries, complaints or claims and to investigate and resolve issues fairly and efficiently. This includes reviewing
client records, maintaining correspondence, and keeping appropriate records to meet regulatory requirements and ensure issues are handled consistently and appropriately.
This processing benefits clients by enabling us to respond properly to concerns and helps us meet our obligations as a regulated business. We only use personal information in ways that people would reasonably expect and balance our legitimate interests against the rights and freedoms of individuals, taking steps to minimise data use and protect it appropriately.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
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Where we get personal information from
• Directly from you
• Publicly available sources
• Credit reference agencies
• Suppliers and service providers
• Third parties:
• We may receive personal information from third parties involved in providing mortgage and insurance services. This can include mortgage lenders, insurance providers, credit reference agencies, solicitors or conveyancers, our principal firm and network, and other professionals involved in a client’s application or ongoing advice. We may also receive information from family members or other relevant parties where this is necessary to provide joint advice or services.
How long we keep your information
We keep personal information only for as long as necessary to provide our services and to meet legal, regulatory and compliance requirements.
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In most cases, client records (including mortgage and insurance advice records, fact-finds, communications and supporting documentation) are retained for at least six years from the end of our relationship or the completion of a transaction, in line with FCA and other regulatory requirements.
Where information relates to long-term products (such as insurance policies), complaints, or potential legal or regulatory matters, we may retain records for longer where this is necessary and proportionate. When personal information is no longer required, it is securely deleted or destroyed. For more information on how long we store your personal information or the criteria we use to
determine this please contact us using the details provided above.
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Who we share information with Joint data controllers
We have a joint controller relationship with TMG Direct Limited. We process your personal information with that joint controller for the following reason: Oof Mortgages works with TMG Direct Limited as its principal firm and network. As an Appointed Representative, we share personal data with TMG Direct. Limited for the purposes of providing mortgage and insurance advice, meeting regulatory and compliance requirements, maintaining appropriate records, and ensuring services are delivered in line with FCA rules. This may include sharing client information for compliance oversight, auditing, supervision, complaints handling, and regulatory reporting. Both Oof Mortgages and TMG Direct Limited determine how and why personal data is processed in these circumstances.
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Data processors
IT and software service providers (UK\/EU-based) supporting customer relationship management, document storage, communication, and compliance systems.
This data processor does the following activities for us: These processors provide secure systems to store,
manage and process client information, support client onboarding and fact-finding, facilitate
communication, maintain records, and meet regulatory and compliance requirements.
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Others we share personal information with:
• Insurance companies, brokers or other intermediaries
• Professional or legal advisors
• Regulatory authorities
• External auditors
• Organisations we’re legally obliged to share personal information with
• Suppliers and service providers
• Third parties:
• Relevant third parties including lenders, insurers, solicitors or conveyancers, our principal firm and network for regulatory oversight, and regulators or authorities where required by
law.
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How to complain
If you have any concerns about our use of your personal data, you can make a complaint to us using the
contact details at the top of this privacy notice.
If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
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Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint
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Last updated Jan 26th 2026.