Privacy Policy

1. Introduction

HomeSafeHeaven ("we", "our", or "us") is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, and safeguard your personal information when you use our website and matching services.

We are a matching service that connects individuals with lending partners. We are not a direct lender. By accessing our website or using our services, you agree to the terms outlined in this policy.

For the purposes of data protection law, HomeSafeHeaven acts as a Data Controller for the personal information you provide to us through our website and matching service.

2. Information We Collect

2.1 Information You Provide

When you use our matching service or contact us, we may collect personal details including:

• Identity Data: Name, date of birth, national insurance number, identification documents
• Contact Data: Email address, phone number, postal address, postcode
• Financial Data: Income, employment status, existing loans, credit history, bank statements
• Property Data: Property address, property value, loan purpose, property type
• Communication Data: Information you provide in enquiries, messages, or customer support interactions

2.2 Information Collected Automatically

We automatically collect certain data when you use our website, including:

• Technical Data: IP address, browser type and version, device type, operating system
• Usage Data: Pages visited, time spent on pages, click patterns, referral sources
• Location Data: Approximate geographic location based on IP address

2.3 Cookies and Similar Technologies

Our website uses cookies and similar technologies to enhance your browsing experience, analyse usage, and improve our services. For more details, please see our Cookie Policy. You can manage cookie preferences through your browser settings.

2.4 Special Categories of Data

We do not intentionally collect sensitive personal data (such as health information, political opinions, or criminal convictions) unless required by lenders for specific circumstances. If such information is needed, we will obtain your explicit consent.

3. How We Use Your Information

We use your information for the following purposes, based on the lawful bases described below:

3.1 To Provide Our Matching Service (Contractual Necessity)

• Process and assess your loan eligibility
• Match your profile with suitable lending partners
• Share your information with lending partners to facilitate your application
• Communicate with you about your enquiry

3.2 To Improve Our Services (Legitimate Interest)

• Analyse website usage to improve functionality and user experience
• Monitor and improve our matching service quality
• Prevent fraud and enhance security

3.3 To Comply with Legal Obligations

• Maintain records as required by law
• Respond to legal requests and regulatory requirements
• Investigate and address complaints

3.4 Marketing (Consent)

• Send you information about products and services (only with your explicit consent)
• You may withdraw consent at any time

4. Sharing of Information

We may share your information with the following parties:

4.1 Lending Partners

As a matching service, we share your information with our network of lending partners to help them assess your eligibility and provide you with loan offers. These partners may include banks, building societies, and other financial institutions. Each lending partner has its own privacy policy, which will apply once you are connected with them.

4.2 Service Providers

We may share your information with trusted third-party service providers who assist us in operating our business, including:

• IT and system providers
• Data verification and credit reference agencies
• Customer support platforms
• Marketing and analytics services (with your consent)

4.3 Legal and Regulatory Authorities

We may disclose your information where required by law, to comply with legal processes, to protect our legal rights, or to prevent fraud or security threats.

5. Legal Basis for Processing

Under UK and EU data protection laws, we rely on the following legal bases to process your personal data:

• Contractual Necessity: To provide our matching service and facilitate your loan application
• Legitimate Interests: To improve our services, prevent fraud, and maintain security
• Consent: For marketing communications and optional data processing activities
• Legal Obligation: To comply with applicable laws and regulations

6. Data Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, or misuse, including:

• Encryption of data in transit and at rest
• Secure servers and firewalls
• Access controls and authentication measures
• Regular security assessments and monitoring
• Staff training on data protection

While we take reasonable steps to safeguard your information, no system can guarantee complete security.

7. Data Retention

We retain your personal information only for as long as necessary to fulfil the purposes outlined in this policy and to comply with legal obligations. Our retention periods are:

• Enquiry Data: Up to 6 years from last contact, to maintain records of service
• Marketing Data: Until you withdraw consent
• Cookie Data: As specified in our Cookie Policy
• Legal Records: As required by applicable laws

8. International Data Transfers

Your information may be transferred to and stored in countries outside the United Kingdom. When we transfer your data internationally, we ensure appropriate safeguards are in place, such as standard contractual clauses approved by the UK Information Commissioner's Office (ICO).

9. Your Rights

Under data protection law, you have the following rights:

• Right to Access: Request a copy of the personal data we hold about you
• Right to Rectification: Request correction of inaccurate or incomplete data
• Right to Erasure: Request deletion of your data in certain circumstances
• Right to Restrict Processing: Request limitation of how we use your data
• Right to Data Portability: Request transfer of your data to another service
• Right to Object: Object to processing based on legitimate interests
• Right to Withdraw Consent: Withdraw consent for marketing at any time

To exercise any of these rights, please contact us using the details in Section 12. We will respond within one month of receiving your request.

10. Automated Decision Making

We do not use automated decision-making processes that significantly affect you. Our matching service involves human review of your enquiry before connecting you with lending partners. However, lending partners may use automated systems to assess loan applications.

11. Children's Privacy

Our services are intended for individuals aged 18 and over. We do not knowingly collect personal information from anyone under 18. If we become aware that we have collected data from a minor, we will take steps to delete it promptly.

12. Your Rights to Complain

If you have concerns about how we handle your personal data, you have the right to complain to the Information Commissioner's Office (ICO), the UK supervisory authority for data protection issues.

Information Commissioner's Office (ICO)
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Website: https://ico.org.uk
Phone: 0303 123 1113

We would appreciate the opportunity to address your concerns before you contact the ICO, so please contact us first.

13. Third-Party Links

Our website may include links to external websites. We are not responsible for the privacy practices or content of these third-party sites. We encourage you to read their privacy policies before providing any personal information.

14. Updates to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Any changes will be posted on this page with an updated "Last Updated" date. We encourage you to review this policy periodically.

15. Contact Us

If you have any questions about this Privacy Policy, how we handle your data, or wish to exercise your rights, please contact us: