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Mortgage Harmony is a Mortgage Advisor Matching Service. We do not provide financial advice. All introductions are made exclusively to Mortgage Advisors who are authorised and regulated by the Financial Conduct Authority (FCA).

© 2025 Mortgage Harmony. All rights reserved.

• Privacy Policy

Mortgage Harmony Customer Privacy NoticeThis privacy notice tells you what to expect us to do with your personal information.Contact details
Email: [email protected]
What information we collect, use, and why
We collect or use the following information to provide services and goods, including delivery:
- Names and contact details
- Addresses
- Date of birth
- Credit reference information
- Website user information (including user journeys and cookie tracking)
- Call recordings
- Records of meetings and decisions
- Information relating to compliments or complaints
We collect or use the following information for service updates or marketing purposes:
- Names and contact details
- Location data
- Recorded images, such as photos or videos
- Website and app user journey information
- Records of consent, where appropriate
We collect or use the following information for research or archiving purposes:
- Names and contact details
- Addresses
- Location data
- Call recordings
- Website and app user journey information
- Personal information used for administration of research
- Personal information used for the purpose of research
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:
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.
To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide services and goods 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.
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:
Information is collected to qualify the interested customer and then match them to an appropriate Mortgage Advisor. This allows you to be put in touch with a qualified Mortgage Adviser who can provide you with needed advice in relation to your mortgage queries. It also allows the Mortgage Adviser to be prepared with fundamental information about the mortgage seeker before their first meeting, saving time and improving outcomes for both parties. Before the storage and passing of any information the customer must always provide their consent.
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 service 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.
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:
Collection of information, once consented to, allows customer to receive service updates and offers that may benefit them going forwards. Customers who opt in to this can opt out at any time.
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 research or archiving 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.
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:
The processing of this information allows for understanding of different demographic needs of customers. This will enable us to improve service offering and delivery for customers we have come into contact with.
For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.
Where we get personal information from
- Directly from you
- Publicly available sources
Data Retention Schedule
The retention durations below reflect UK GDPR obligations, ICO guidance, and relevant business or legal needs. Retention periods are reviewed regularly and may be adjusted to reflect regulatory updates or operational changes.
Lead Information (Name, Email, Postcode, Mortgage Type, Notes)
Retention Duration: 12 months after last contact or interaction.
Purpose: To facilitate matching with mortgage advisors, respond to follow-ups, and manage the customer journey.
Reference: GDPR Principle (Storage Limitation); ICO Guidance on lead management.
Storage Location: Securely stored within Google Workspace, a GDPR-compliant cloud platform used for managing business data. Data may be transferred or stored outside the UK using approved legal safeguards (SCCs with UK Addendum).
Advisor Match Records (Advisor name, date of match, match notes)
Retention Duration: 12 months after matching.
Purpose: For tracking, quality assurance, and resolving any follow-up or complaints.
Reference: ICO Complaints Handling Guidelines.
Marketing Data (Name, Email, Marketing Consent)
Retention Duration: Until user withdraws consent or 2 years after last marketing interaction.
Purpose: To provide relevant updates and insights where consent is given or legitimate interest applies.
Reference: ICO Direct Marketing Guidance.
Feedback and Review Data
Retention Duration: 3 to 5 years after feedback received.
Purpose: For service improvement, dispute resolution, and trend analysis.
Reference: GDPR Recital 39; ICO Complaints Guidance.
Complaint Handling Records
Retention Duration: 6 years from resolution.
Purpose: To manage and respond to formal complaints, and meet legal and regulatory obligations.
Reference: ICO and legal limitation periods (e.g. Limitation Act 1980 – 6 years).
Website & Usage Analytics (e.g. anonymised visitor data, behavioural tracking)
Retention Duration: 6 months for identifiable data; anonymised and aggregated data may be retained for up to 2 years.
Purpose: To monitor website performance, user journey, and marketing effectiveness.
Reference: GDPR Recital 39; ICO Cookie and Tracking Guidance.
Communication Data (Email or messaging history with leads/advisors)
Retention Duration: 2 years after last communication.
Purpose: For service continuity, query history, and complaint handling.
Reference: GDPR Recital 49; ICO guidance on email retention.
Legal & Compliance Data (Consent records, policy acceptance)
Retention Duration: 7 years
Purpose: To meet legal and regulatory obligations and defend against potential legal claims.
Reference: ICO; UK Data Protection Act 2018; Limitation Act 1980.
User Preferences & Consent Settings
Retention Duration: As long as the record is active, or up to 2 years after withdrawal or inactivity.
Purpose: To respect user choices and comply with consent-based processing.
Reference: GDPR Article 7; ICO Consent Guidance.
Advisor Access Logs (Shared Customer Match Data)
Retention Duration: 12 months after the match is made or the advisor relationship ends.
Purpose: To facilitate the service provided by the matched advisor and to allow Mortgage Harmony to track, monitor, and support follow-up where necessary.
Reference: GDPR Article 28 (Processor obligations); ICO guidance on data sharing with third-party processors.
Your Rights & Data Deletion
You have the right to request deletion of your personal data at any time, where applicable. We will delete or anonymise your data securely once the retention period ends, unless legal obligations require us to keep it longer.Who we share information with
- Professional or legal advisors
- Publicly on our website, social media or other marketing and information media for testimony purposes where consent is provided.
- An allocated FCA-authorised mortgage adviser via secure Google Workspace tools. Access is limited and monitored.
Sharing information outside the UK
We use Google Workspace (Sheets, Gmail, Drive) to store and manage data. Data may be processed outside the UK using SCCs and UK data bridges. Google LLC participates in the UK Extension to the EU–US Data Privacy Framework.
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
Helpline: 0303 123 1113
https://www.ico.org.uk/make-a-complaint

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