Customer Privacy Policy
PRIMIS Mortgage Network (the Network, we, our, us).
Thank you for taking the time to read this Privacy Notice. It is highly likely that you have been directed to this Privacy Notice through the course of your dealings with a member of our Appointed Representative Network (our AR). We would like to take this opportunity to explain more about the role we play in the service that has been provided, or will be provided, to you by our AR.
In doing so, we also explain that as a consequence of our AR providing a service to you, the Network will process information that relates to you. We have set out below the reasons why the Network needs to process your information, and your rights in relation to that processing.
What is the role of the Network when you have contact with our AR?
The Network is authorised and regulated by the Financial Conduct Authority (FCA). The Network is responsible for the quality of the advice that our AR provides to you in relation to your mortgage and/or insurance products, where those products are regulated by the FCA.
Being regulated by the FCA means that we are subject to a number of detailed rules and regulations that operate to ensure that you are treated fairly in your dealings with both us and our AR.
The Network is responsible for ensuring that our AR meets all applicable regulatory requirements in the course of providing you with advice.
What information will the Network process that relates to you?
The basis upon which the Network will deal with Your Information, Your Special Data and/or Criminal Disclosures
How does the Network collect Your Information, Your Special Data and/or Criminal Disclosures?
What happens to Your Information, Your Special Data and/or Criminal Disclosures when it is disclosed the Network?
Security and retention of Your Information, Your Special Data and/or Criminal Disclosures
Your rights in relation to Your Information, Your Special Data and/or Criminal Disclosures THE RIGHTS MARKED WITH A * ARE EFFECTIVE FROM 25 MAY 2018 You can:
Sharing and transferring Your Information, Your Special Data and/or Criminal Disclosures
How to make contact with the Network in relation to the use of Your Information, Your Special Data and/or Criminal Disclosures
COMPLAINTS SUMMARY
Smart Choice Mortgages are an appointed representative of Primis Mortgage Network, a trading name of First Complete. Primis is authorised and regulated by the Financial Conduct Authority.
We are committed to providing a professional service to all our customers.
If you are unhappy then we want to hear about it so we can try to put things right. With this in mind, we have the following complaints procedure in place.
You can make a complaint by any reasonable means including telephone, letter, or email. Our contact information: Smart Choice Mortgages
- Write to: Sarah Martin
- Telephone: 07969 040 665
- Email: sarah@smartchoicemortgages.co.uk
If you prefer, you can also refer your complaint to PRIMIS directly using the following contact details:
- Write to – PRIMIS Mortgage Network, Customer Resolution Team, Ground Floor, Birmingham Business Park, B37 7YT.
- Telephone: 0121 767 1139
- Email:complaints.solihull@primis.co.uk
You can also complain via their website: https://www.primis.co.uk/privacy-notices/complaints/
The same section of the website contains more information about PRIMIS’ role in complaints handling and about how Appointed Representative relationships work.
How we will handle your complaints
Simplified Complaints
We will use this process if:
- your complaint is about a simple matter – that we can look into and solve quickly and easily; and
- you direct it to us (rather than directly to PRIMIS Mortgage Network) in the first instance.
We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If you are happy to accept our proposed resolution, we will send you written confirmation of our investigation.
If you cannot confirm acceptance by the end of the third working day (for example – because you are not happy with our proposed response or if you are not available to discuss it with us) then the case will be referred to PRIMIS Mortgage Network. It will then be handled in line with the Formal Complaint process outlined below.
If your complaint is more complex or is unlikely to be resolved quickly then we will usually refer it to PRIMIS straight away
Formal Complaints
The formal complaints process will be used where:
- we can’t resolve your complaint to your satisfaction within 3 working days: or
- your complaint is likely to involve more complex assessment or investigations; or
- you send your complaint directly to PRIMIS Mortgage Network rather than to us in the first instance;
0r
- you ask us to deal with your complaint in this way rather than via a simplified process.
Upon receipt PRIMIS will acknowledge your complaint promptly and will investigate it fairly and impartially. They will write to you within 8 weeks to confirm the outcome of their investigation.
In the unlikely event that their investigation is not complete within eight weeks of receipt of your complaint they will write to you to explain why and let you know when you can expect to hear from them. They will also provide details of how to contact the Financial Ombudsman Service if you are not satisfied with progress.
The Financial Ombudsman Service
If, following PRIMIS’ investigation you are still not happy with the outcome you have a statutory right to refer your complaint to the Financial Ombudsman Service
It is a service free of charge to consumers and you may refer the matter to the Financial Ombudsman Service (FOS) within six months from the date that you received a final response to your complaint.
You can contact the service using the following details:
- Telephone 0800 023 4567
- Email:complaint.info@financial-ombudsman.org.uk
You can also visit their website and refer complaints to them online by visiting. https://www.financial-ombudsman.org.uk/
Let us know if you need any extra help or support
We are committed to providing a complaints service that is accessible to all our customers.
If you will have any difficulties with any elements of the process that is outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint then please let us know when you tell us about yo