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Privacy & Cookie Policy

Privacy and Cookie Policy

If you are a 'Business Partner' click here to view the privacy policy that is relevant to you.

1. This Privacy and Cookie Policy
2. Personal information we may collect from you
3. Uses made of your personal information
4. Information about Cookies Including Third Party Cookies
5. Information sharing
6. Security
7. Storage of your information
8. Your details
9. Contacting us

1. This Privacy and Cookie Policy

1.1 This is the Privacy and Cookie Policy (the "Policy") for (the "Site"). The Site is operated by Acenden Limited ("we", "us" and "our"). For the purposes of the Data Protection Act 1998, we are the data controller.

1.2 Acenden is a designated servicer of mortgages for third party lenders (the Lenders). Our role is limited to servicing mortgages, and so your mortgage remains with your Lender. Your Lender will also hold personal information about you and you should read their privacy policy. We are not responsible for your Lender’s use of your personal data.

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 11th September 2013.

2. Personal information we may collect from you

2.1 We may collect and process the following personal information about you:

  • information (such as your name, email address, postal address and telephone number) that you provide by completing forms on the Site, including if you register as a user of the Site, subscribe to any service, upload or submit any material via the Site, or request any information;
  • information needed to verify your identify and the fact that you hold a mortgage that we service;
  • in connection with an account sign-in facility, your log-in and password details;
  • details of any payments made by you through the Site (but not card details – see section 5.2);
  • communications you send to us, for example to report a problem or to submit queries, concerns or comments regarding the Site or its content; and
  • information from surveys, promotions and competitions that we may, from time to time, run on the Site, if you choose to respond to, or participate in, them;

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. Uses made of your personal information

3.1 We use the personal information you provide to:

  • enable us to provide you with the services and information offered through the Site and which you request;
  • service your mortgage including applying payments made via this Site;
  • contact you requesting feedback on the Site and related issues;
  • send you information we think you may find useful or which you have requested from us, including information about our products and services, provided you have indicated that you do not object to being contacted for these purposes (or provided you have agreed that we may, in the case of electronic communications);

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. Information about Cookies Including Third Party Cookies

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:

  • administer the Site and assist in diagnosing technical problems;
  • identify new and return visitors to the Site;
  • audit the accessing of resources and downloading of data from the Site;
  • assist in improving and updating the Site; and/or
  • assist in improving and developing our products and services.

Cookies that we use

Type and Duration
Acenden site cookie -acceptance for font size change
Persistent (2 hours fixed expiration)
Used for remembering the users font size
Acenden site cookie - acceptance for external sites
Persistent (2 years)
Used to maintain the user acceptance for third party sites
Acenden site cookie – used by Captcha security controls
Session (20 mins)
Essential cookie used for customer registration, resetting passwords and contacting us
Acenden site cookie – used for borrower authentication
Session (10 mins)
Used for remembering the unique session identifier of the logged in customer
Google Analytics
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
30 mins from set/update
End of browser session
6 months from set/update

4.4 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 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.

4.5 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.

4.6 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

5. Information sharing

5.1 Payments are collected by our third party payment provider, currently Secure Trading Limited ( Secure Trading will collect payment on our behalf. We will pass your account details to Secure Trading including your mortgage account number, amount of payment, your name, address, telephone number and email address, in order to enable Secure Trading to identify you in order to process payments you wish to make.

5.2 In processing payments Secure Trading 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 Secure Trading, and are not shared with us.

6. Security

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. Storage of your information

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.

8. Your details

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.

9. Contacting us

Please submit any questions, concerns or comments you have about this privacy policy or any requests concerning your personal data by using our online form, by telephone on 0333 300 0426 between the hours of 9am to 5:30pm, Monday to Friday or write to us at Ascot House, Maidenhead Office Park, Maidenhead SL6 3QQ

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