privacy policy

We take your privacy very seriously. This page describes what our privacy policy is – how we handle your personal information and keep it safe. 

This privacy policy describes how your personal information is collected, used, and shared when you visit www.haysto.com (the “Site”). When we say “we” on this page, it refers to Haysto as a company, and also any of the mortgage advisors you work with as a result of using our platform. 

Haysto Ltd respects the privacy and rights of all that we deal with. This privacy notice documents how we collect and process personal information from visitors to our website when operating and providing services.

We will update this notice occasionally, so we recommend you revisit this page whenever you visit our website.  

For the purposes of the General Data Protection Regulations (GDPR), the Data Controller in respect of any personal data controlled by the business is Haysto Ltd. 

The registered address is Haysto, Crystal House, 24 Cattle Market Street, Norwich, NR1 3DY  in England in under number 12527065. 

Our telephone number is 03330 065 363

And our email is [email protected].

If you want to get in touch with us for any other reason, go to our Contact us page

Why read this page?

Before you give us any of your personal data, we want to make sure you’re really happy with how we collect it, how we store it and what we do with it. 

If you use our service, we'll ask you to give us detailed personal information relating to your existing circumstances. Things like your financial situation and, in some cases, your health and family health history (your personal data). This page explains exactly what we’ll do with your personal data. It also explains what rights you have in relation to your personal data.

What do we mean by ‘your personal data’?

Your personal data means any information that describes or relates to your personal circumstances. 

By definition, your personal data identifies you directly. For example, your name, address, date of birth, National Insurance number. 

Your personal data may also identify you indirectly. For example, your employment, your physical and mental health history, or any other information you give us that could be used to identify you socially.

Here’s what we mean by personal data

The personal data you might give us in the context of assisting you get a mortgage, loan, or financial and insurance product, could be:

  • Names, titles, date of birth, gender, nationality, civil/marital status, contact details, addresses and any documents needed  to verify your identity.

  • Employment and employment history, remuneration information including salary, bonuses, overtime and sick pay or any other benefits. 

  • Any current mortgage, loans, financial and insurance products and the terms and conditions of these.

  • Your bank account details, your tax information, loans and credit commitments, personal credit history, sources of income and expenses. 

  • Family circumstances and details of any dependents you have, for example, children.

  • Health status and history, details of treatment and prognosis, medical reports 

How do we collect your personal data?

The main way we collect personal data is from you directly.

You’ll usually give information to us via the website when making an enquiry, or directly to your mortgage advisor when they’re helping you with your mortgage application. You’ll do this verbally and in writing, including email.

We also collect data from third parties. For example, if we do credit checks, contact your employer or search for you on the electoral register.  

We also might use technology to collect your personal data. For example, software to verify your credit status. We’ll only do this if we have consent from you. If we do an electronic ID check, we would not require your consent but will inform you of how the software works and why we’re using it. 

We also use cookies on our website to help us give you the best online experience. Read our cookie policy. 

How we deal with your personal data

When your mortgage advisor talks to you about your mortgage, financial or insurance needs, you are entering a contract for the supply of services.

To perform that contract, and to get the products you need, we have the right to use your personal data for the purposes detailed below.

Alternatively, either by discussing with you, or when the contract comes to an end for whatever reason, we have the right to use your personal data if it’s in our legitimate business interest to do so and your rights are not affected. For example, we might need to use your personal data to respond to requests from mortgage lenders, insurance providers and our Compliance Service 

Provider relating to the advice we have given to you, or to get in touch with you to get feedback on our service.

On occasion, we will use your personal data for contractual responsibilities we may owe our regulator The Financial Conduct Authority, or for wider compliance with any legal or regulatory obligation to which we might be subject. In such circumstances, we would be processing your personal data in order to meet a legal, compliance or other regulatory obligation to which we are subject.

How we process your personal data

If you ask one of the mortgage brokers you find by using Haysto to help you with insurance needs, for example life insurance and insurance for the event of an accident or illness, we’ll ask you information about your ethnic origin, your health and medical history. 

We will record and use this information to make enquiries to insurance providers to see if they can meet your needs. 

If you have parental responsibility for children under the age of 13, we will record information on our systems that relate to them.

What happens when you share your personal data?

When we handle your data, we will:

  • Store your personal data in paper files, mobile devices and on our computer systems (website, email, hard drives, and cloud). This information can only be accessed by employees of Haysto and the independent mortgage advisors Haysto provides. 

  • Submit your personal data to mortgage lenders, insurance providers and conveyancers, both in paper form and online via our secure portal. We have to give this information to these third parties because that’s how we progress your enquiry or application.

  • Use your personal data to respond to any queries you might have about any mortgage, loan, financial or insurance you might take out, or to inform you of any developments in relation to those products and/or policies.

Sharing your personal data

Occasionally, we’ll share your personal data with:

  • Mortgage, loans, financial, conveyancing and insurance providers.

  • Third parties who will be able to help with your enquiry or application, or who are able to support your needs. These third parties will include but may not be limited to:

    • Estate agents

    • Conveyancing, surveyors and valuers

    • Compliance advisers

    • Product specialists

    • Legal services like estate planners

  • Credit Reference Agencies to validate your identity, your credit history and your criminal records. The Credit Reference Agencies or Criminal Records Bureau may check the details supplied against any databases (public or otherwise) to which they have access. They might also use the details in the future to assist other companies for verification purposes. We may also use information gained from conducting the credit search to identify the most suitable lender for your circumstances. 

In each case, your personal data will only be shared for the purposes set out in this customer privacy notice, i.e. to progress your Mortgage/Loans/Financial/Conveyancing and Insurance enquiry and to provide you with our professional services.

Sharing of your personal data doesn’t entitle third parties to send you marketing or promotional messages. 

Our service won’t involve your personal data being transferred outside of the European Economic Area.

Security of your personal data

Your privacy is very important to us. We keep your personal data secure in accordance with our legal responsibilities. We take reasonable steps to keep your personal data safe, and protect it from being accessed unlawfully or maliciously by a third party.

To help protect your personal data, don’t send confidential information over unprotected email, always protect your password and only use secure methods of postage when original documentation is being sent to us.

Your personal data will be retained by us either electronically or in paper format for a minimum of six years.

Your rights and your personal data

You can:

  • change your consent at any time

  • request copies of your personal data that we keep

  • ask us to further explain how we use your personal data

  • ask us to correct, delete, restrict or stop your personal data being used 

  • ask us to send an electronic copy of your personal data to another organisation 

Complaints Procedure

We strive to provide the best possible service and customer experience we can. If you’re not happy with the service you have received, or with the information on the website, get in touch with us and we’ll help you as quickly as possible.

The Complaints Department
HL Partnership
Unit 1
2nd Floor
Southern Gate Office Village
PO19 8SQ

Email: [email protected]
Tel: 01903 602664

If you have a complaint, provide the following information:

  • Name, Contact Number and Address

  • A description of your complaint, including details of the person(s) involved

  • Your expected outcome of how you would like us to resolve your complaint

We aim to resolve your complaint straight away. Sometimes, we’ll need to investigate your complaint in order to find out how you feel things went wrong. Therefore, we aim to reply to your complaint within 5 days of when you made the complaint. This may be in a letter or email. We aim to fully resolve any complaints received within 4 weeks.

If you’re complaining about a mortgage advisor

If you have a complaint about one of the mortgage advisors on our site, let us know. Use the complaints procedure above to contact us. 

If you’re complaining about a third party, for example, a lender

We want to make sure you’re treated fairly by the third parties we work with. Although we can’t take direct responsibility for the actions or advice of another company, and might not be able to affect the outcome, we want to make sure you get the highest level of service. 

So if you want to raise an issue about a lender or another third party, we’ll always be open to hear what you have to say. 

We advise you let the third party know your complaint first, but encourage you to let us know too. 

If you can’t sort it out with them, and we can’t help, you might want to consider contacting the Financial Ombudsman Service. They’re a regulator for the financial industry, and can help you with any kind of dispute. But they’ll only help you with your complaint if you’ve tried and failed to sort out the issue directly with the company in question.

Here’s how to get in touch with the Financial Ombudsman Service:

By post:

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR

Landline: 0800 023 4 567 
From a mobile phone: 0300 123 9 123
Website: www.financial-ombudsman.org.uk

Contact us

For more information about our privacy practices, if you have questions, contact us using the information below.

Email us: hello@haysto.com

Write to us:

Crystal House
24 Cattle Market Street

Call us: 03330 065 363

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