Privacy & Complaint Policy

Limestone Mortgages Ltd has established this Online Privacy Policy so that you can understand the care with which we intend to treat your Personal Information.

Personal Information means any information that may be used to identify an individual, including, but not limited to, a first and last name, a home or other physical address, an e-mail address or other contact information, whether at work or at home. In general, you can use the Limestone Mortgages Ltd web site without telling us who you are or revealing any Personal Information about yourself.

If you choose to provide us with your Personal Information on the web, we may transfer that Information, within Limestone Mortgages Ltd, but the information will be held within the UK, in accordance with the General Data Protection Regulation 2016 and the Data Protection Act 2018. In no case is data shared or sold to, any third party.

Cookies and Other Tracking Technologies

Some of our web pages utilise "cookies" and other tracking technologies. A "cookie" is a small text file that may be used, for example, to collect information about web site activity. Some cookies and other technologies may serve to recall Personal Information previously indicated by a web user. Most browsers allow you to control cookies, including whether or not to accept them and how to remove them.

You may set most browsers to notify you if you receive a cookie or you may choose to block cookies with your browser, but please note that if you choose to erase or block your cookies, you will need to re-enter your original user ID and password to gain access to certain parts of the web site. Tracking technologies may record information such as Internet domain and host names; Internet protocol (IP) addresses; browser software and operating system types; clickstream patterns; and dates and times that our site is accessed. Our use of cookies and other tracking technologies allows us to improve our web site and your web experience. We may also analyze information that does not contain Personal Information for trends and statistics.

To protect your privacy, we have adopted the following principles:

Notice

Where Limestone Mortgages Ltd collects Personal Information on the web, we intend to post a purpose statement that explains why Personal Information will be collected.

Choice

You may choose whether or not to provide Personal Information to Limestone Mortgages Ltd. The notice we intend to provide where Limestone Mortgages Ltd collects Personal Information on the web should help you to make this choice.

If you choose not to provide the Personal Information we request you may be unable to fully utilise the services provided by Limestone Mortgages Ltd. If you chose to have a relationship with Limestone Mortgages Ltd, such as a contractual or other business relationship or partnership, we will naturally continue to contact you in connection with that business relationship.

Security

Wherever your Personal Information may be held within Limestone Mortgages Ltd, we intend to take reasonable and appropriate steps to protect the Personal Information that you share with us from unauthorised access or disclosure.

Access / Accuracy

To the extent that you do provide us with Personal Information, Limestone Mortgages Ltd wishes to maintain accurate Personal Information. Where we collect Personal Information from you on the web, our goal is to provide a means of contacting Limestone Mortgages Ltd should you need to update or correct that Information. If for any reason those means are unavailable or inaccessible, you may send updates and corrections about your Personal Information to adminteam@limestonemortgages.co.uk and we will make reasonable efforts to incorporate the changes in your Personal Information that we hold as soon as practicable.

Childrens' Privacy

Limestone Mortgages Ltd website is not structured to attract children. Accordingly, we do not intend to collect Personal Information from anyone we know to be under 16 years of age.

Commitment

We are committed to privacy and support current industry initiatives to preserve individual privacy rights on the Internet. Protecting your privacy on-line is an evolving area and this website will constantly evolve to meet these demands

If you have any comments or questions regarding our Online Privacy Policy, please contact us at adminteam@limestonemortgages.co.uk . We will address any issue to the best of our abilities as soon as possible.

Your Consent

By using this web site, you consent to the terms of our Online Privacy Policy and to our processing of Personal Information for the purposes given above as well as those explained where we request Personal Information on the web.

Dealing with your complaint

At Limestone Mortgages Ltd, our aim is to provide you, at all times, with a first class standard of service and the highest standards of advice. However, there may be occasions when you feel that these objectives have not been achieved. We take all complaints seriously and will deal with your concerns in the following manner;

We will first acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.
If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.
If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the concerns arising, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.
Where we are able to resolve your complaint within 3 full business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and conclusion. If having received this letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS) who can be contacted at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, Telephone 0800 0234 567 or www.financial-ombudsman.org.uk. We will also provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’.
If your complaint cannot be resolved within this time, we will ensure that you are kept informed of our progress with regard to the investigation.
We will endeavour to send you our Final Decision Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress if it is not resolved before then.
If our investigation is still ongoing after 8 weeks, we will send you confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this timescale. We will also give you an indication when you can next expect contact from us and a copy of the FOS’s leaflet above.
At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service (see details above).
If your complaint is regarding a pension contract, the Pension Ombudsman can consider complaints about the administration of personal and group personal pensions as well as occupational schemes. You have the right to refer your complaint to The Pensions Ombudsman free of charge. The Pensions Ombudsman can be contacted at 11 Belgrave Road, London, SW1V 1RB, Telephone 0800 917 4487 or www.pensions-ombudsman.org.uk
We will continue to investigate your complaint until we are in a position to send you our Final Decision Letter.
If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible, once you have accepted our decision.
If you are not satisfied with the outcome of your complaint, you can refer the matter to the FOS at the above address. Please note you must refer the matter to them within 6 months of the date of our Final Decision Letter. Further details about this will be confirmed in the FOS’s leaflet.
We shall deem the matter closed when our Final Decision Letter has been issued or where you have accepted our earlier response.
At Limestone Mortgages Ltd, our aim is to provide you, at all times, with a first class standard of service and the highest standards of advice. However, there may be occasions when you feel that these objectives have not been achieved. We take all complaints seriously and will deal with your concerns in the following manner;
We will first acknowledge your complaint promptly following receipt, enclosing a copy of these procedures.
If you make an oral complaint, our written acknowledgement will set out our understanding of your complaint.
If we have reasonable grounds to be satisfied that another firm may be solely or jointly responsible for the concerns arising, we will promptly forward the complaint or the relevant part of it to that firm. We will write to you to confirm our actions and provide contact details of the firm concerned.
Where we are able to resolve your complaint within 3 full business days following receipt, and this is to your satisfaction, we will issue a written summary of our findings and conclusion. If having received this letter you remain dissatisfied, you may refer the issue to the Financial Ombudsman Service (FOS) who can be contacted at: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR, Telephone 0800 0234 567 or www.financial-ombudsman.org.uk. We will also provide you with a copy of the Financial Ombudsman Service leaflet; ‘your complaint and the ombudsman’.
If your complaint cannot be resolved within this time, we will ensure that you are kept informed of our progress with regard to the investigation.
We will endeavour to send you our Final Decision Letter; addressing your concerns and providing you with our decision within 8 weeks or keep you informed of the progress if it is not resolved before then.
If our investigation is still ongoing after 8 weeks, we will send you confirmation of this in writing along with an explanation as to why we have been unable to complete our investigations within this timescale. We will also give you an indication when you can next expect contact from us and a copy of the FOS’s leaflet above.
At this stage, you will be entitled to refer your complaint to the Financial Ombudsman Service (see details above).
If your complaint is regarding a pension contract, the Pension Ombudsman can consider complaints about the administration of personal and group personal pensions as well as occupational schemes. You have the right to refer your complaint to The Pensions Ombudsman free of charge. The Pensions Ombudsman can be contacted at 11 Belgrave Road, London, SW1V 1RB, Telephone 0800 917 4487 or www.pensions-ombudsman.org.uk
We will continue to investigate your complaint until we are in a position to send you our Final Decision Letter.
If your complaint is upheld, we will provide you with fair compensation for any acts or omissions for which we are responsible, once you have accepted our decision.
If you are not satisfied with the outcome of your complaint, you can refer the matter to the FOS at the above address. Please note you must refer the matter to them within 6 months of the date of our Final Decision Letter. Further details about this will be confirmed in the FOS’s leaflet.
We shall deem the matter closed when our Final Decision Letter has been issued or where you have accepted our earlier response.

Privacy & Complaint Policy

Dealing with your complaint

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