Legal
Vital Brokers Privacy Notice
This privacy notice tells you what to expect us to do with your personal information. It applies to Vital Brokers Ltd and Vital Brokers Alpha Ltd, together "Vital Brokers", "we", "us", "our".
Contact details
Email: info@vitalbrokers.co.uk
What information we collect, use, and why
We collect or use the following information to provide and improve products and services for clients: names and contact details, addresses, occupation, date of birth, third party information such as family members or other relevant parties, payment details, financial data, transaction data, credit history and credit reference information, information relating to compliments or complaints.
We collect or use the following for the operation of client or customer accounts: names and contact details, addresses, purchase or service history, account information, marketing preferences.
We collect or use the following for the prevention, detection, investigation or prosecution of crimes: names and contact information, client accounts and records, call recordings, financial information for fraud prevention or detection.
We collect or use the following for information updates or marketing purposes: names and contact details, marketing preferences, purchase or account history.
We collect or use the following to comply with legal requirements: name, contact information, identification documents, client account information.
We collect or use the following for dealing with queries, complaints or claims: names and contact details, addresses, payment details, account information, purchase or service history, call recordings, customer or client accounts and records, financial transaction information, correspondence.
Website enquiries
Where you contact us through the enquiry form on our website, we collect the name, phone number, email address, contact preference and message you provide, in order to respond to your enquiry and, where relevant, progress it as set out above.
Lawful bases and data protection rights
Under UK data protection law, we must have a lawful basis for collecting and using your personal information. Which lawful basis we rely on may affect your data protection rights, set out briefly below. You can find out more on the ICO's website.
Right of access, copies of your personal information and related details. Right to rectification, correct or delete inaccurate or incomplete information. Right to erasure, delete your personal information. Right to restriction of processing, limit how we use your information. Right to object to processing. Right to data portability, transfer your information to another organisation or to you. Right to withdraw consent, where consent is our lawful basis.
If you make a request, we must respond without undue delay and within one month. To make a request, contact us using the details above.
Our lawful bases, by purpose
Providing and improving services, and operating client accounts: contract, legal obligation, and legitimate interests. Our legitimate interest is delivering an efficient, high-quality intermediary service, managing client cases, communicating with lenders on your behalf, and maintaining accurate records so cases progress smoothly. This is limited to what's necessary and clients would reasonably expect it as part of engaging a broker.
Prevention and detection of financial crime: legal obligation and legitimate interests, in preventing and detecting fraud and money laundering, protecting both Vital Brokers and clients and supporting the integrity of the wider financial sector.
Information updates or marketing: legitimate interests, contacting existing clients about relevant services such as mortgage renewals, in line with the PECR soft opt-in rule, limited to clients previously engaged for similar services who can opt out at any time.
Legal compliance: legal obligation.
Queries, complaints and claims: contract, legal obligation and legitimate interests, in resolving disputes fairly and protecting both client and business.
Where we get personal information from
Directly from you; regulatory authorities; legal bodies or professionals such as courts or solicitors; publicly available sources; credit reference agencies; and third parties, specifically Auction House London, who refer potential clients to Vital Brokers as part of an existing business relationship. Data received this way is limited to contact details and property information necessary to initiate the engagement.
How long we keep information
Client files, case records and correspondence: 12 years from the end of the client relationship. AML records and identity verification documents: 12 years, per the Money Laundering Regulations 2017. Unconverted leads where no case was opened: 3 years from referral. Complaints records: 6 years from resolution. Marketing preferences and opt-out records: for the duration of the relationship and 6 years after. Information is securely deleted or anonymised once the applicable period ends.
Who we share information with
Lenders, to whom applications are submitted on your behalf. Insurance companies, brokers or other intermediaries. Professional or legal advisors. Regulatory authorities. Organisations we're legally obliged to share with, including HMRC where required for anti-money laundering reporting.
Data processors
Make.com, workflow automation platform, EU-based. Processes client data and documents as part of automated case management. Data passes through Make's servers temporarily during automation.
Monday.com, CRM and case management platform, US-based. Stores case records, communications and progression data.
Jotform, form and document collection platform, US-based. Collects and temporarily stores documents and information submitted during onboarding and case progression.
Microsoft OneDrive, cloud storage, US-based. Stores and backs up client documents and case files.
Sharing information outside the UK
Where necessary, we transfer personal information outside the UK, complying with UK GDPR and ensuring appropriate safeguards are in place. Jotform, Monday.com and Microsoft OneDrive are US-based; Make.com is EU-based. Each has been assessed as providing adequate protection to data subjects under applicable Adequacy Regulations or the UK data bridge. Contact us for further information or a copy of the relevant safeguard.
How to complain
Email: complaints@vitalbrokers.co.uk
Post: 92a Crwys Road, Cardiff, Wales, CF24 4NP
If you remain unhappy after raising a complaint with us, you can complain to the ICO.
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
Website: ico.org.uk/make-a-complaint
Vital Brokers Ltd, registered in England and Wales, company number 17365266. Vital Brokers Alpha Ltd, registered in England and Wales, company number 17367244. Registered office for both: 92a Crwys Road, Cardiff, CF24 4NP.