Privacy Notice

Who we are

The Mortgage Genie Limited ("we", "us") is the data controller for the personal data described in this notice. We are registered in England and Wales under company number 09803176. Our registered office is The Old Courthouse, 60a London Road, Grantham, England, NG31 6HR. Our trading and correspondence address is The Grainger Suite, Dobson House, Newcastle upon Tyne, NE3 3PF.

The Mortgage Genie Limited (FCA firm reference 754691) is an Appointed Representative of First Complete Ltd, trading as Primis Mortgage Network (FCA firm reference 435779), which is authorised and regulated by the Financial Conduct Authority for mortgage and non-investment insurance advice. Primis also acts as a data controller in respect of the advice we give, for network supervision, file checking and complaint handling.

We are registered with the Information Commissioner's Office as a data controller under reference ZA190402 (registered 17 June 2016; registration expires 16 June 2027).

For any question about this notice or about your personal data, contact us by email at hello@themortgagegenie.co.uk, by telephone on 0191 580 9890, or in writing at The Grainger Suite, Dobson House, Newcastle upon Tyne, NE3 3PF.

What personal data we collect

• Identity and contact data — name, date of birth, address history, nationality, email address and telephone numbers.
• Financial data — income, employment or self-employment details, expenditure, deposit and its source, existing borrowing, bank details and credit history.
• Property data — details of the property you own, are buying or are letting.
• Household data — details of any joint applicant, dependants or family members relevant to your application.
• Health and lifestyle data — where you ask us to advise on protection insurance (see below).
• Website and technical data — IP address, device and browser information, pages viewed and referral source, collected through cookies and analytics.
• Correspondence — enquiry forms, emails, WhatsApp and live chat messages, and call notes.

We collect this data directly from you, and where relevant from credit reference agencies, lenders, insurers, estate agents, solicitors and any introducer who referred you to us.

Why we use your data and our lawful bases

• To respond to your enquiry and provide mortgage or protection advice — performance of a contract, or steps taken at your request before entering into one.
• To research products and submit applications to lenders and insurers — performance of a contract.
• To verify your identity and prevent fraud and money laundering — legal obligation, and our legitimate interests in preventing financial crime.
• To meet FCA, network and record-keeping obligations, including file checks by Primis — legal obligation and legitimate interests.
• To manage complaints and defend legal claims — legal obligation and legitimate interests.
• To review your mortgage before your deal ends and to keep you informed about our services — legitimate interests where you are an existing client, otherwise consent.
• To measure and improve our website and marketing — consent for non-essential cookies, and legitimate interests for aggregated, non-identifying analysis.

Where we rely on legitimate interests, we have considered whether those interests are overridden by your rights, and you can object at any time using the contact details below.

Health and other special category data

To advise on life cover, critical illness cover or income protection, insurers require information about your health, medical history and lifestyle. We collect and share this only with your explicit consent, and only with the insurers and reinsurers considering your application. You can withdraw that consent at any time, although we may then be unable to continue advising you on protection.

Who we share your data with

• First Complete Ltd t/a Primis Mortgage Network, as our principal firm.
• Lenders, insurers and their underwriters and administrators, where you ask us to research or submit an application.
• Credit reference and fraud prevention agencies, where a search is needed for your application.
• Solicitors, conveyancers, surveyors, estate agents and will-writing partners, where you ask us to introduce you or where they are involved in your transaction.
• Our technology suppliers acting as processors under contract, including our customer relationship system, secure hosting and database provider, email delivery provider, live chat provider and website analytics provider.
• The FCA, HMRC, the Financial Ombudsman Service, law enforcement and other regulators or authorities where we are required or permitted to disclose.

We do not sell your personal data.

International transfers

Our records are held in the United Kingdom and the European Economic Area. Some of our technology suppliers process data outside the UK, including in the United States. Where that happens, the transfer is protected by UK adequacy regulations or by the International Data Transfer Agreement or Addendum approved by the Information Commissioner, together with appropriate additional safeguards. You can ask us for details of the safeguards used.

How long we keep your data

• Advised mortgage and protection cases — at least six years after the end of our relationship, and for the life of an insurance policy plus six years where longer, to meet FCA and limitation requirements.
• Enquiries that do not proceed — usually up to two years, so we can follow up and evidence what was said.
• Anti-money-laundering identity records — five years from the end of the business relationship.
• Marketing preferences and unsubscribe records — kept indefinitely so we can honour your choice.
• Website analytics — retained in line with the settings of our analytics provider, normally no more than 14 months in identifiable form.

How we keep your data secure

Access to our systems is restricted to staff who need it, protected by individual accounts and multi-factor authentication, and data is encrypted in transit and at rest. We keep records of processing and review our suppliers' security. No transmission over the internet is completely secure, so please avoid sending sensitive documents by unsecured email — we can provide a secure upload link instead.

Cookies and website analytics

Essential cookies make the site work and are always set. Analytics and marketing cookies — including Google Analytics 4 delivered through Google Tag Manager — are only set once you accept them in our cookie banner, and you can change or withdraw that choice at any time by clearing the banner preference in your browser and choosing again. Analytics data tells us how pages are found and used; IP addresses are truncated by our analytics provider and we do not use it to identify you. Our site also uses a live chat tool and links to third-party sites, which have their own privacy notices.

Marketing and your choices

If you are an existing client we may contact you about mortgage reviews and related services under our legitimate interests. Otherwise we only send marketing where you have consented. Every marketing email includes an unsubscribe link, and you can opt out at any time by emailing hello@themortgagegenie.co.uk or using our unsubscribe page. We may still need to contact you about a live application or for administrative reasons.

Your rights

Under the UK GDPR you have the right to:

• be informed about how your data is used;
• request a copy of the data we hold about you;
• have inaccurate data corrected;
• ask us to erase data where we no longer have a lawful reason to keep it;
• ask us to restrict processing, or object to processing based on legitimate interests or to direct marketing;
• request portability of data you gave us, in a machine-readable format;
• withdraw consent at any time where consent is our lawful basis; and
• not be subject to a decision based solely on automated processing that has a legal or similarly significant effect — our advice always involves a human adviser.

To exercise any right, contact hello@themortgagegenie.co.uk. We will respond within one month and will not charge a fee unless a request is manifestly unfounded or excessive.

Complaints and contact

If you are unhappy with how we have handled your personal data, please tell us first using our complaints process. You also have the right to complain to the Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF — telephone 0303 123 1113 or ico.org.uk.

Changes to this notice

We review this notice at least annually and whenever our processing changes. This version was last reviewed on 11 September 2026. Where changes are material we will highlight them on this page.