Policies & Terms and Conditions
Privacy Policy
How we will handle your personal data and protect your privacy.
A guide to how we meet the requirements of the Data Protection Act.
Making sure personal data is secure and properly dealt with is of paramount importance in our dealings with you. It is therefore important you understand what information we will take, why we need it, and how we will process your details.
Who will process my data?
Your Mortgage Room is an appointed representative of HL Partnership Limited which is authorised and regulated by the Financial Conduct Authority. As such, both Your Mortgage Room and HL Partnership Limited will process your data in order to provide our services.
What data will you ask me for?
In order to fully understand your financial needs and be able to give good advice, we need to obtain information about you, your family, your personal circumstances, and your preferences. Some of the information will be private and may be sensitive, such as details of your income and expenditure, health, debts and credit commitments, legal proceedings and adverse credit. Much of the information you provide will need to be passed on to the companies whose products you apply for.
Do I have to provide my personal data?
In order for us to be able to give you suitable advice, we need you to provide all the information we ask for as openly and honestly as possible. If you prefer not to disclose some information, please tell us that you prefer not to disclose it and we will assess whether this will alter or impede the work we are doing for you.
How will you use my data?
1. The primary reason we will use your data is to allow us to do the job you’ve asked us to do. Specifically, we will use your data to:
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Assess and provide advice to meet your needs and circumstances;
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Introduce you to a range of product and service providers in order to meet your requirements;
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Administer cases and assist processing of applications;
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Tell you about any changes to products and service we have arranged for you;
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Inform you about products and services we think may be suitable for you (unless you ask us not to send you this information).
2. We may also process your information in order to meet our legal and regulatory requirements. These may include:
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Complying with the regulations set out by the Financial Conduct Authority and other regulators as required;
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Preventing financial crimes such as money laundering and fraud by passing your details to other relevant bodies such as the police and National Crime Agency where required.
3. We may also process your personal data for our own legitimate interests. Typically, these would be limited to:
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Analysing our business for trends and research how we can improve our services to customers;
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Reviewing the work we have carried out for you to ensure we have met the regulations and quality standards;
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Ensuring we are able to exercise or defend legal challenges in the future.
4.HL Partnership Limited will use your data to monitor and assess our work to ensure we have provided a high standard of service and met our legal and regulatory commitments.
How long we will store your data?
We will only keep your personal information as long as necessary. How long that is depends on the type of data and the nature of the work we have carried out. In most cases, your personal data will be stored for an indefinite period as we need to keep evidence that we have fulfilled our legal and regulatory requirements.
Can I see a copy of my personal data?
Yes. Please write to our Data Controller (details below) and we will provide a copy of any personal data we hold about you within one calendar month of receiving your request. Please note that we may need to verify your identity before providing the information.
What if my data is incorrect or incomplete?
You have the right to have your data corrected or completed by contacting our Data Controller in writing (details below). Please be aware that we need to maintain records of information as it was at the time of the advice or the transaction taking place.
Can I have my data erased?
If we have provided you with advice or processed a transaction on your behalf, we will not normally be able to erase your personal data. This is because we are obliged to maintain records of our advice and transactions to meet our regulatory requirements and in case we need to exercise or defend legal claims in future.
Who is the Data Controller?
Charlotte Oakley
15 West Street
Brighton
England
BN1 2RL
Telephone: 01273 039500
Email: Charlotte@yourmortgageroom.co.uk
Data Controller Registration: ZA874341
HL Partnership Limited
6 Merus Court
Meridian Business Park
Leicester
England
LE19 1RJ
Telephone: 03300 552651
Email: Compliance@hlpartnership.co.uk
Data Controller Registration: Z8588911
How can I get more information?
If you would like further details on how we use your personal information or if you have any data protection queries, please write to:
The Data Protection Officer, HL Partnership Limited, 2nd Floor Unit 1, Southern Gate Office Village, Chichester, West Sussex, PO19 8GR
Telephone: 03300 552651
Email: compliance@hlpartnership.co.uk
If you’d like to make a complaint about how we have handled your personal data please write in the first instance to The Data Protection Officer at the above address.
If you are not satisfied with the Data Protection Officer’s response, you can make a complaint to:
Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF
Telephone: 0303 123 1113 (local rate) or 01625 545 745 (national rate)
Email through their website at: https://ico.org.uk/concerns/
Important Notes on Protecting your own Data
Please be aware of cybercrime and protecting your own information online, particularly financial information. Do not send unsecure personal information over the internet. We recommend you use encryption software or provide any information to us using the online tools we provide.
Do not respond to emails asking you to pay money. Never make a payment purely in response to an email. Always call the company to validate any payment requests and check the phone number independently from the email (i.e. via a secure web site). If you receive a phone call asking for payment ensure you are satisfied the call is genuine, or else call the company back to check. Neither Your Mortgage Room nor HL Partnership will take responsibility if you transfer money to a fraudster in error.
Cookies Policy
Last updated: August 2026
Your Mortgage Room Ltd (“we”, “us” or “our”) uses cookies and similar technologies on our website, www.yourmortgageroom.co.uk.
This Cookies Policy explains what cookies are, how we use them, the types of cookies used on our website and how you can manage your cookie preferences.
This policy should be read alongside our Privacy Policy, which explains how we collect, use and protect personal information provided to us.
What are cookies?
Cookies are small text files placed on your computer, tablet or mobile device when you visit a website. They allow a website to recognise your device and can be used to make the website function correctly, maintain security, remember preferences and understand how visitors use the website.
Cookies can be either:
First-party cookies, which are set by the website you are visiting; or
Third-party cookies, which are set by another organisation providing a service used by the website.
The cookies we use
Our website is hosted using Wix and uses cookies that are necessary for the website to operate correctly.
We also use Google Analytics to understand how visitors use our website. We may use other website technologies from time to time where required for the operation, security, performance or improvement of our website.
The cookies used on our website fall into the following categories.
Essential cookies: These cookies are required for the website to operate correctly. They support essential website functions, security, website performance and the management of cookie preferences.
These cookies do not require consent where they are strictly necessary to provide the website service requested by the visitor.
Examples of the essential Wix cookies currently used on our website include:
The exact cookies used by Wix may vary depending on the features and functionality enabled on our website.
Analytical cookies – Google Analytics: With your consent, we use Google Analytics to understand how visitors use our website.
Google Analytics helps us understand information such as:
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the number of visitors to our website;
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which pages are visited;
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how visitors navigate around our website;
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how long visitors spend on our website;
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how visitors arrived at our website; and
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general information about the devices and browsers used to access our website.
We use this information to monitor website performance and improve our website and the information we provide.
The Google Analytics cookies identified on our website include:
The precise cookie name and duration may vary depending on our Google Analytics configuration.
Google Analytics is provided by Google LLC. Information collected through Google Analytics may be processed by Google in accordance with Google's own privacy documentation.
Analytical cookies will only be placed where the appropriate consent has been provided.
Marketing cookies – Meta Pixel: We use the Meta Pixel, provided by Meta Platforms Ireland Limited, to help us understand how visitors interact with our website and to measure the effectiveness of our advertising and marketing activities.
The Meta Pixel uses cookies, including the _fbp cookie, which can identify a browser and help Meta recognise when a visitor interacts with our website. This may allow us to measure website activity following an interaction with our advertising and, where applicable, help us understand the effectiveness of our advertising campaigns.
_fbp – Meta – Marketing – typically 3 months
The _fbp cookie is a non-essential marketing cookie and will only be placed on your device where you have given consent to marketing cookies through our cookie consent mechanism.
Information collected through the Meta Pixel may be processed by Meta in accordance with Meta's own privacy and data protection policies.
You can withdraw your consent to marketing cookies at any time through our cookie settings.
Your cookie choices
When you first visit our website, you will be provided with the opportunity to manage your cookie preferences.
Essential cookies will operate because they are required for the website to function.
Non-essential cookies, including analytical and marketing cookies, will not be placed on your device unless you provide the appropriate consent.
You can change or withdraw your consent to non-essential cookies at any time by selecting “Manage Cookie Preferences” on our website.
You can also manage cookies through your internet browser settings. However, blocking strictly necessary cookies may affect the functionality of our website.
Information provided to us directly
Where you provide your personal information to Your Mortgage Room, for example by completing an enquiry form, requesting an eBook, booking an appointment or contacting us, we use that information for the purposes explained in our Privacy Policy.
We do not sell or rent your personal information to third parties.
We may use third-party service providers to support the operation of our business and website where necessary. Where this involves the processing of personal information, we take appropriate steps to ensure that such processing is carried out in accordance with applicable data protection requirements.
Information collected through third-party website technologies, such as Google Analytics, is subject to the relevant third party's own privacy and data protection policies.
How long cookies remain on your device
Cookies may be either session cookies, which are deleted when you close your browser, or persistent cookies, which remain on your device for a specified period.
The duration of a cookie depends on its purpose and the service that places it.
We periodically review the cookies and similar technologies used on our website and update this policy where necessary.
Changes to this Cookies Policy
We may update this Cookies Policy from time to time to reflect changes to our website, the cookies and similar technologies we use, or changes in legal and regulatory requirements.
Any updated version will be published on this webpage.
Important Notes on Protecting your own Data
Please be aware of cybercrime and protecting your own information online, particularly financial information. Do not send unsecure personal information over the internet. We recommend you use encryption software or provide any information to us using the online tools we provide.
Do not respond to emails asking you to pay money. Never make a payment purely in response to an email. Always call the company to validate any payment requests and check the phone number independently from the email (i.e. via a secure web site).
If you receive a phone call asking for payment ensure you are satisfied the call is genuine, or else call the company back to check. HL Partnership Limited will not take responsibility if you transfer money to a fraudster in error.
The Complaints Process
Your Mortgage Room – Customer Complaints Procedure
Hopefully all your dealings with HL Partnership Limited and our Appointed Representatives will be positive experiences. However, sometimes things go wrong and if that happens, we operate a structured Complaints Procedure to ensure we get things back on track as quickly as possible.
This document is a summary of that procedure which is designed to ensure any complaints are dealt with in a professional manner, are handled fairly, effectively and promptly, and are resolved at the earliest possible opportunity.
Our commitment to you…
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We will endeavour to resolve your complaint as quickly as possible and will work within the following timescales:
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Three Business Days – Once we receive your complaint, if we are able to resolve the matter by close of business on the third working day following its receipt, we will simply do so and advise you in writing with our Summary Resolution Communication.
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Five Business Days – If we are not able to resolve the matter as above, we will write to you within five business days acknowledging your complaint, confirming our understanding of the situation, and providing you with the name of the individual handling the complaint.
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Four Weeks – If we haven’t been able to resolve the complaint sooner, after four weeks we will send you either our Final Response letter (please see below) or a progress report explaining why we are not yet in a position to resolve the complaint.
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Eight Weeks – If we still haven’t been able to resolve the case before hand, at eight weeks we will send you either our Final Response letter (please see below) or an explanation why we are not yet in a position to resolve the complaint, giving the reason for the delay and indicating when we expect to be able to provide a final response.
PLEASE NOTE: A business day is a Monday to Friday between 9am and 5pm, excluding bank holidays. When a complaint is received on a non-business day, or on a business day outside business hours, we will treat the complaint as being received on the next business day.
2. We will ensure the person dealing with your complaint has the required skill, knowledge and authority to respond to your complaint. Our staff are fully trained and we operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.
3. We will ensure the letters we send are clear and explain things properly. When we resolve a complaint you will either receive:
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Summary Resolution Communication – Where we have been able to resolve a complaint within three business days, we will issue a Summary Resolution Communication explaining that we believe the complaint to be resolved. This will include details of how to escalate the case if you remain dissatisfied.
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Final Response Letter – Once we have completed an investigation, we will issue our Final Response Letter to you. This will detail the complaint, explain our investigation, and confirm our findings. The Final Response letter will either ‘Uphold’ your complaint or ‘Reject’ your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included.
We will give you access to the Financial Ombudsman Service which is a free service set up by Parliament to sort out individual complaints that consumers and financial businesses are not able to resolve themselves.
If, once we have issued a Summary Resolution Communication or Final Response Letter (or after 8 weeks if we have yet to issue a Summary Resolution or Final Response letter), you remain dissatisfied with the outcome of our investigations, you may have the right to approach the Financial Ombudsman Service within 6 months of the date of the letter.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
Details of how to get in touch with The Financial Ombudsman Service will be issued with our Summary Resolution and Final Response letters along with a leaflet explaining how the service works. If you require more information, the Financial Ombudsman Service can be contacted as follows:
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: 0300 123 9123
Website: www.financial-ombudsman.org.uk
Your commitment to us…
In order to help resolve complaints as quickly and fairly as possible, we ask the following:
Tell us what happened – We need to understand the situation as clearly as possible so we may ask you to provide your side of the story or let us have documents and information which may help our investigation. These can be provided by post, email, verbally or through any other means that you prefer.
Help us find the right solution – It is in everyone’s interests to get complaints settled amicably so if there is a particular outcome you believe would be suitable, tell us and we will assess if this is possible. We may not be able to resolve the case the way you would like but we can try. And if we can’t, we will explain why it is not possible and offer an alternative solution.
Respond to us as soon as you can – Hopefully we won’t need to come back to you too often but we may need further information or clarity on certain points. If we do need more information, we simply ask you to come back to us as soon as you can so that we can get things resolved quicker. If you can’t come back straight away, that’s fine too – just let us know.
Treat us with respect – Whilst it can be frustrating if something’s gone wrong, our job is to find out what happened and where appropriate, put things right. Our staff will do everything we can to help so we ask you give them the time to do their work and treat them with respect.
How to Complain
If you wish to register a complaint, you can do so by contacting our Complaints Department using the following methods:
By post:
The Complaints Department
HL Partnership Limited
6 Merus Court,
Meridian Business Park,
Leicester,
England,
LE19 1RJ
By email: complaints@hlpartnership.co.uk
By telephone: 03300 552 651
Refer a Friend Policy
1. Promoter
The promoter of this Refer a Friend promotion (“Promotion”) is Your Mortgage Room Ltd. The Promotion will start on 01/01/2026 and is scheduled to end on 31/12/2026. However, the Company reserves the right to amend or withdraw the Promotion at any time.
2. Eligibility
2.1. This Promotion is open to existing clients of the Company who are aged 18 or over at the time the referral is made (“Referrer”).
2.2. The referred individual (“Referee”) must be a new client who has not previously completed a mortgage or protection product through the Company.
2.3. Employees, appointed representatives, contractors, and their immediate family members are excluded unless otherwise stated.
3. How to Refer
3.1. A referral can be made by the Referrer providing the Referee’s contact details to the Company, or by the Referee confirming the Referrer’s details at the point of initial enquiry.
3.2. The Referrer must confirm that they have obtained the Referee’s prior consent to share their personal information with the Company.
3.3. Referrals must be made for genuine personal recommendations only and not as part of any commercial or promotional activity.
4. Qualifying Criteria
4.1. A referral will be considered successful only when the Referee completes a mortgage and/or protection policy arranged by the Company.
4.2. No reward will be payable for enquiries, consultations, declined applications, or cases that do not proceed to completion.
4.3. Only one referral reward will be paid per Referee, irrespective of the number of products completed.
5. Reward
5.1. The Referrer will receive £100 cash reward for each successful referral.
5.2. The reward will be issued within 30 days of the qualifying product completion.
5.3. Rewards are non-transferable and non-exchangeable, and no cash alternative is available unless explicitly stated.
5.4. The Promotion is not conditional on the Referee accepting any particular product or recommendation.
5.5. The Referrer will be notified by the Company once a referral has successfully completed and when they become eligible to receive the reward. Notification will be made using the contact details held on file, and the reward will be issued in accordance with Section 5 of these Terms & Conditions.
6. General
6.1. The Company reserves the right to amend, suspend, or withdraw this Promotion at any time were reasonably necessary.
6.2. The Company reserves the right to withhold or withdraw rewards where it reasonably believes the Promotion has been misused or where referrals are not made in good faith.
6.3. These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales.