Privacy & Complaints Policy

Customer Privacy Notice

During the course of dealing with us, we will ask you to provide us with detailed personal information relating to your existing circumstances, your financial situation and, in some cases, your health and family health history ("Your Personal Data").

This document explains how we will handle Your Personal Data and your rights regarding it.

In the context of providing assistance with your Mortgage/Finance and Insurance requirements, Your Personal Data may include:

• Identity details (name, date of birth, address, etc.)
• Financial information (income, expenditure, assets, etc.)
• Employment details
• Health and medical history where relevant
• Existing insurance or mortgage product details

We collect this data from you, and occasionally from third parties (credit checks, employer verification, etc.).

Your data will be securely stored and shared only as necessary to progress your enquiry or application, and will not be used for marketing without your consent.

For full details, including your rights under data protection law, please contact us or refer to the full Privacy Notice document.

Complaints Policy

At Pure Financial Solutions, our aim is to provide a first class standard of service and advice at all times. If you feel we have not achieved this, we take your concerns seriously and will address them as follows:

• We will acknowledge your complaint promptly.
• If made orally, we will confirm our understanding in writing.
• If another firm may be responsible, we will forward the complaint appropriately.
• If we can resolve your complaint within 3 business days, we will provide a written summary of the outcome.
• If not, we will keep you informed of progress and aim to send our Final Decision Letter within 8 weeks.
• You may refer your complaint to the Financial Ombudsman Service if you are not satisfied with our response.
• We will also provide guidance on how to contact the Pensions Ombudsman where relevant.
• If upheld, we will offer fair compensation for any acts or omissions we are responsible for.
• Further details are available in our full Complaints Policy.

Company Information

One Monthly Payment is a trading style of Pure Financial Solutions Limited registered in England and Wales, company number 04037714. Pure Financial Solutions Limited's registered office is Redruth House, Cornwall Business Park West, Scorrier, Redruth, TR16 5EZ

Pure Financial Solutions Limited is authorised and regulated by the Financial Conduct Authority under registration 712612. Details of our FCA permissions can be found on the FCA register www.fca.org.uk. Pure Financial Solutions Limited are a registered data processor and controller with the Information Commissioners Office under registration number Z6619654.

Pure Financial Solutions Limited is a credit broker and not a lender. Lender fees may apply. Any fees are subject to status and product. We never ask for an upfront fee. Pure Financial Solutions Limited may also receive a commission from a product provider once you receive your product. Pure Financial Solutions Limited is completely transparent throughout the application process of any fees associated with any product.