Three ways we
protect what matters.

Move Easy Mortgages Limited is an Appointed Representative of PRIMIS Mortgage Network, a trading name of TenetLime Ltd. TenetLime Ltd is authorised and regulated by the Financial Conduct Authority.

You can make a complaint by any reasonable means including telephone, letter, or email.

If you prefer, you can also refer your complaint to TenetLime Ltd directly:

Simplified Complaints

We will use this process if your complaint is about a simple matter that we can look into and solve quickly and easily, and you direct it to us rather than directly to TenetLime Ltd in the first instance.

We will investigate your complaint and aim to resolve it within three business days following the date of receipt. If we are unable to resolve it within three working days, the case will be referred to TenetLime Ltd and handled under the Formal Complaint process.

Formal Complaints

The formal complaints process will be used where we can't resolve your complaint within three working days, where it involves more complex assessment or investigations, where you send your complaint directly to TenetLime Ltd, or where you ask us to deal with it this way.

Upon receipt TenetLime will acknowledge your complaint promptly and will investigate it fairly and impartially. They will write to you within eight weeks to confirm the outcome of their investigation. In the unlikely event that their investigation is not complete within eight weeks, they will write to you to explain why and advise when you can expect to hear from them.

If, following TenetLime's investigation, you are still not happy with the outcome, you have a statutory right to refer your complaint to the Financial Ombudsman Service. This service is free of charge to consumers. You may refer the matter within six months from the date that you received a final response to your complaint.

We are committed to providing a complaints service that is accessible to all our customers. If you think you will have any difficulties with any elements of the process outlined above, or if there are circumstances that might mean we need to change the way in which we handle your complaint, then please let us know when you tell us about your complaint.

Move Easy Mortgages Limited is an Appointed Representative of PRIMIS Mortgage Network, a trading name of TenetLime Ltd. TenetLime Ltd is authorised and regulated by the Financial Conduct Authority.

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 Information"). We would like to explain to you what we will need to do with Your Information, and the various rights you have in relation to Your Information.

Your Information means any information describing or relating to you. It may identify you directly (for example your name, address, date of birth, National Insurance number) or indirectly (for example your employment situation, your physical and mental health history, or any other information that could be associated with your cultural or social identity).

In the context of providing you with mortgage and/or insurance assistance, Your Information may include:

• Title, names, date of birth, gender, nationality, civil/marital status, contact details, addresses and identity documents
• Employment and remuneration information, including salary, bonus schemes, overtime, sick pay and employment history
• Bank account details, tax information, loans and credit commitments, personal credit history, sources of income and expenditure, family circumstances and details of dependants
• Health status and history, details of treatment and prognosis, medical reports
• Any pre-existing mortgage and/or insurance products and their terms and conditions
• Information you provide via online contact forms on our website

When we speak with you about your mortgage and/or insurance requirements we do so on the basis that a contract for the supply of services is in place between us. In order to perform that contract, and to arrange the products you require, we have the right to use Your Information for the purposes set out in this notice.

We may also use Your Information where it is in our legitimate business interest to do so and your rights are not affected — for example, to respond to requests from mortgage lenders, insurance providers and our Network relating to advice we have given to you, or to seek feedback on the service you received.

Where you ask us to assist with insurance needs, particularly life insurance or insurance relating to accident or illness, we will ask about your ethnic origin, health and medical history ("Your Special Data"). We will use Your Special Data to make enquiries of insurance providers and to provide you with advice. If you have parental responsibility for children under 16, information relating to those children may also be recorded. Certain insurance arrangements may also involve disclosure of criminal conviction information.

We collect Your Information mainly directly from you, usually during initial meetings or conversations. We may also obtain some information from third parties — for example, credit checks, information from your employer, or searches of public domain information such as the electoral roll.

From time to time Your Information will be shared with or transferred to:

• Our Network (PRIMIS / TenetLime Ltd)
• Mortgage lenders and insurance providers
• Third parties who can assist with your enquiry or application — including product specialists, estate agents, legal services providers, surveyors and valuers

This sharing does not entitle such third parties to send you marketing messages. It is shared solely to enable us to fulfil our responsibilities to you. We do not envisage Your Information being transferred outside of the European Economic Area.

Your privacy is important to us and we will keep Your Information secure in accordance with our legal responsibilities. Your Information will be retained either electronically or in paper format for a minimum of six years, or for the duration of our relationship with you if longer. Our Network will also retain your information for a minimum of six years to fulfil its legal and regulatory obligations.

You can:

• Request copies of Your Information that is under our control
• Ask us to further explain how we use Your Information
• Ask us to correct, delete or restrict our use of Your Information
• Ask us to send an electronic copy of Your Information to another organisation
• Change the basis of any consent you have provided for us to market to you

If you have concerns about how we have handled Your Information you may lodge a complaint with the UK's data protection regulator, the ICO:

For more detail on what our Network will do with Your Information, please visit the Network Privacy Policy at www.primis.co.uk/privacy-notices.