Risecap are committed to protecting your privacy. This policy statement, together with any document referred to within, sets out the basis on which we will use the personal information you supply to us directly yourself or supplied to us by a third party. Risecap Ltd is responsible for the processing of the personal information you supply and is registered with the Information Commissioner’s Office under the UK Data Protection act, registration number ZA553906.
We have structured our website so that you can visit without identifying yourself or revealing any personal information.
If you review or download information from the website, this information is tracked to enable us to provide you with tailored information and to give us information about your use of our website. This action will not personally identify you.
Should you wish to complete a contact or enquiry form on the website or through our connected portals, we collect and store the personal information supplied to us via secure servers to enable us to fulfil your request.
Any personal information you chose to disclose via the website or portals will be processed in accordance with this privacy notice.
To arrange a loan or other plan or service for you, we will need to collect a wide range of personal data and financial related information. Our UK based team will only collect information that is pertinent to the service we provide and will hold this information only for as long as necessary.
We will retain and process your personal information based on our ‘Terms of Business’ contract with you, our statutory and legal obligations, our regulatory requirements and our legitimate business interests.
We collect information via a variety of means which include website forms, telephone calls, email, text messages, social media, post, fax and face to face meetings. We may also monitor and record our telephone conversations with you.
Risecap will use personal data received to process your request for a loan or other plan or service on your behalf. You may advise us at any time should you no longer wish us to use your data. We will use the information in several ways to improve how we support our customers, which includes but is not limited to:
•Letting you know about changes to our products and services.
•Confirmation of your identity.
•Training of our staff and fraud Investigation and prevention.
•Confirmation of the documents and information you provide to us.
•Keeping our records up to date and complying with regulatory and legal obligations.
To arrange a mortgage, loan or other plan or service we will need to share your personal data with relevant third parties. These third parties include mortgage lenders, product providers, surveyors, solicitors and other parties that relate to your application.
We will seek your explicit consent to provide you with general market news and updates and to inform you of any products and services offered by Risecap and its associated companies that are not connected with your specific mortgage, loan or other plan or service. If you use a service offered by Risecap, you will not automatically be opted in to marketing without your consent. We will not provide your personal data to any unconnected third party in connection with marketing.
We will obtain explicit consent from you either verbally, via our website, via meetings face to face including shows and events, by email, or by completion of a consent form and will keep a record of your consent.
Marketing may include emails, telephone calls, social media and postal marketing. You can advise us of your preferences on how you would like us to provide marketing and the marketing content that is of most interest to you. You may update your preferences at anytime and you may also withdraw your consent at anytime.
You have a right to access any personal information we hold about you. To request access or for any questions about this privacy policy please contact: hello@risecap.com
1. Introduction
Risecap are committed to providing products and services of the highest standard. If for any reason, you feel you are not entirely satisfied with any aspect of our service, please let us know straight away. We are also a member of NACFB and adhere to their Code of Practice.
Our Complaints department will investigate your complaint competently, diligently and impartially.
2. How to make your complaint
Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed at the bottom of this document.
We will need to know:
3. What happens next?
Risecap aim to resolve all complaints as quickly as possible. We will consider all the available evidence, the circumstances together with any relevant laws or regulations. We will keep you regularly updated about what is happening and discuss our findings.
We will contact you within three working days to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.
Sometimes Risecap are not able to find a resolution within 3 working days. On these occasions we will issue you with an initial response letter which outlines the circumstances of your complaint. We aim to respond to all complainants within four weeks although we have eight weeks from the date of receipt of your complaint to investigate and provide you with our final response.
Sometimes it can take a bit longer to reach a decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.
When we have fully investigated your complaint and reached a decision, we will write to you to let you know our final response. This is a detailed letter which will tell you what we have found, what we plan to do and how we came to our decision.
If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the ICO or the NACFB dependent upon the circumstances surrounding the case. The NACFB suggest trying to resolve the complaint directly with us in the first instance. If the complaint is referred to the NACFB, they will investigate the complaint competently, diligently and impartially. It is important to be aware, the NACFB have no powers or sanction relating to any form of compensation.
ICO contact details
25 Green Street, Mayfair, London, W1K 7AX
Risecap Ltd (Company no. 11203916) Data Protection Number ZA553906. The registered address is 3rd Floor, 86-90 Paul Street, London EC2A 4NE. Risecap is a credit broker and not a lender.
We will receive commission from lenders. Different lenders pay different amounts depending on different commission models. For transparency we work with the following commission models: fixed fee, fixed rate of commission, percentage of the amount you borrow. In some circumstances, we do not receive any commission or fee from the lender, we will detail the commission or fee scenario throughout your customer journey
Copyright © 2024 Risecap. All rights reserved.
0203 089 7919
hello@risecap.co.uk
25 Green Street London W1K 7AX
Risecap Ltd Data Protection Number ZA553906. The registered address is 85 Great Portland Street, London, England, W1W 7LT. Risecap is a credit broker and not a lender.
Copyright © 2022 Risecap. All rights reserved.