Privacy Notice

About Us
At Orchard Financial Solutions Ltd t/a Orchard Mortgage Solutions; Capital Advice; Pyxis Capital, we take your privacy seriously and are fully committed to safeguarding your personal information. We handle your data with the utmost care and in strict compliance with the General Data Protection Regulation (GDPR), as overseen by the Information Commissioner’s Office (ICO). We are authorised and regulated by the Financial Conduct Authority (FCA) to offer advice and arrange mortgages and non-investment insurance products. As part of our role, we handle your personal data lawfully, fairly, and transparently.

What information do we collect and why?
As a mortgage and insurance broker, we only gather the information necessary to help us recommend and arrange suitable mortgage and insurance products for your needs. This process is known in our industry as “factfinding” — it helps us understand your personal and financial circumstances to offer tailored advice.

We collect this data through phone, email, our client portal or post and will confirm its accuracy with you. It’s crucial that the information we hold about you is current and correct so that we can recommend appropriate financial solutions.

The types of personal information we may collect include:

• Contact details
• Employment and income information
• Monthly outgoings
• Credit status
• Mortgage and insurance preferences
• Existing policies
• Solicitor and accountant details
• Bank account details

In certain circumstances, we may also need sensitive information such as medical history or criminal convictions if this is required to secure a relevant policy on your behalf.

Information from other sources
We may also access publicly available records or third-party databases to verify your identity or to confirm facts you’ve shared with us, ensuring the accuracy of the information we hold.

How do we use your information?
We will only use your personal data in ways that are consistent with your expectations. Here’s a summary of how we typically use your information:

• To search the market and find a mortgage or insurance product that suits your needs.
• To prepare a personalised product illustration for you to review.
• To assist you during the application process and submit it to the relevant lender or insurer.
• To stay in touch with you during the arrangement process and answer any questions.
• To contact you for renewals or reviews of your policies, ensuring ongoing suitability.
• To update your file and notify the lender or insurer if your circumstances change.
• To help you with claims or complaints, should they arise.

Additionally, we may contact you from time to time with information about new products or special offers we think may interest you. This could be via email, phone, text, or other marketing methods. You can opt out of receiving these updates at any time — just let us know.

The lawful basis for using your information
We process your data under the lawful basis of ‘legitimate interest’. This basis allows us to meet regulatory standards set by the ICO and FCA and is appropriate for arranging financial products or services.

Who do we share your information with?
If you choose to proceed with a mortgage or insurance product, we will share your data with the relevant lender or insurer, as needed to complete your application. We may also communicate with your solicitor, accountant, or financial adviser to help arrange the product.

In certain cases, we may be legally obliged to share your data with regulators or fraud prevention agencies. This is done in line with legal obligations under data protection and financial services laws.

How do we protect your data?
We do not sell or share your personal data with third parties for marketing purposes. Nor do we transfer your data outside the European Economic Area.

Your data is securely stored whether held digitally or in physical format. We implement leading security practices and technologies to protect your information from unauthorised access or breaches.

How long do we retain your information?
We keep your data only for as long as necessary. Where a policy or mortgage has been arranged, we will retain your file — including any call recordings — for a minimum of six years, as required by FCA regulations. If we need to keep it for longer, we will inform you.

Your rights
You have the following rights regarding your personal data:

• To be informed about how your data is used and stored
• To request access to your data (a Subject Access Request)
• To request correction of inaccurate or incomplete data
• To request deletion of your data when there’s no lawful reason to keep it
• To request restricted processing of your data
• To object to how your data is processed
• To exercise rights regarding automated decision-making and profiling

If our data processing is based on your consent, you can withdraw it at any time by contacting us. Please note, we do not use automated decision-making or profiling.

Marketing
If we need your consent to send you marketing material, we will ask for it clearly and separately. We won’t use pre-ticked boxes or assume your consent. You must actively opt in or take a clear action to confirm your choice.

We’ll always tell you what you’re consenting to and remind you that you can withdraw your consent at any time. We’ll keep a record of your consent — including when, how, and what you consented to.

• Existing Customers: If you choose to use a different provider in the future, we may ask for your permission to stay in touch.
• Prospective Customers: If you’ve enquired about a product but decided not to go ahead, we may ask for consent to keep in touch in case future offers are of interest.
• Others: We’ll only send information about regulated financial products to individuals who have provided explicit consent.

Right to Complain
We strive to provide excellent service, but if you’re unhappy with how we’ve handled your data, please contact Andrew Stewart using the contact details below.

If you’re not satisfied with our response, you have the right to contact the Information Commissioner’s Office (ICO) by calling 0303 123 1113 or visiting their website at www.ico.org.uk.

In most cases, we may need to share your identity with the subject of your complaint. If you’d prefer to remain anonymous, please let us know and we’ll do our best to respect your wishes. We retain complaints for two years, or six years if they also involve the arrangement of a policy under FCA rules.

Changes to this notice
We review and update this Privacy Notice regularly. If we plan to use your data in a new way, we will revise this document accordingly and notify you.

How to contact us
If you have any questions about this notice or any aspect of how we handle your data, please don’t hesitate to get in touch with us.

📞 Call 01257 543013
📧 Email: compliance@orchardfinancialsolutions.co.uk
📨 Or use our contact form

Updated 4th August 2025