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Data Protection Complaints

Data Protection Complaints

How to raise a concern about your personal information

Effective date: 1 April 2026

If you are unhappy with how we have handled your personal information, we want to hear from you. We take every concern seriously and we will do our best to put things right.

This notice explains what counts as a data protection complaint, how to raise one, what happens next, and what you can do if you are not satisfied with our response.

What is a data protection complaint?

A data protection complaint is when you believe we have not handled your personal information in the way the law requires. For example, you might want to complain if:

  • Unlawful Processing: We collected or used your financial or personal information without a proper legal reason.
  • Rights Requests: We didn’t respond properly when you asked to see, correct, or delete your information (Subject Access Requests).
  • Unauthorised Disclosure: We shared your information with a lender, insurer, or third party without your consent or a valid legal basis.
  • Data Retention: We kept your mortgage application files or ID documents for longer than necessary.
  • Data Breach: You experienced a data breach that affected your sensitive personal or financial information.
  • Accuracy: You’re concerned about the accuracy of the information we hold or have passed to credit reference agencies.
  • Security: We didn’t handle your physical or digital files securely.

How to raise a complaint

You can contact us in any of the following ways. Please use whichever is easiest for you.

Email

Please send an email to [email protected]. Please use the subject line ‘Data Protection Concern’ to help us route your email quickly.

Post

Andrew Johnson

Yes Mortgage Services Limited

The Old Barn

Brooklands Farm

Mannington

Dorset

BH21 7JU

What to include in your complaint

It helps if you can tell us:

  • Your name and contact details
  • What happened and when (as best you can remember)
  • How this has affected you
  • What outcome you are looking for or how you would like us to put this right.

Do not worry if you do not have all of this to hand. We will work with you to understand what happened.

What happens after you complain

Acknowledgement: We will acknowledge your complaint within 3 working days.

Investigation: We will conduct a thorough investigation into how your data was handled.

Final Response: We aim to provide a full written response within 30 calendar days. If the matter is complex and requires more time, we will write to you to explain why and provide a new deadline.  Our response will be in plain English and will explain:

  • What we found
  • What action we have taken (if any)
  • Your right to take the matter further if you are not happy with our response

Complaints about data we hold as a Data Controller

We are the data controller for the personal information we hold about our clients, prospects, and website visitors. This includes names, contact details, financial information, and records of our advice relationship. Complaints about how we handle this information are covered by this notice in full.

In the course of arranging mortgage and protection products for you, we may share your personal information with our compliance company, lenders, insurers, and other third parties as necessary to fulfil our service. Where we do this, those organisations act as independent data controllers in their own right. If your complaint relates to how one of those third parties has handled your information, you will need to raise it directly with them. We can help you identify the relevant organisation if needed.

If you are not happy with our response

If you feel we have not resolved your complaint to your satisfaction, you have the right to take it to the UK’s independent data protection regulator, the Information Commissioner’s Office (ICO).

Under the Data (Use and Access) Act 2025, we ask that you give us the opportunity to respond before contacting the ICO. This is now a formal part of the complaints process. The ICO will typically expect to see that you raised your complaint with us first. If you don’t raise it with us first, they will pass the complaint back to you and ask that you do that.

You can contact the ICO in the following ways:

Service complaints

This notice covers complaints about personal information only. It does not cover complaints about the quality of our mortgage broking or advisory services. For service complaints, please refer to our separate complaints procedure.

As an FCA-regulated firm, we are required to handle service complaints in line with FCA rules. Our service complaints procedure sets out how to raise a concern and what to expect from us.

About us

YES Mortgage Services Limited, trading as Yes Mortgage Services is an appointed representative of H L Partnership Limited which is authorised and regulated by the Financial Conduct Authority. YES Mortgages Services Limited is a company registered in England and Wales with company number 08872874. The registered office address is Yes Mortgage Services Limited, The Old Barn, Brooklands Farm, Mannington, Dorset, BH21 7JU.

We hold and process personal information in line with UK data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, as updated by the Data (Use and Access) Act 2025.

We are registered with the ICO as a data controller. Our ICO registration number is:  ZA041444.

Contact us

If you have any questions about this notice or how we handle personal information more generally, please get in touch.

Email: [email protected]

Website: https://yesmortgageservices.co.uk

This notice was last updated on 1 April 2026. We review it regularly and update it whenever our processes change or the law requires it.