Nationwide providers of mortgages, protection insurance & private medical insurance

Call us on 0330 134 0082

Complaints Policy

How we deal with complaints

In the unlikely event that you make a complaint, it will be dealt with in the following way:

MGI Direct Ltd will (where possible) endeavour to resolve your complaint within 3 business days of receiving it. If MGI Direct Ltd are able to resolve the complaint within 3 business days of receiving it, the complainant will be sent a summary resolution communication provided the complainant has issued their acceptance.
If the complaint cannot be resolved within 3 business days. The complaint will be acknowledged in writing within 5 business days of receipt.
If at 4 weeks the investigation has not been completed a holding response will be issued, explaining the reason for the delay and indicating when within the 8-week limit we will make further contact.
If at 8 weeks the investigation has still not been completed, the complainant will be advised of the reasons for the further delay and given an indication of when we expect to issue a Final Response. At this stage the complainant will also be advised that they can refer the matter to the Financial Ombudsman Service (FOS) if they are dissatisfied with the delay, and will be provided with the FOS explanatory leaflet.
The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk
Final Response letters will advise complainants of the outcome of the complaint investigation, and whether the complaint has been rejected, or accepted and, if the latter, how the matter will be corrected.

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THINK CAREFULLY BEFORE SECURING OTHER DEBTS AGAINST YOUR HOME. YOUR HOME MAY BE REPOSSESSED IF YOU DO NOT KEEP UP REPAYMENTS ON A MORTGAGE OR ANY OTHER DEBT SECURED ON IT.

The guidance and/ or advice contained in this website is subject to the UK regulatory regime and is therefore primarily targeted at consumers based in the UK. You voluntarily choose to provide personal details to us via this website. Personal information will be treated as confidential by us and held in accordance with the Data Protection Act 2018. You agree that such personal information may be used to provide you with details of services and products in writing, by email or by telephone.

MGI Direct Ltd is registered in England & Wales (Company No. 07569731)

Authorised and regulated by the Financial Conduct Authority. Financial Services Registration Number 697649

Owned and operated by MGI Direct Ltd, 27 Bridge Street, Usk, NP15 1BQ.

MGI Direct is a credit broker and not a lender, We work with the whole of the lending market who may pay us a commission. The amount of commission paid varies between lenders.

Privacy Policy

Complaints Procedure

1. Controller

The controller for data processed on this website is:

MGI Direct
27 Bridge Street
Usk
NP15 1BQ

Tel: 0330 134 0082

2. Data we collect

Personal data is defined as any information relating to an identified or identifiable natural person

When you submit an request via this website we collect the following:

Title
Firstname
Surname
Email Address
Telephone Number
Postcode
IP Address

During the initial appointment with one of our advisors and the application process we will be required to collect lots more of your personal information. In line with our data protection procedure we will only share this information with our recommended lender/insurer/legal representative where required to fulfil our contract to you.

3. Why we collect your data

We only collect your personal data in accordance with GDPR.

We use the data you provide to provide the service advertised.

Processing your data is necessary to provide you with the service you have requested.

4. Cookies

What are cookies?

Cookies are small peices of text stored in your browser and accessed by our website allowing us to recognise you and make your next visit easier and more useful to you.

How we use cookies

When you use and access our website, we may place a number of cookies files in your web browser.

We use cookies for the following purposes: to enable certain functions of the service, to provide analytics data and to store your preferences.

Third-party cookies

In addition to our own cookies, we may also use various third-parties cookies to report usage statistics of the service, deliver advertisements on and through the service.

5. Disclosure to third parties

MGI Direct Ltd takes your privacy seriously, as part of the Mortgage and/or Insurance process we will be required to share your information with our recommended lender/insurer/legal representative.

We may disclose your information to employees of MGI Direct insofar as reasonably necessary for the purposes set out in this policy.

We may also disclose your information if:

We are required to do so by law;
in connection with any legal proceedings or prospective legal proceedings
in order to establish, exercise or defend our legal rights (including providing information to others for the purposes of fraud prevention and reducing credit risk); and to the purchaser (or prospective purchaser) of any business or asset which we are (or are contemplating) selling.
Except as provided in this privacy policy, we will not provide your information to third parties.

Your information is never shared with any other organisation other than those stated above and all data is stored within the United Kingdom.

As part of the Mortgage and/or Insurance process we will be required to share your information with our recommended lender/insurer/legal representative

6. Data retention

We retain our records for at least 5 years under our regulatory obligations, however, your right to be forgotten is processed on a case by case basis.

Should you opt to exercise your right to be forgetten as a multi-service client, we will be unable to fulfil our multi-service contract with you, we will contact you a final time to clarify the position and it's consequences.

7. Rights of the data subject

You shall have the right to obtain from us confirmation as to whether or not personal data concerning you are being processed, and, where that is the case, access to the personal data and certain information. (Art. 15 GDPR: right to access)
You shall have the right to obtain from us without undue delay the rectification of inaccurate personal data concerning you. Taking into account the purposes of the processing, you shall have the right to have incomplete personal data completed, including by means of providing a supplementary statement. (Art. 16 GDPR: right to rectification)
You shall have the right to obtain from us the erasure of your personal data without undue delay. (Art. 17 GDPR: right to erasure)
You shall have the right to obtain from us restriction of processing. (Art. 18 GDPR: right to restriction of processing)
You shall have the right to receive your personal data, you provided to us, in a structured, commonly used and machine-readable format and have the right to transmit those data to another controller without hindrance from the controller to which the personal data have been provided or to have the personal data transmitted directly from one controller to another, where technically feasible. (Art. 20 DS-GVO: right to data portability)
You shall have the right to object, on grounds relating to your particular situation, at any time to processing of your personal data which is necessary for the performance of a task carried out in the public interest or in the exercise of official authority vested in the controller or where processing is necessary for the purposes of the legitimate interests pursued by us or by a third party, including profiling based on those provision. (Art. 21 GDPR: right to object)
You shall have the right to lodge a complaint with a supervisory authority, in particular in the Member State of his or her habitual residence, place of work or place of the alleged infringement if the data subject considers that the processing of personal data relating to him or her infringes this Regulation. (Art. 77 GDPR: right to lodge a complaint with a supervisory authority).

8. Your obligations

You have no obligation to use this service, however, any information you disclose will be processed unless otherwise stated.

9. Security

We will take every possible precautions to prevent the loss, misuse or alteration of your personal data.

We store all personal data you provide on our secure servers or a repuatable secure cloud service.

10. Agreement

By submitting your details on this website you agree consent to be contacted by a professional qualified advisor using the contact number you have provided who may discuss your current mortgage or insurance requirements.

The information you submit on this website will be transferred to an agent of MGI Direct, your information will remain with us subject to clause 4 (Disclosure to third parties).

11. Right to be forgotten

If you wish to withdraw your consent for us to contact you regarding your mortgage needs you may do so by emailing clientconsents@mgidirect.co.uk and quoting your name and additional details so we can identify you and action your request accordingly.

12. Other services

This website uses Google Analytics web analysis code to collect user data on the site. We use this data to learn how best to target other users who can benefit from our services and to draw reference to ways in which the site can be improved.

If you object to allowing us or Google to receive this data you may opt out at any time by adjusting your web browser or respective software used. Additionally, you may download a browser add-on under the link https://tools.google.com/dlpage/gaoptout and install it.

Further information and the applicable data protection provisions of Google may be retrieved under https://www.google.com/intl/en/policies/privacy/ and under http://www.google.com/analytics/terms/us.html. Google Analytics is further explained under the following Link https://www.google.com/analytics/.,/