Who we are ?

If you’re looking for equity release, TrueEquityRelease.co.uk will help find the best value plan for you. With a few simple clicks you will be comparing a list of equity release deals brought to you by UK's leading providers.

At TrueEquityRelease.co.uk, we do the hard work for you! We compare the best equity release plans, from the UK's top providers, to find the right deals for you. Our friendly service has been designed to keep things simple and always free to use.

If you’re a homeowner over the age of 55, then you could unlock tax-free cash tied up in your property and use it how you wish in order to enjoy your retirement.

The TrueEquityRelease.co.uk are here to help guide you through the Equity Release schemes. We offer you a complete understanding of the options available alongside providing a safer, easier and flexible plan suiting your needs.

Why use TrueEquityRelease.co.uk?

• UK’s leading Equity Release comparison website
• Helping you choose the Best Equity Release plan
• We help you to release tax free funds from your property
• FREE no-obligation equity release quote
• We research and compare the whole of UK market
• Our service is 100% FREE, impartial and independent service

All the information provided by you is stored safe, secure and confidential.

Do you charge for your online service?

We never let you pay us any money for using our comparison service. It is absolutely free of cost. We only receive our income from charging the financial expert whom we send your enquiries to and this charge can be fixed or it may vary. This charge will only relate to the introduction of you to the financial expert.

No other additional charges apply as neither we receive nor charge any other amount to you or the financial expert whom your details are passed to.

Data is collected, processed and maintained in accordance with the Data Protection Act 1998. Registration Number: ZA036317

1. General

These terms and conditions apply to your use of this website.

By accessing and using this website you undertake that you are aged 18 years or older and agree to be bound to act in accordance with these Terms of Use and our Privacy Policy.

We reserve the right to amend these Terms of Use from time to time without notice by amending this page. The amended Terms of Use will be effective from the date they are posted on the TrueEquityRelease.co.uk website. As these Terms of Use may be amended from time to time, you should check them whenever you visit the TrueEquityRelease.co.uk website. Your continued use of this Website will constitute your acceptance of the amended Terms of Use.

TrueEquityRelease.co.uk is an online information source for Equity Release. TrueEquityRelease.co.uk is owned by Click Search Media Ltd and provides a free Equity Release quote search service. We may change these terms and conditions from time to time and once published, these alterations will become immediately effective. If you do not agree to these Terms of Use or our Privacy Policy, you are not permitted to access and use this website and you should cease such access and/or use immediately. In case you breach any term of these Terms of Use, your right to access and use of this website shall cease immediately.

2. Our Service

TrueEquityRelease.co.uk provides an independent online service which enables you to research and compare Equity Release provided by third parties whilst using this Website and our comparison service is free for you to use.

Our aim is to provide uninterrupted access to this Website but we give no warranty as to the uninterrupted availability of this Website and we reserve the right to suspend, restrict or terminate your access to this website at any time. We reserve the right to add, amend, delete, edit, remove or modify any information, content, material or data displayed on this Website and without notice from time to time.

We do not add any fees or commissions to the products or services you compare. Instead, we will introduce you to other parties who provide products or services. We are paid by charging those third party product or service providers a fee and/or commission for introductions made.

Any financial information featured on the website or accessed via a link from the website is not considered to be financial advice from Click Search Media Ltd or TrueEquityRelease.co.uk. Click Search Media Ltd is not authorised by the Financial Conduct Authority (FCA) regarding financial products and should not be regarded as a financial adviser.

Please be aware that nothing on this Website is, or shall be deemed to constitute, financial, investment or other advice or a recommendation or endorsement by us in respect of any product or service referred to on this Website. Information on this Website is provided for general information purposes only, should not be relied upon by you and is provided so that you can select the product or service that you feel is most appropriate to meet your needs. You should always check the suitability, adequacy and appropriateness of the product or service that is of interest to you and it is your sole decision whether to obtain or refrain from obtaining any product or service. If you are in any doubt as to the suitability, adequacy or appropriateness of any product or service referred to on this Website, we suggest that you seek independent professional advice before you obtain any product or service via this Website.

We request you to be aware that nothing on this Website is, or shall be deemed to constitute, an offer by us or any third party to sell to you any product or service or to enter into any contract with you in respect of any product or service.

By submitting your details, you are making an offer to obtain the relevant product or service from the relevant third party on its terms and conditions that may be accepted or rejected. The contract for the product or service will only be concluded once your offer has been accepted.

3. Permitted use

You are only permitted to access and use this Website for your personal, non-commercial purposes, meaning this Website may only be accessed and used directly by a private individual or by a business to seek a product or service directly for that individual or business and on their own behalf. Access to and use of this Website other than for your personal, non-commercial purposes is strictly prohibited.

You are not permitted to use this Website:

• In any unlawful, fraudulent or commercial manner.
• To harm, threaten, abuse, embarrass, defame, libel, intimidate or harass another person, or in a way that invades another person's privacy or is obscene, offensive, hateful, indecent, inappropriate, objectionable, unacceptable, discriminatory or damaging as determined by us.
• To create, check, confirm, update, modify or amend your own or another person's databases, records or directories.
• To tamper with, modify, reverse engineer or amend any part of this Website.
• In a way that interferes with, disrupts or imposes an unreasonable or disproportionately large burden on our communications and technical systems as determined by us.
• Using any automated software, process, program, robot, web crawler, spider, data mining, trawling or other 'screen scraping' software, process, program or system.

You may operate a link to this Website provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it, as determined by us. You must not operate a link to this Website in such a way as to suggest or imply any form of association, approval or endorsement by us. We reserve the right to require you to immediately remove any link to this Website at any time and we may withdraw any linking permission at any time.

4. Intellectual property rights

The copyright in the information, content, material or data displayed on this Website belongs to us or our licensors. You may temporarily print, copy, download or store extracts of information, content, material or data displayed on this Website for your own personal use, subject to the following conditions:

• It may not be used for any commercial purposes and may not be commercially exploited, published, distributed, extracted, re-utilized or reproduced without our prior written consent.
• You may not use any automated software, process, program or system, robot, web crawler, spider, data mining, trawling or other 'screen scraping' software, process, program or system.
• It may not be sold or transferred to any third party.
• The copy must retain any copyright or other intellectual property notices contained in the original material.
• Images displayed on this Website are protected by copyright and may not be reproduced or appropriated in any manner without the prior written consent of their respective owner(s).
• No logos, trade marks or service marks displayed on this Website may be printed or downloaded, except as part of the text of which they form part.
• You must not modify the paper or digital copies of such information, content, material or data.
• It may not be excerpted, utilized, used, reproduced, published, reformatted and/or displayed on any other website without our prior written consent.
• The status of us and our licensors as the authors of such information, content, material or data must be acknowledged.

All intellectual property rights including, without limitation, all copyright, design rights, patents, inventions, logos, business names, trading names, service marks and trade marks, internet domain names, moral rights, rights in databases, data, source codes, software, specifications, know how, processes and business methods (in all cases whether registered or unregistered and including all rights to apply for registration) in and relating to this Website (including information, content, material or data displayed on it) belong to us or our licensors and all such rights are reserved.

Except as set out elsewhere in these Terms of Use, none of the intellectual property rights belonging to us or our licensors in and relating to this Website (including information, content, material or data displayed on it) may be used, copied, modified, published, extracted, utilised, transmitted, displayed, sold, excerpted, reverse engineered, made available, reproduced, reformatted or distributed by you without our prior written consent.

All rights in TrueEquityRelease.co.uk are owned by Click Search Media Ltd or TrueEquityRelease.co.uk.

You shall retain ownership of any views, opinions, reviews, ratings, comments, content or material you submit, display, distribute, upload, post, share, publish or otherwise make publicly available on or through this Website (User Content). You grant us a perpetual, irrevocable, transferable, worldwide, royalty free and unlimited license to use, modify, keep, share, sell, save, copy, distribute, publish, display, excerpt, reproduce, utilise, extract, make available and transmit such User Content in any manner and for any purpose.

Sections 5, 6 and 7 are important and you should read them carefully as they exclude or limit our liability to you and detail your responsibilities.

5. Limits to our liability

Nothing in these Terms of Use excludes or limits our liability for death or personal injury caused by our negligence or for our fraud or fraudulent misrepresentation.

Whilst we use reasonable endeavors to ensure that information on this Website is accurate and up to date and to correct errors as soon as we are able to after becoming aware of them, we do not check, monitor, review, verify or endorse, and we are not responsible or liable for any loss or damage you may suffer or incur in connection with, any information, content, material or data collected from or provided by third parties which is displayed on or is otherwise available from this Website or any third party websites. Such information, content, material or data may be inaccurate, incomplete or out of date. It is your responsibility to check that such information, content, material or data is accurate, complete, correct and up to date.

Any views, opinions, advice, reviews, ratings or comments on this Website or any third party websites which are made by third parties (including User Content if any) do not represent our views, opinions or advice, should not be relied upon by you and are not checked, monitored, reviewed, verified or endorsed by us. We are not responsible or liable for any loss or damage you may suffer or incur in connection with such views, opinions, advice, reviews, ratings or comments including in relation to their accuracy, truthfulness or completeness.

We do not give any warranty or guarantee that this Website, any third party website or any information, content, material or data on this Website or any third party website is free from viruses, spyware, malicious software, trojans, worms, logic bombs or anything else which may have a contaminating, harmful or destructive effect on any technology. You must ensure that you use appropriate virus checking software. We are not responsible or liable for any loss or damage you may suffer or incur in this regard where caused by any third party.

TrueEquityRelease.co.uk or Click Search Media Ltd is not responsible or liable for:

• 1. Any loss or damage you may suffer or incur in connection with your use of this Website which is caused by any event beyond our reasonable control including the electronic transmission of information, content, material and data over the internet and the interception or decryption of it by others.
• 2. Any indirect loss or damage you may suffer or incur in connection with your use of this Website (including any loss of savings you expect to make, loss of business or business opportunity, or loss of profit or revenue) or for any loss or damage you may suffer or incur in connection with your use of this website which was not foreseeable by us when you used this website.
• 3. Any loss or damage you may suffer or incur in connection with any inability to access and use this Website for any reason.

6. Exclusion of our liability in respect of third party advice, assistance, websites and products or services

You can apply for a number of products and services via this Website. These products and services are not provided by us but are instead provided by third parties over whom we do not have control. It is your responsibility to satisfy yourself that you wish to obtain any product or service before doing so. We are not responsible or liable for any loss or damage you may suffer or incur in connection with any product or service you obtain after using this Website or for any acts, omissions, errors or defaults of any third party in connection with that product or service. Please be aware that the information and descriptions of products and services on this Website may not represent the complete descriptions of all the features and terms and conditions of those products and services. You must ensure that you carefully read all the features and terms and conditions of any product or service before applying for it.

If you apply for and obtain any product or service, you will be contracting with a third party who will be providing that product or service to you on their own terms and conditions. It is your responsibility to ensure that you understand and agree with those terms and conditions before entering into a contract to obtain that product or service. We are not responsible or liable for any loss or damage you may suffer or incur in connection with the terms and conditions applying to any contract entered into by you with any third party in relation to any product or service or for any acts, omissions, errors or defaults of any third party in connection with those terms and conditions.

We provide links from this Website and from emails sent to you as part of our service to the websites of third parties. These websites are owned and operated by third parties over whom we do not have control. You access and use these third party websites at your sole risk and your sole discretion. You are solely responsible for any use of these third party websites and for any decision to obtain or refrain from obtaining any of the products or services available on such third party websites. Any links to third party websites are provided for your interest and convenience only. We do not endorse, recommend or accept responsibility for such third parties, their products or services, their websites or for any information, opinions or views given or advice provided by such third parties (whether on their websites or otherwise). We are not responsible or liable for any loss or damage you may suffer or incur in connection with your use of any third party websites or for any acts, omissions, errors or defaults of any third party in connection with their website.

Your use of any third party website will be governed by the terms and conditions of use and privacy policy applicable to that website. Such terms and conditions of use and privacy policy will be different from these Terms of Use and our Privacy Policy. It is your responsibility to ensure that you understand and agree with the terms and conditions of use and privacy policy of any third party website before using that website. We are not responsible or liable for any loss or damage you may suffer or incur in connection with the terms and conditions of use or the privacy policy applying to any third party website or for any acts, omissions, errors or defaults of any third party in connection with those terms and conditions of use and/or privacy policy.

Any views, opinions, advice or assistance which is given or provided to you by a third party after you have used this Website do not represent our views, opinions, advice or assistance and are not checked, monitored, reviewed, verified or endorsed by us. We do not endorse, recommend or take responsibility for any third party who provides you with any views, opinions advice or assistance. You act or refrain from acting on any third party's views, opinions, advice or assistance at your sole risk and sole discretion and you are solely responsible for any decision to act or refrain from acting on such views, opinions, advice or assistance. We are not responsible or liable for any loss or damage you may suffer or incur in connection with such views, opinions, advice or assistance including in relation to their accuracy, truthfulness or completeness or for any acts, omissions, errors or defaults of any third party in connection with such views, opinions, advice or assistance.

Please be aware that whilst this website provides information on a wide range of products or services, there may be other products or services available on the market which are not shown on this website and which may be more appropriate or suitable for you than those shown on this website.

7. Your responsibilities

You must take all reasonable precautions (including using appropriate virus checking software) to ensure that any information, content, material or data you provide (including User Content) is free from viruses, spyware, malicious software, trojans, worms, logic bombs and anything else which may have a contaminating, harmful or destructive effect on any part of this website or the websites of third parties or any other technology.

You may complete a registration process as part of your use of this website which may include the creation of a username, password and/or other identification information. Any username, password and/or other identification information must be kept confidential by you and must not be disclosed to, or shared with, anyone. Where you do disclose to or share with anyone your username, password and/or other identification information, you are solely responsible for all activities undertaken on this website using your username, password and/or other identification information.

You must check and ensure that all information, content, material or data you provide on this website is correct, complete, accurate and not misleading and that you disclose all relevant facts. We do not accept any responsibility or liability for any loss or damage you may suffer or incur if any information, content, material or data you provide on this Website is not correct, complete and accurate or if it is misleading or if you fail to disclose all relevant facts.

Before you obtain any product or service from a third party, you must check all of the information, content, material or data held by the third party about you to ensure it is correct, complete, accurate and not misleading and that you have disclosed all relevant facts. It is your responsibility to identify and correct any mistakes or errors in the information, content, material or data held by the third party about you before you obtain any product or service. Failure to do so could invalidate the product or service provided by the third party. We do not accept any responsibility or liability for any loss or damage you may suffer or incur if any information, content, material or data held by the third party about you is not correct, complete and accurate or if it is misleading or if you have failed to disclose all relevant facts.

You agree that you will be liable to us for any damage, loss, claim, demand, liability or expense (including reasonable legal fees) that we may suffer or incur arising out of or in connection with your conduct on this website.

8. Complaints Procedure

Our aim is to provide you with an excellent service. If you are unhappy with our service for any reason, please contact our Customer Services Team by writing to us at: customercare@trueequityrelease.co.uk

What we would need to locate your details in our database?

• Your full name.
• Your address with post code.
• We may require further details; a phone number could be really useful.
• Please mention your preferred time to be contacted by us in case required.

We normally request you to give us 3 working days, but we aim to respond much quickly.

First we try to locate your details in our database to ensure that you really used our website. Once we locate your details (in case you have used our service), we identify the broker who was in touch with you regarding your query in the past. After we have had an opportunity to investigate your concerns, we will issue you with a final response.

We aim to resolve all complaints satisfactorily within 4 weeks of receipt, and we will provide you with a full written response within 4 weeks of receipt of your complaint; although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

Our intended maximum response period for our final written response is 8 weeks from receipt of your original complaint. However, if we have been unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time.

Depending on the nature of your complain and if you remain dissatisfied with our response, you may have the right to refer your case to the Financial Ombudsman Service at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR; telephone: 0300 123 9123 or 0800 023 4567; email: complaint.info@financial-ombudsman.org.uk; website: www.financial-ombudsman.org.uk. We will inform you if this right of referral applies to you.

If you are unhappy with any product you have obtained from a third party or have any complain regarding any third party, you should address your complain directly to that third party. If you require their contact details, please contact our Customer Services Team (customercare@trueequityrelease.co.uk) who will be happy to assist.

9. Privacy

Click Search Media Ltd or TrueEquityRelease.co.uk is registered with the UK Data Protection Registrar and endeavours to follow all the guidelines and rules set out in the Data Protection Act 1998.

We are committed to protecting your privacy and we treat your privacy very seriously. We process information about you in line with our Privacy Policy. By using this website, you agree to the way in which we process and deal with your personal information.

We may disclose your personal information or access your account if required to do so by law, any court, the Financial Conduct Authority, the Office of Fair Trading or any other applicable regulatory, compliance, Governmental or law enforcement agency.

10. Jurisdiction for use:

This site is intended for use only by those who can access it from within the UK.

11. What we use personal data for:

We collect personal data to enable us to identify you and to deliver personalised offers and promotions based upon your demographics and product purchase profile, and for the purposes of statistical analysis.

The information is used for system administration purposes and to form personalised profiles and demographics that we may use to improve the content of our communications to you. In order to collect customer use profiles, we may use cookies to store and track information about your use of TrueEquityRelease.co.uk. We will use this personalised information to keep you informed of areas in which you may have an interest. If you would prefer not to receive communications from us, please tell us by email to customercare@trueequityrelease.co.uk

12. Access to personal data

Under the Data Protection Act 1998 you have the right to make a request for a copy of the personal information we hold about you. For more Information please go to our Privacy Policy.

13. Governing law

These Terms of Use and your access to and use of this website shall be governed by and interpreted in accordance with English law.

Each of you and us submits to the exclusive jurisdiction of the courts of England and Wales in connection with these Terms of Use and your access to and use of this website (including any claims or disputes).

14. Termination of Agreement

Should any of the terms and conditions stated be breached, Click Search Media Ltd or TrueEquityRelease.co.uk has the right to terminate the agreement and immediately remove, cancel or suspend access to and use of the website. All disclaimers, indemnities and exclusions stated within these terms and conditions shall survive termination of the agreement between us for any reason.

Click Search Media Ltd or TrueEquityRelease.co.uk is not liable for failure to undertake any obligation under this agreement if failure results from events out of its control, including without limitation Internet/telecoms outages, fire, flood, war.

We take data protection and your privacy very seriously at Click Search Media Limited. Here's how we handle your information

Last updated: 23rd May 2018

This privacy notice aims to give you information on how Click Search Media Limitedcollects and processes your personal data through your use of this website, including any data you may provide when you submit our online contact form.

It is important that you read this privacy notice so that you are fully aware of how and why we are using your data.

1. Who We Are

Data Controller:

Click Search Media Limitedtrading as TrueEquityRelease.co.uk is registered in England and Wales with company number 07849566is the data controller and responsible for your personal data (collectively referred to as “Click Search Media Limited”, “https://www.clicksearchmedia.co.uk”, “we”, “us” or “our” in this privacy notice).

We are a registered data controller with the Information Commissioner’s Office, registration number ZA036317.

Contact Details:

Name: Click Search Media Limited

Email address: customercare@clicksearchmedia.co.uk

Postal address: 4 Imperial Place, Maxwell Road, Borehamwood, Hertfordshire, WD6 1JN

2. The Data We Collect About You

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

• Identity Data includes first name and last name.
• Contact Data includes address, email address and telephone number(s).
• Technical Data includes internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
• Product Data includes form responses (the data entered and selected within our online contact form).
• Usage Data includes information about how you use our website.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

3. How We Collect Your Personal Data

We use different methods to collect data from and about you including through:

• Direct interactions. You may give us your Identity, Contact and Marketing and Communications Data by filling in forms or by corresponding with us by post, phone, email or otherwise.
• Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, pixels, server logs and other similar technologies. Please see our cookie policy for further details.
• Technical Data from analytics providers such as Google

4. How We Use Your Personal Data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

• Where we need to effectively perform the service you require
• Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

Our lawful basis for processing your general personal data:

Legitimate interests: The processing necessary for the purposes of the legitimate interests of the data controller or a third party, except where such interests are overridden by the interests or fundamental rights or freedoms of the data subject

Data used for the purpose of providing the introduction to an FCA authorised broker in order to provide the service requested by the data subject

5. Sharing of Your Personal Data

We may have to share your personal data with the parties set out below for the purposes set out in our lawful basis for the processing of your general person data:

• FCA authorised Financial Technology (FinTech) companies acting as data processors, joint data controllers or independent data controllers who provide the introduction to FCA authorised brokers by means of IT and system services which may be based on the data you have provided.
• FCA authorised brokers acting as data processors, joint data controllers or independent data controllers in order to provide the services required.

6. Your Legal Rights and Your Personal Data

Under certain circumstances, you have rights under data protection laws in relation to your personal data. You have the right to:

• Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
• Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
• Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law.
• Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.
• Request restriction of processing your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
• Request transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

If you wish to exercise any of the rights set out above, please contact customercare@trueequityrelease.co.uk for further details.

7. Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

8. Data Retention

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

9. Data Transfers to Third Countries

The data we collect from you may, on occasion, be stored and/or processed at a destination outside the European Economic Area (EEA). It may also be processed by organisations operating outside the EEA who work for us or for one of our suppliers. These organisations may be engaged in the fulfilment of your request, order or reservation, and the provision of support services.

Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe.

Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US.

We will take steps reasonably necessary to ensure there is an adequate level of protection of your data and that your data is treated securely and in accordance with our Privacy Policy.

10. Cookies

We use cookies to distinguish you from other users of our Sites and Services. This helps us to provide you with a good experience when you use our Sites and Services and also allows us to improve them. You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

We use the pieces of information that cookies record to help us improve services for you by, for example:

• enabling a service to recognise your device so you don't have to give the same information several times during one task
• recognising that you may already have given a username and password so you don't need to do it for every web page requested
• measuring how many people are using services, so they can be made easier to use and there's enough capacity to ensure they are fast
• analysing anonymised data to help us understand how people interact with govt services so we can make them better

How to control and delete cookies:

We will not use cookies to collect personally identifiable information about you.

However, if you wish to restrict or block the cookies which are set by our websites, or indeed any other website, you can do this through your browser settings. The 'Help' function within your browser should tell you how.

Alternatively, you may wish to visit the AboutCookies.org website which contains comprehensive information on how to do this on a wide variety of browsers. You will also find details on how to delete cookies from your machine as well as more general information about cookies.

Please be aware that restricting cookies may impact on the functionality of our website.

If you wish to view your cookie code, just click on a cookie to open it. You'll see a short string of text and numbers. The numbers are your identification card, which can only be seen by the server that gave you the cookie.

For information on how to do this on the browser of your mobile phone, please refer to your handset's user manual.

Cookies We Use and Why:

Strictly Necessary Cookies

These cookies let you move around the website and use essential features like secure areas. These cookies don't gather any information about you that could be used for marketing or remembering where you've been on the internet.

We use these Strictly Necessary cookies to:

• Remember things like information you've entered on forms
• Make sure you connect to the right service on our website when we make any changes to the way the website works.

Cookies we have defined as 'Strictly Necessary' cookies will not be used to:

• Gather information that could be used to advertise products or services to you.
• Remember your preferences or username beyond your current visit.

Accepting these cookies is a condition of using the website, so if you prevent these cookies we can't guarantee our website will perform as expected during your visit.

Performance Cookies

These cookies help identify information about how you use our website e.g. which pages you visit, and if you experience any errors. These cookies don't collect any information that could identify you – all the information collected is anonymous and is only used to help us improve how our website works, understand what interests our users, and measure how effective our advertising is.

We use performance cookies to:

• Provide statistics on how our website is used.
• See how effective our adverts are (we don't use these cookies to target adverts to you when you visit other websites).
• Help us improve the website by measuring any errors that occur.
• Test different designs of our website.

Using our site indicates that you accept the use of 'Performance' cookies. Accepting these cookies is a condition of using the website, so if you prevent them we cannot guarantee how our site will perform for you.

Functionality cookies

Functionality cookies are used to provide services or to remember settings to improve your visit. We use Functionality cookies to:

• Remember settings you've applied such as layout, text size, preferences and colours.
• Remember if we've already asked you if you want to fill in a survey or review.
• Show you when you're logged in to the website.

Cookies defined as 'Functionality' will not be used to target you with adverts on other websites.

Preventing these cookies may mean we can't offer you some services and will reduce the support we can offer you. It's also possible that preventing these cookies will stop us remembering that you didn't want a specific service

For example, social media sharing cookies apply when you share our content on a social network such as Facebook or Twitter.

Targeting/marketing cookies

We have relationships with carefully selected and trusted marketing suppliers. Sometimes you might see our adverts on other websites. This is because a cookie has been used to deliver the ad to you. It is important to understand that these cookies are completely anonymous - they are only stored on your computer. No information is ever shared with other websites and you have the ability to opt out of targeted marketing directly from these trusted suppliers.

Preventing these cookies may stop us from offering you some services. All of these cookies are managed by third parties.

11. How to Make A Complaint

To exercise all relevant rights, queries or complaints, please contact us at customercare@trueequityrelease.co.uk to discuss your concerns.

Following this, if you are still dissatisfied, you are able to contact the Information Commissioner’s Office directly at https://ico.org.uk/

Registering a complaint with us: What happens next?

Our aim is to provide you with an excellent service. If you are unhappy with our service for any reason, please contact our Customer Services Team by writing to us at:customercare@trueequityrelease.co.uk.

You may also wish to use our ‘contact us’ form to submit your complaint.

What we would need to locate your details in our database?

• Your full name.
• Your address with post code.
• We may require further details; a phone number could be really useful.
• Please mention your preferred time to be contacted by us in case required.

We normally request you to give us 3 working days, but we aim to respond much quickly.

First we try to locate your details in our database to ensure that you really used our website. Once we locate your details (in case you have used our service), we identify the broker who was in touch with you regarding your query in the past. After we have had an opportunity to investigate your concerns, we will issue you with a final response.

We aim to resolve all complaints satisfactorily within 4 weeks of receipt, and we will provide you with a full written response within 4 weeks of receipt of your complaint; although where more detailed investigation is required the process may take longer. You will be kept informed of the time scale that will be required for us to investigate your complaint.

Our intended maximum response period for our final written response is 8 weeks from receipt of your original complaint. However, if we have been unable to complete our investigation within 8 weeks of receipt we will provide you with a further update at that time.

Depending on the nature of your complain and if you remain dissatisfied with our response, you may have the right to refer your case to the Financial Ombudsman Service at The Financial Ombudsman Service, Exchange Tower, London, E14 9SR; telephone: 0300 123 9123 or 0800 023 4567; email: complaint.info@financial-ombudsman.org.uk; website: www.financial-ombudsman.org.uk. We will inform you if this right of referral applies to you.

If you are unhappy with any product you have obtained from a third party or have any complain regarding any third party, you should address your complain directly to that third party. If you require their contact details, please contact our Customer Services Team (customercare@trueequityrelease.co.uk) who will be happy to assist.

Why do I need to fill up all the required details?

• Once you fill up the details, our partner brokers will have an opportunity to understand your circumstances.
• Knowing your back ground will help the broker evaluate your situation prior to calling you.
• It helps the Equity Release broker to find you a suitable offer with options you may want to choose from.

Making an enquiry about Equity Release with us: What happens next?

• Once you fill up the product enquiry form with all the required details, you get an instant notification email confirming your query submission on our webpage. The email is sent to your provided email Id. The email account we use to send you notification email should reflect our trading style domain or the main company identity.
• Your details gets passed on to a single authorised broker who will get in touch with you either via phone call or via email or via text message to help you with your query. We do NOT pass your details to multiple brokers until you request us to do so exclusively.
• We work with a handful of selective brokers who work with multiple brands/providers to provide you with the best suitable solution under your circumstances.
• If you are happy with the solution our broker may provide, you may wish to go ahead with that. Please note, we take no responsibility for any contract you may wish to have with a broker once you choose to go ahead with the product/solution the broker offers.
• Please ensure that you go through the terms and conditions of the Equity Release arrangement carefully. The contract should reflect the Equity Release provider’s details, Equity Release broker’s credentials, Equity Release repayment details, brokers commission (if any) and other aspects of the arrangement. Please beware that www.trueequityrelease.co.uk or Pioneer web limited (PWL) takes no responsibility for the arrangement you may wish to have with the broker or the Equity Release provider. The contract you may wish to go ahead with should not reflect www.trueequityrelease.co.uk or PWL’s credentials anywhere.
• www.trueequityrelease.co.uk or PWL acts as an introducer ONLY and receives a small fee from the broker for introduction of a customer. We absolutely don’t charge for using our site. It’s free to use. For more information on using our website, please visit trueequityrelease.co.uk/terms-and-conditions
• We thoroughly check the back ground of our brokers. In case you want to verify whether or not, you have used our website and to whom we have passed on your details, you may wish to drop an enquiry using our ‘contact us’ form. We normally request you to give us 7 working days, but we tend to respond back as soon as possible.