Privacy Policy, Cookies & Complaints Policy

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Privacy Policy

This policy explains how Cooper Rose and HL Partnership Limited collect, use and protect your personal information, and the rights you have. It follows UK data protection law: the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Making sure your personal data is secure and properly dealt with is of paramount importance in our dealings with you. It is important you understand what information we will take, why we need it and how we will use it.

Who will process my data?

Cooper Rose Mortgages Limited trading as Cooper Rose is an appointed representative of HL Partnership Limited, which is authorised and regulated by the Financial Conduct Authority. Both Cooper Rose and HL Partnership Limited will process your data in order to provide our services.

Contact details for both are under Who is the Data Controller? below.

What data will you ask me for?

To understand your financial needs and give you good advice, we need information about you, your family, your personal circumstances and your preferences. Some of it will be private and may be sensitive, such as details of your income and expenditure, health, debts and credit commitments, legal proceedings and adverse credit.

Much of the information you give us will need to be passed on to the companies whose products you apply for. If you give us information about someone else, such as a joint applicant or a dependant, please make sure they know you are sharing it with us.

We may also receive information about you from the lenders and insurers we deal with for you, and from HL Partnership Limited. If you use our website, Our website below explains what it collects.

Do I have to provide my personal data?

For us to give you suitable advice, we need you to provide all the information we ask for as openly and honestly as possible. If you prefer not to share some information, please tell us and we will assess whether this will alter or impede the work we are doing for you.

How will you use my data, and on what legal basis?

The main reason we use your data is to do the job you have asked us to do.

The law calls this processing that is necessary for a contract with you, or for steps you ask us to take before entering into one. We use your data to:

  • assess and provide advice to meet your needs and circumstances;
  • introduce you to a range of product and service providers to meet your requirements;
  • administer cases and help process applications;
  • tell you about any changes to products and services we have arranged for you.

We also use your data to meet our legal and regulatory duties. These include:

  • complying with the rules of the Financial Conduct Authority and other regulators;
  • preventing financial crimes such as money laundering and fraud, including passing your details to the police, the National Crime Agency and other relevant bodies where required.

We may also use your data where we have a legitimate interest in doing so and it does not override your rights. Typically, this is limited to:

  • analysing our business for trends and researching how we can improve our services to customers;
  • reviewing the work we have carried out for you to make sure we have met the regulations and quality standards;
  • making sure we are able to exercise or defend legal claims in the future;
  • HL Partnership Limited monitoring and assessing our work, to make sure we have provided a high standard of service and met our legal and regulatory commitments;
  • telling you about products and services we think may be suitable for you, unless you ask us not to (we will ask for your consent first where the law requires it);
  • understanding which of our marketing works (see Our website below).

Information about your health, and any information about criminal convictions, has extra protection in law. We only use it where it is needed to arrange the mortgage or insurance you have asked for, as the law allows for insurance purposes, or with your explicit consent.

Who will you share my data with?

  • HL Partnership Limited, which oversees our work;
  • the lenders, insurers and other product providers whose products you apply for;
  • other people involved in your mortgage or insurance, such as your solicitor, where you ask us to;
  • the Financial Conduct Authority, the Financial Ombudsman Service, the police, the National Crime Agency and other bodies, where the law requires it;
  • companies that provide services to us, such as our email and IT systems, and Business Done, Cloudflare and Google for our website. They may only use your information on our instructions.

Some of these service providers, such as Google, may process information outside the UK, including in the United States. Where they do, it is protected by safeguards approved under UK data protection law.

Our website

Our website is built and looked after for us by Business Done (Michan Limited), which acts on our instructions. It is hosted by Cloudflare.

When you visit, Cloudflare processes technical information such as your IP address so it can deliver the pages and protect the site from attacks. Google Analytics only runs if you accept analytics cookies (see our Cookies Policy below).

If you use our booking form

We receive the details you type in: your name, email address, phone number, when you are available and anything else you tell us. The form also tells us which page of our website you were on before the booking page and, if you followed a link from one of our emails or other marketing, which one.

The website works this out from the link you followed. It doesn’t use cookies to do it.

We use your details to contact you and arrange the meeting you asked for, as a step before entering into an agreement with you. We use the information about how you found us because we have a legitimate interest in knowing which of our marketing works.

Business Done passes the form to us by email, using Cloudflare and Google to send it. It also keeps a short record of each enquiry, without your name or contact details, so it can tell us how our website is doing.

That record is deleted after 26 months.

How long will you store my data?

We will only keep your personal information as long as necessary. How long that is depends on the type of data and the nature of the work we have carried out.

In most cases, your personal data will be stored for an indefinite period, as we need to keep evidence that we have fulfilled our legal and regulatory requirements. Our website records are kept for less time: Business Done’s enquiry record for 26 months, and Google Analytics information for 14 months.

What are my rights?

You have the right to:

  • see a copy of your personal data. Please write to our Data Controller (details below) and we will provide a copy within one calendar month of receiving your request. We may need to verify your identity first.
  • have your data corrected or completed. We need to keep records of information as it was at the time of the advice or the transaction.
  • ask us to erase your data. If we have given you advice or arranged a transaction for you, we will not normally be able to, because we must keep records of our advice and transactions to meet our regulatory requirements and in case of legal claims.
  • ask us to restrict how we use your data, for example while we check it is correct.
  • object to us using your data for our legitimate interests, and ask us to stop sending you marketing at any time.
  • ask for a copy of the data you gave us in a format you can pass to someone else, where we use it to carry out a contract with you or with your consent.
  • withdraw your consent at any time where we rely on it, for example for analytics cookies.

To use any of these rights, please contact our Data Controller. We don’t make decisions about you using only automated means, but the lenders and insurers we introduce you to may use automated checks such as credit scoring, which their own privacy notices explain.

Who is the Data Controller?

Louise Havelock

HL Partnership Limited

  • 6 Merus Court, Meridian Business Park, Leicester, England LE19 1RJ
  • Telephone: 03300 552651
  • Email: [email protected]
  • Data Controller Registration: Z8588911

How can I get more information or make a complaint about my data?

If you would like more details on how we use your personal information, or have any data protection questions, please write to: The Data Protection Officer, HL Partnership Limited, 6 Merus Court, Meridian Business Park, Leicester, England LE19 1RJ.

Telephone: 03300 552651
Email: [email protected]

If you would like to make a complaint about how we have handled your personal data, please write in the first instance to the Data Protection Officer at the above address.

If you are not satisfied with the Data Protection Officer’s response, you can make a complaint to the Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Telephone: 0303 123 1113 (local rate) or 01625 545 745 (national rate), or online at ico.org.uk/make-a-complaint.

Protecting your own data

Please be aware of cybercrime and protect your own information online, particularly financial information. Do not send personal information over the internet unless it is secure: use encryption software or the online tools we provide.

Do not respond to emails asking you to pay money, and never make a payment purely in response to an email. Always call the company to check any payment request, using a phone number you have found yourself (for example on a secure website) rather than one in the email.

If you receive a phone call asking for payment, make sure you are satisfied the call is genuine, or call the company back to check. Neither Cooper Rose nor HL Partnership will take responsibility if you transfer money to a fraudster in error.

Cookies Policy

Cookies are small files a website saves on your phone or computer. We only use the ones listed here.

The cookie we always use

  • cc_cookie (set by this website, lasts 6 months): remembers whether you accepted or rejected analytics cookies, so we don’t ask on every page. It is needed for the website to respect your choice, so it doesn’t need your consent.

Cloudflare, which hosts our website, may sometimes set a security cookie (for example __cf_bm, which lasts 30 minutes) to tell people apart from automated traffic. This is strictly necessary to protect the site, so it doesn’t need your consent.

Analytics cookies (only if you accept them)

We use Google Analytics to see how many people visit our website, how they find it and which pages they use, so we can improve it. Google Analytics only runs, and only sets these cookies, if you click “Accept analytics cookies”.

  • _ga (set by Google Analytics, lasts 2 years): tells visits apart, so we can count visitors rather than page views.
  • _ga_9T2733EV5M (set by Google Analytics, lasts 2 years): keeps track of your current visit.

Google Analytics tells us which pages are visited, how people arrived (for example from a search engine, a social media post or another website), roughly which town or area visits come from and what type of device is used. It also tells us when someone taps our phone number or email address, or clicks through to our booking page.

It doesn’t tell us who you are. Google does not store your IP address, and we have switched off Google’s advertising features, so this information isn’t used to show you adverts.

Google keeps the detailed information for 14 months. Google provides Google Analytics to us as a service, and may process this information outside the UK with safeguards approved under UK data protection law.

Changing your mind

You can change your choice at any time with the Cookie settings link at the bottom of every page. If you reject analytics cookies after accepting them, we delete the Google Analytics cookies from your device.

You can also block or delete cookies in your browser settings.

Changes to our privacy and cookies policy

Any changes we make to this policy will be posted on this page and, where appropriate, notified to you by email. This policy was last updated on 28 October 2026.

Complaints Policy

Cooper Rose – Customer Complaints Procedure

Hopefully all your dealings with HL Partnership Limited and our Appointed Representatives will be positive experiences. However, sometimes things go wrong and if that happens, we operate a structured Complaints Procedure to ensure we get things back on track as quickly as possible.

This document is a summary of that procedure which is designed to ensure any complaints are dealt with in a professional manner, are handled fairly, effectively and promptly, and are resolved at the earliest possible opportunity.

Our commitment to you…
We will endeavour to resolve your complaint as quickly as possible and will work within the following timescales:

  • Three Business Days – Once we receive your complaint, if we are able to resolve the matter by close of business on the third working day following its receipt, we will simply do so and advise you in writing with our Summary Resolution Communication.
  • Five Business Days – If we are not able to resolve the matter as above, we will write to you within five business days acknowledging your complaint, confirming our understanding of the situation, and providing you with the name of the individual handling the complaint.
  • Four Weeks – If we haven’t been able to resolve the complaint sooner, after four weeks we will send you either our Final Response letter (please see below) or a progress report explaining why we are not yet in a position to resolve the complaint.
  • Eight Weeks – If we still haven’t been able to resolve the case before hand, at eight weeks we will send you either our Final Response letter (please see below) or an explanation why we are not yet in a position to resolve the complaint, giving the reason for the delay and indicating when we expect to be able to provide a final response.

PLEASE NOTE: A business day is a Monday to Friday between 9am and 5pm, excluding bank holidays. When a complaint is received on a non-business day, or on a business day outside business hours, we will treat the complaint as being received on the next business day.

We will ensure the person dealing with your complaint has the required skill, knowledge and authority to respond to your complaint. Our staff are fully trained and we operate a structured and robust complaints procedure to ensure all complaints are dealt with fairly.

We will ensure the letters we send are clear and explain things properly. When we resolve a complaint you will either receive:

Summary Resolution Communication – Where we have been able to resolve a complaint within three business days, we will issue a Summary Resolution Communication explaining that we believe the complaint to be resolved. This will include details of how to escalate the case if you remain dissatisfied.

Final Response Letter – Once we have completed an investigation, we will issue our Final Response Letter to you. This will detail the complaint, explain our investigation, and confirm our findings. The Final Response letter will either ‘Uphold’ your complaint or ‘Reject’ your complaint and explain why. If there is any settlement or redress awarded, an explanation of how this was calculated will also be included.
We will give you access to the Financial Ombudsman Service which is a free service set up by Parliament to sort out individual complaints that consumers and financial businesses are not able to resolve themselves.

If, once we have issued a Summary Resolution Communication or Final Response Letter (or after 8 weeks if we have yet to issue a Summary Resolution or Final Response letter), you remain dissatisfied with the outcome of our investigations, you may have the right to approach the Financial Ombudsman Service within 6 months of the date of the letter.

If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.

Details of how to get in touch with The Financial Ombudsman Service will be issued with our Summary Resolution and Final Response letters along with a leaflet explaining how the service works. If you require more information, the Financial Ombudsman Service can be contacted as follows:

Address:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123

Website: www.financial-ombudsman.org.uk

Your commitment to us…

In order to help resolve complaints as quickly and fairly as possible, we ask the following:

Tell us what happened – We need to understand the situation as clearly as possible so we may ask you to provide your side of the story or let us have documents and information which may help our investigation. These can be provided by post, email, verbally or through any other means that you prefer.

Help us find the right solution – It is in everyone’s interests to get complaints settled amicably so if there is a particular outcome you believe would be suitable, tell us and we will assess if this is possible. We may not be able to resolve the case the way you would like but we can try. And if we can’t, we will explain why it is not possible and offer an alternative solution.

Respond to us as soon as you can – Hopefully we won’t need to come back to you too often but we may need further information or clarity on certain points. If we do need more information, we simply ask you to come back to us as soon as you can so that we can get things resolved quicker. If you can’t come back straight away, that’s fine too – just let us know.

Treat us with respect – Whilst it can be frustrating if something’s gone wrong, our job is to find out what happened and where appropriate, put things right. Our staff will do everything we can to help so we ask you give them the time to do their work and treat them with respect.

How to Complain

If you wish to register a complaint, you can do so by contacting our Complaints Department using the following methods:

By post:

The Complaints Department
HL Partnership Limited
6 Merus Court, Meridian Business Park, Leicester, England LE19 1RJ

By email: [email protected]

By telephone: 03300 552 651