Create Finance T&C’s
We strongly believe in protecting visitors to our website and any of the information that may be provided to us. We take your privacy and data seriously, please read carefully below to be clear on what our policy is. If you have any questions at all or would like to know more please do not hesitate to contact us.
Our Commitment To You
At Create Finance Ltd each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. For any minor issues we will do our best to resolve these immediately. If there is anything you are not happy with you should speak to your advisor in the first instance who should be able to rectify the problem.
If for any reason you are still unhappy and you wish to register a formal complaint, you can do so in one of the following three ways:
By Writing: Complaints Officer, Finance Advice Group Ltd, Chatsworth House, Prime Business Centre, Raynesway, Derby, DE21 7SR.
By Email: complaints@
By Phone: Call 01332 821 340
Once Finance Advice Group Ltd are in receipt of your complaint they will deal with it promptly, effectively and in a positive manner.
Finance Advice Group Ltd Complaints Procedure
1) They will acknowledge your complaint within 5 working days of receipt of your complaint.
2) They will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If they are unable to provide you with a final response within this time they will send you an update.
3) They will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If they are unable to provide you with a final response within this time frame, they will write to you explaining why and advise you when you can expect a final response.
4) If more than 8 weeks from the date of your complaint has past and you haven’t received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can refer your complaint to the Financial Ombudsman Service.
You must refer your complaint to the Financial Ombudsman within 6 months of the date of our final response letter.
What Are Cookies?
For more general information on cookies see the Wikipedia article on HTTP Cookies.
If you do not wish to accept cookies on to your machine you can disable them by adjusting the settings on your browser. However this will effect the functionality of the websites you visit. Details on how to remove or disable cookies for various browsers can be found here.
The Cookies We Set
When you submit data to through a form such as those found on contact pages or comment forms cookies may be set to remember your user details for future correspondence.
In order to provide you with a great experience on this site we provide the functionality to set your preferences for how this site runs when you use it. In order to remember your preferences we need to set cookies so that this information can be called whenever you interact with a page is affected by your preferences.
Third Party Cookies
This site uses Google Analytics which is one of the most widespread and trusted analytics solution on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.
For more information on Google Analytics cookies, see the official Google Analytics page.
From time to time we test new features and make subtle changes to the way that the site is delivered. When we are still testing new features these cookies may be used to ensure that you receive a consistent experience whilst on the site whilst ensuring we understand which optimisations our users appreciate the most.
We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways. For these to work the following social media sites including; Facebook, Twitter, LinkedIn, Google, will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.
Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren’t sure whether you need or not it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. However if you are still looking for more information, you can contact us through one of our preferred contact methods.
What personal information might be collected?
We may ask you for personal information such as that relating to your deposit; income; credit history; and dates of birth for example. We will of course also collect your contact details. Details to do with any visits to our website by you along with any resources you have used may also be collected.
The guidance and/or advice contained within this website is subject to the UK regulatory regime, and is therefore targeted at consumers based in the UK.
You will know what details we are obtaining as you will be able to see whatever it is that we are requesting. If you contact us either through our website or outside of the website, a full record of that correspondence may be kept. We promise to always use any information given to us by you solely in a manner related in some way to the initial purpose for which it was given.
It is entirely your choice whether you want to provide us with any personal information. If you don’t choose to that is fine, however, we may not be able to assist you if our assistance is what you desire. When personal details are entered onto our website, they will be being entered within a secure online environment.
Under the requirements of the Data Protection Act 1998 you can, for a fee (max. £10). ask us for a copy of any information held on you and to have any inaccurate information removed or changed. To do this, please contact us either on the phone or via email.
Where is your data stored?
Your data will never be stored in any location outside of the European Economics Area (EEA). Unfortunately, although highly unlikely, we could never guarantee that information sent to us via the Internet is 100% completely secure. Although we will always do our utmost to protect your personal information, it is not guaranteed. Any personal information is sent to us at your own risk. Once data is received we use strict procedures and take advantage of specific security features to attempt to avoid unauthorised access.
How your information is used
The information provided to us may be shared internally with employees of Create Finance, in order to deal with your request in the most effective manner possible, and as outlined above, and one of our advisors will offer the best advice and recommendation.
We will not pass or sell your details on to third party companies purely for marketing purposes. Where we pass on your details to a third party company we will only do this if it makes explicit sense pertaining to your enquiry and those companies will only use your details to help you in the manner required, for example for referral to a secured loan company should a main mortgage not be suitable to your requirements.
We like to maintain a strong and ongoing relationship with all of our visitors. By submitting an enquiry you also confirm you are happy for us to keep you up to date with new products, services, and for instance if you have been unsuccessful in obtaining a mortgage, we will provide you with critical market updates to keep you informed and help you obtain the finance you need ASAP. If you wish to stop this service then please email email@example.com with the subject title ‘STOP EMAILS’, from the email address you wish to be removed from record.
Will will never share your personal personal details with anyone it is unnecessary to do so with, whether inside or outside the company, unless we have your explicit consent to do so or are obliged to by law.