Privacy policy

This privacy policy was last updated on 17th March 2021.

This policy describes how we collect, use and look after the information you provide us when you enquire about and use our services.

The pages within this website are intended for use by UK residents only and refer to UK products.

Who we are

Equity Release Works is a limited company registered in England No. 12668795 with its Head Office at Booths Park 5, Chelford Road, Knutsford, Cheshire, WA16 8GS. Our Information Commissioner’s Office registration number is ZA888776.

In this privacy policy references to “we”, “us” and “our” are to Equity Release Works. References to “our website” or “the website” are to

Daniel Lewis is the Data Protection Officer for Equity Release Works.

What information we collect and how

The information we collect includes:

  1. Any personal details you knowingly provide us with through any means including forms and email, such as name, address, telephone number etc.
  2. Your marketing preferences.
  3. Your email activity.
  4. Your IP address, browser type and browsing activity whilst on our website. Your IP address is a string of numbers unique to your computer that is recorded by our web server when you request any page or component on the website.
  5. We also store information about you using cookies (files which are sent by us to your computer or other access device) which we can access when you visit our site in future. We do this to recognise you and your preferred settings, and it saves you from re-entering information on return visits to the site. If you want to delete any cookies that are already on your computer, please refer to the instructions for your file management software to locate the file or directory that stores cookies. Our cookies will have file names such as[1].txt and[2].txt. You can view our full cookie policy here.
    Information on deleting or controlling cookies is available at the About Cookies website.

We supplement the information we collect from you with publicly available information from 3rd parties to assist with providing services to you – for example this may include additional contact information or geodemographic information.

What we do with your information

Any personal information we collect about you will be used in accordance with the data protection laws. The details we collect will be used:

  1. To process your enquiry and application and to provide future services.
  2. To keep you up to date with the latest information about equity release. You can opt-out at any point.
  3. To carry out post-sale research.
  4. For the collection of  reviews and case studies about our customers.
  5. To tailor our services better to your needs.

If we receive your data from a third party the categories of data that we collect may include, but are not limited to:

  • Name
  • Address
  • Contact details
  • Date of birth (DOB)

How we use your data

How we use your dataLawful basis
To provide you with the services you have requestedThis is necessary for the performance of the contract to provide the services you have requested.
To manage our relationship with youThis is in our legitimate interest of keeping you informed of our available products and services and keeping our records up to date.
This is necessary to comply with the legal and regulatory requirements that apply to us.
To provide you with information about our products and servicesThis is in our legitimate interest of keeping you informed of our available products and services. You may opt-out at any time.
To provide you with an equity release plan recommendationThis is necessary for the performance of the contract to produce and provide your recommendation.
Health data will be processed only with your consent.
Criminal Convictions data will be processed in our legitimate interest for the prevention of financial crime.
We use cookies to monitor website usage to improve our online services for youThis is in our legitimate interests to improve our services.
To run our business in an efficient and proper way. This includes managing our financial position, business capability, planning communications, corporate governance and audit.This is in our legitimate interest to fulfil our legal and contractual duties efficiently.
This is necessary to comply with the legal and regulatory requirements that apply to us.


Disclosing your information

Here’s when we disclose information about you

  • To search the files of external data bureaus in order to verify your identity and contact information. These searches will not affect your credit record.
  • To 3rd parties for the purposes of data cleansing or for marketing communications, namely direct mailings, digital display, email, social media. They will never use your personal information for their own purposes.
  • When we (or any 3rd party acting on our behalf) are legally compelled to or have a duty to the public to disclose information.
  • When disclosure is made at your request or consent.
  • To the equity release lender that you make an application to.
  • To the property valuer appointed by the equity release lender.
  • To your appointed solicitor to deal with your equity release.

The FCA regulates all financial services business; if the FCA or any other regulatory body asks for access to customer records we would provide this information.

How long we will keep your data

Any personal data you provide to us during the course of an enquiry will be retained and processed for as long as reasonably necessary to fulfil the purposes we collected it for, including keep you up to date with our services (unless you have specified that you do not wish to be contacted), and satisfying any legal, regulatory, tax, accounting or reporting requirements.

Where you enter into a contract for our services, we will need to retain your personal data for the duration of the contract (which will usually be your lifetime). Where you exit your plan early, we will only retain your personal data for a long as is reasonably necessary and for a maximum of ten years (depending on the relevant lender’s repayment terms).

We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.

Your rights

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. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

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 your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios:

  • If you want us to establish the data’s accuracy.
  • Where our use of the data is unlawful but you do not want us to erase it.
  • 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.
  • You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the 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.

Withdraw consent where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

If you believe that we are not processing your information correctly you should contact our Data Protection Officer at the above address. If you are not satisfied with our response you have the right to take your complaint to the Information Commissioner’s Office (