Privacy Policy and Complaints Procedure

You have a right to know how we will use your personal information. It is important that you read these terms and conditions as they set out how we may use your information.

Edinburgh Asset Finance Privacy Notice

This explains how and why we acquire and use your personal information in accordance with
Regulation (EU) 2016/679, the General Data Protection Regulation (GDPR).
We may collect information about you: as part of your loan application and for the purposes of
managing your loan agreement from you, from public records and from third parties with your
consent .This includes your name, address, date of birth, contact details, employment information,
credit record and your agreement history.

We use your information to:

– communicate with you by telephone, email, SMS, or post using the contact details you have provided
– manage your account
– prevent fraud and money laundering
– We may use your data for the above purposes to fulfil our legitimate interest of managing our legal
agreement with you and where otherwise required to comply with our legal and regulatory
obligations and where permitted by the GDPR. If you do not provide us with your personal
information, we will not be able to lend to you.
– We may also use your information for other purposes where you have consented to this (see below).

We may share your information with:

– third parties to which we transfer, charge or assign your agreement or which provide services for us
– law enforcement agencies or regulatory bodies where we are required to do so by law

We store your information:

– within the European Economic Area (EEA)
– if we transfer data outside the EEA we will ensure that before we do so, there is adequate protection
– in place to ensure the security of your data.

We keep your information:

– for as long as it is needed to manage your account
– For a maximum period of 6 years unless a longer
period is required by law.

You have the right to:

– access the information we hold about you
– ask us to make any changes to your information to make sure it is accurate and up to date
– ask us to stop or limit our use of or to delete your information (we are not obliged to do this
in relation to information we need as part of our contractual relationship)
– receive your information in a format that suits you
– transfer your information to a third party


If you have question, want to exercise your rights or make a complaint, please contact us
If we cannot resolve your complaint, you may contact the Financial Ombudsman Service at:
Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 08000 234 567
You also have the right to complain to the Information Commissioner's Office at Wycliffe House,
Water Lane, Wilmslow, Cheshire, SK9 5AF.


Credit Reference and Fraud Prevention Agencies

Although we do no not carry out any credit checks, under some circumstances when you apply for a product or service it may be necessary to confirm that all the information you have given is true and complete. When you apply for a product or service you authorise us to check the following records about you and others (see below);

Our own;
public (including the electoral register).
Those at fraud prevention agencies (FPAs).

We and other organisations may access and use from other countries the information recorded by fraud prevention agencies. Your data may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the General Data Protection Regulation (GDPR) (EU) 2016/679.

Company Information

We are registered at Companies House under number SC451837. Our main business is finance and we provide short term loan facilities to individuals which are secured by their personal assets in return for the repayment of the credit and the payment of interest. We are authorised by the Office of Fair Trading, and our Consumer Credit License Number on its register is 659915.

Your Privacy when using

When you or someone visits our site we collect and analyse standard internet log information and details of visitor behaviour patterns. We use this information to find out things such as the number of visitors to the various parts of the site so we can continually improve the user experience . The way in which this data is collected means it is not personally identifiable. Also we do not make any attempt to find out the identities of those visiting our website. We will not associate or share any data gathered from visiting our site with any with any third party sources. If we do want to collect personally identifiable information through our website such as a contact form, this will be obvious and will require you to press a submit button.

Cookies usage on

Cookies are small text files that are placed on your computer by websites that you visit. They are widely used on many websites in order to make websites work, or work more efficiently, as well as to provide information to the owners of the site.

The below table explains the cookies we use and what they do:



More information

Google Analytics

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These cookies are used to collect information about how visitors use our website. We use the information to compile reports and to help us improve the site. Like many services, Google Analytics uses first-party cookies to track visitor interactions.These cookies are used to store information, such as the time that the current visit occurred, whether the visitor has been to the site before and what site referred the visitor to the web page. Browsers do not share first-party cookies across domains.

Click here for an overview of privacy at Google Analytics

Internet Browsers

Most internet web browsers allow some control or complete blocking of cookies through the browser settings. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit

Your Rights under the GDPR

The GDPR provides the following rights for individuals:

The right to be informed
The right of access
The right to rectification
The right to erasure
The right to restrict processing
The right to data portability
The right to object
Rights in relation to automated decision making and profiling.

Data Retention

If you do not become a client of Edinburgh Asset Finance we may retain your data for up to 1 year.

If you become a client of Edinburgh Asset Finance we will retain your data for 6 years from the end of the last company financial year they relate to.

Complaints about your personal data

You have the right to lodge a complaint with the Information Commissioner if you consider that, in connection with personal data relating to you, there is an infringement of the GDPR.


Complaint Procedure – Pawnbroking Services

We consider a complaint to be:

Any oral or written expression of dissatisfaction, whether justified or not, from, or on
behalf of, a person about the provision of, or failure to provide, a financial service, which:
alleges that the complainant has suffered (or may suffer) financial loss, material
distress or material inconvenience; and
relates to an activity of our firm which is subject to the jurisdiction of the FOS.
We will provide a copy of this documented process on request and when acknowledging
a complaint. There will be no charge for this.
A complaint can be made and received via any reasonable means, including letter,
telephone (at standard rates), email, or in person.

Making a Complaint

We do not make a charge for handling a complaint.
If you wish to make a complaint, please contact:

Phone: 0131 556 2500


Writing: 7 Hopetoun Crescent, Edinburgh, EH7 4AY

Acknowledging your Complaint

If your complaint cannot be resolved within 72 hours following its receipt, we will
promptly send you a written acknowledgement of your complaint.
If you make an oral complaint, our written acknowledgement will set out our
understanding of your complaint.

Reviewing your Complaint

Your complaint will be investigated diligently and will be assessed fairly, consistently and
We may ask you to submit copies of documentation and may request further information
from you to assist us with our investigation.
We will take into account any documents and/or information you may provide in relation
to your complaint.

Keeping you Informed

If your complaint cannot be resolved within 72 hours following its receipt, we will ensure
that you are regularly kept informed of our progress with regards to the investigation into
your complaint.

We will undertake a thorough and timely investigation of your complaint. However, in the
event that we are unable to conclude our enquiries within 56 days, we will write to you
and let you know when we expect to be in a position to issue our Final Response letter.
We will also provide you with details of your right to refer the matter to the Financial
Ombudsman Service (FOS). The FOS can be contacted as follows:
Financial Ombudsman Service
Exchange Tower
E14 9SR
Telephone: 0845 080 1800
Resolving your Complaint
When we have finalised our investigation into your complaint, we will issue our Final
Response letter.
Our Final Response letter will:
 Be fair, clear and not misleading;
 Confirm details of our investigation and decision; and
 if relevant, include any offer of remedial action or the appropriate level of redress
(or both).
 And any next steps
If you  are unhappy with our decision and wish to take it further, you can ask the Financial
Ombudsman Service (FOS) to look at your complaint. This is a free, independent service
for resolving disputes. If you decide to refer your complaint after we have issued our Final
Response, you should do so within 6 months of the date on our Final Response letter.
Although you can refer your complaint to the FOS at any time, they will require our
consent to investigate complaints where:
 we have not had the chance to put things right
 we have not exceeded the 56-day timescale and have not yet issued our Final
Response letter

If your complaint can be resolved within 72 hours, 3 working days, we will send you a
Summary Resolution Communication Letter to advise you how we have resolved the
complaint, any further actions we are to take or the appropriate level of redress (or both),
and again we will refer you to the Financial Ombudsman Service if you are not satisfied
with our handling of the complaint.

An explanatory FOS leaflet will be provided.

Further information about the FOS can also be found on their website