Privacy Notice

 

Effective date: 5 May 2025

This Privacy Notice explains how Eligible Limited (“Eligible”, “we”, “our”) processes your personal data in accordance with UK data protection law. We operate in a B2B2C capacity, working with regulated financial institutions (our clients) to support their engagement with their customers.

This notice is structured to distinguish between:

• Business users and website visitors
• End-customers of financial institutions using our service

1. Business users and website visitors  

Eligible acts primarily as a data processor when we support your organisation’s use of our platform. In limited circumstances — such as when you submit a demo request or contact us directly — we act as a data controller.

What we collect

• Contact details (e.g., name, email, job title, employer)
• Login details for platform access (where applicable)
• Communications (e.g., emails, support requests)
• Technical usage data (e.g., IP address, browser type, device ID)

How we use your data

We process personal data to:

• Set up and manage access to our services
• Respond to your communications or support requests
• Send service and platform updates
• Improve our platform and monitor site performance
• Send marketing emails (if you’ve consented)

Our lawful bases for this processing are legitimate interests, contractual necessity, and consent (for marketing).

Prospect data

If you provide your information to us through the website or engage with our sales team, we may use it for business development purposes. This includes:

• Following up on your interest in our services
• Tailoring communications and demos
• Tracking campaign performance

You may opt out of communications at any time using the unsubscribe link or by contacting privacy@eligible.ai.

Who we share it with

We work with third parties who help us deliver our services, including:

• Hosting providers (e.g., AWS, Heroku)
• Communication platforms (e.g., Twilio)
• CRM tools used by our internal teams
• Legal or regulatory bodies (if legally required)

These providers are bound by contracts requiring them to safeguard your data.

International transfers

If data is transferred outside of the UK or EEA, we use Standard Contractual Clauses or the UK Addendum to protect it.

Data retention

• Platform account data: up to 7 years from last activity
• Support communications: 3 years
• Prospect data: up to 24 months from last contact
• Unsubscribe requests: retained indefinitely (suppression only)

Your rights

You have the right to:

• Access your personal data
• Request corrections or deletion
• Object to or restrict processing
• Withdraw consent at any time (for marketing)
• Complain to the ICO at www.ico.org.uk

How to make a request: Email us at privacy@eligible.ai with your request. We may need to verify your identity before responding. We aim to reply within one month.

We understand that your privacy is important to you and that you care about how your personal data is used. We respect and value the privacy of all of our customers, users, contractors and contacts and will only collect and use personal data in ways that are described here, and in a way that is consistent with our obligations and your rights under the law.

In this privacy notice, we explain how Eligible processes the personal data of: (i) individuals whose data has been provided to us by our business customers, so that we can invite those individuals to create an account with us; and (ii) individuals who have registered for an account with us and/or use our services but not as part of an account of an organisation they work for. This privacy notice explains how we use your personal data: how it is collected, how it is held, and how it is processed. It also explains your rights under the law relating to your personal data.

We may receive your personal data from you and/or from third parties, including our business customers, or organisations listed in section 8 below. Our business customers are organisations that provide products and services within the mortgage market, for example, mortgage providers and advisors.

Eligible Limited (Eligible, we, our) is registered as a controller with the Information Commissioner’s Office (ICO). Eligible’s ICO registration number is ZB078146.

If you wish to review our cookie policy, you can find the link here.

 

2. Customers of a financial institution using our service

If you’ve received a communication from Eligible about your mortgage or financial product, we are acting on behalf of your financial institution.

We are a data processor, and your financial institution is the data controller. Please refer to their privacy notice for full details about how your data is used and your rights.

What we do (under instruction only)

• Deliver secure communications about your existing mortgage
• Provide information to help you understand your options
• Support your institution’s efforts to keep you informed

We do not:

• Decide how your data is used
• Share your data for our own purposes
• Make automated decisions that affect you

If you have questions or want to exercise your rights, please contact your financial institution directly. We help them process these requests as needed.

Contact details
Company name: Eligible Ltd
Address: Soho Works White City, 2 Television Centre, 101 Wood Lane, London W12 7FR
Data protection contact: Data Protection Lead
Email: privacy@eligible.ai

Updates to this privacy notice

We may update this notice periodically to reflect changes in law, regulation, or our business operations. The latest version will always be available at www.eligible.ai.