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Legal & privacy

Our privacy notice, our complaints procedure, and how we approach treating customers fairly.

Last updated: 3 September 2026

This page carries three things: our privacy notice, our complaints procedure, and how we approach treating customers fairly.

1. Who we are

Lunaris Finance Limited is a company registered in England and Wales under number 17425034, with its registered office at Silverstream House, 45 Fitzroy Street, 4th Floor, London W1T 6EB. We are the data controller for the personal data described in this policy. Our ICO registration number is ZC233441.

For any question about this policy, or about how we handle your data, email enquiries@lunaris-finance.com or write to us at the address above.

2. What we collect

  • From the enquiry form: your name, company, email address and telephone number; the type and amount of finance you need; how the property is used, its value and location; expected rental income; how many mortgaged properties you own; your timescale; the purpose of the borrowing; anything you write in the free-text field; and how you heard about us.
  • If the enquiry progresses: further detail about the property and the proposed borrowing, ownership and corporate structures, financial circumstances, credit history, and the identification documents required for anti-money-laundering checks.
  • Correspondence: emails, letters and notes of telephone calls.
  • Technical data: this website sets no cookies and runs no analytics. Typefaces are loaded from Google Fonts, which means your browser requests them from Google and Google will process your IP address in order to serve the files. Nothing else about your visit is recorded by us.

3. Why we use it, and our lawful basis

  • To respond to your enquiry and provide brokerage services - performance of a contract, or steps taken at your request before entering one.
  • To approach lenders on your instruction - performance of a contract. No lender is approached unless you have told us to.
  • To meet anti-money-laundering and other legal obligations - compliance with a legal obligation.
  • To maintain business records and manage our own risk - our legitimate interests, balanced against your rights.

Where we handle information about criminal convictions or financial difficulty - a bankruptcy or a county court judgment relevant to a lending decision, for example - we do so with your explicit consent, or because it is necessary for reasons of substantial public interest in the prevention of fraud.

4. Who we share it with

  • Lenders and funders, but only those you have instructed us to approach. This is the core of what a broker does: placing your case means showing it to lenders.
  • Valuers, solicitors, monitoring surveyors and other professionals engaged on your case.
  • Credit reference and fraud prevention agencies, where a search is required and you have consented to it.
  • FormSubmit, which receives your enquiry-form submission and forwards it to us by email. Its privacy notice is at formsubmit.co/privacy. We use it only to deliver the form; it is not used to build any profile of you.
  • Our IT and email providers, and our professional advisers; and regulators or law enforcement where we are legally required to disclose.

We do not sell personal data, and we do not share it for third-party marketing.

5. Credit searches

We do not carry out a credit search without your consent. Where a lender carries out one as part of an application, it may leave a record on your credit file that other lenders can see. We will tell you before any search that leaves a footprint is made.

6. International transfers

Personal data is normally processed within the UK and the European Economic Area. Where a lender, funder or service provider sits outside those areas, we transfer data only where an adequacy decision applies or appropriate safeguards such as the International Data Transfer Agreement are in place.

7. How long we keep it

Enquiries that do not proceed: 12 months from last contact. Completed cases: six years from completion, to meet legal, tax and professional indemnity requirements. Anti-money-laundering records: five years from the end of the business relationship, as required by law.

8. Your rights

You have the right to access the personal data we hold about you; to have inaccurate data corrected; to request erasure or restriction of processing; to object to processing based on our legitimate interests; to data portability; and to withdraw consent at any time. Email enquiries@lunaris-finance.com and we will answer within one month.

If you are unhappy with how we have handled your data you may complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would ask you to raise it with us first.

9. Security

We maintain technical and organisational measures appropriate to the sensitivity of the data we hold, including encryption in transit, access controls and confidentiality obligations. No system is entirely secure, and we ask that you do not send identification documents by unencrypted email unless we have asked you to. Please never send passwords, card details or bank account numbers through the enquiry form - we will never ask for them.

10. Changes

We may update this policy from time to time. The version on this page is the current one, and the date above shows when it last changed.

11. Company and regulatory information

  • Lunaris Finance Limited, registered in England and Wales, company number 17425034.
  • Registered office: Silverstream House, 45 Fitzroy Street, 4th Floor, London W1T 6EB.
  • Not regulated by the Financial Conduct Authority - the finance we arrange is unregulated. We arrange finance on property held for investment, refurbishment or development; we do not arrange lending on a property you occupy yourself.
  • Professional indemnity insurance with Arch Insurance (UK) Ltd, limit of indemnity £250,000 in the aggregate.
  • Registered with the Information Commissioner's Office, reference ZC233441.

Complaints

If something has gone wrong we would rather hear it directly and put it right.

How to complain

Use whichever route is easiest. It helps if you tell us what happened, when, who you dealt with, and what you would like us to do about it.

What happens next

  1. We acknowledge your complaint in writing within three working days.
  2. Wherever the size of the firm allows, it is reviewed by someone who was not involved in the matter.
  3. We aim to send a final response within four weeks. If we cannot, we will write to explain why and when you can expect one.
  4. If it is not resolved within eight weeks, we will write setting out the position and what you can do next.

If you are still not satisfied

We are not regulated by the Financial Conduct Authority and the finance we arrange is unregulated, so the Financial Ombudsman Service is not open to you in relation to our service. We would rather say that plainly than leave you to find out later. You keep every legal right you would otherwise have, and you may want to take independent legal advice.

If your complaint is about how we have handled personal data, you can raise it with the Information Commissioner's Office at ico.org.uk or on 0303 123 1113. We would ask you to raise it with us first.

Records

We keep a record of every complaint and of its outcome, and review them periodically for anything that ought to change in how we work.

Treating customers fairly

We are not FCA-regulated, so the FCA's rules on treating customers fairly and the Consumer Duty do not apply to us. We work to those principles anyway, because they describe how a broker ought to behave. In practice that means:

  • We tell you what is realistically achievable before you spend anything on it, including when the answer is no.
  • We approach only the lenders whose criteria genuinely fit your case, rather than testing the whole market with it.
  • We charge you nothing. We are paid by the lender on completion, and every fee is disclosed in writing, including which lender is paying us and how much, before you commit.
  • We do not recommend a lender on the basis of what it pays us.
  • You deal with the person placing your case, from the first call onwards.
  • If your case falls outside what we can arrange - lending on a property you occupy yourself, or a consumer buy-to-let - we say so at the outset and point you to a firm regulated to arrange it.
  • We aim to be clear about cost, risk and timing. Short-term finance is not suitable for long-term borrowing, and your property may be repossessed if you do not keep up repayments on any debt secured on it.