Cookie Policy
Cookie Policy
Cookie Policy
Cookie Policy
Effective date
May 2023
Koodoo Financial Limited, trading as Koodoo, respects your privacy, and protecting your information is very important to us. Please read this Cookie Policy carefully before using our website or registering to use our services. That way, we hope you’ll understand our views and practices around your personal information, and how we will treat it. This Cookie Policy explains exactly how we’ll process any of your personal data.
By visiting koodoo.io or using our services you are accepting and consenting to the points described in this Cookie Policy. For the purpose of the Data Protection Act 2018 (the “Act”), the data controller is Koodoo Financial Limited of Scale Space, 58 Wood Lane, London, W12 7RZ, United Kingdom.
Our data controller registration number is ZA287898. You can check our registration on the Data Protection Public Register by visiting the ICO website. References in this Cookie Policy and on our website or services to “we”, “our” or “us” are references to Koodoo Financial Limited. References to “you” and “your” means each natural or legal person who uses our website or services.
This policy is also relevant for other trading names under Mortgage Power Limited, including Get Mortgage Rates, a website which uses Koodoo’s technology to provide mortgage comparison services. Within this policy all references to “Koodoo” refer to all subsidiaries and trading names within the group.
1. Introduction
1.1
Koodoo uses cookies for a variety of reasons, including making sure that our website or services works as expected, remembering your preferences, and gathering data on the users of our website and our services.
1.1
Koodoo uses cookies for a variety of reasons, including making sure that our website or services works as expected, remembering your preferences, and gathering data on the users of our website and our services.
1.1
Koodoo uses cookies for a variety of reasons, including making sure that our website or services works as expected, remembering your preferences, and gathering data on the users of our website and our services.
1.2
By using our website or services (through any device) you consent to this Cookie Policy.
1.2
By using our website or services (through any device) you consent to this Cookie Policy.
1.2
By using our website or services (through any device) you consent to this Cookie Policy.
1.3
We are committed to protecting you and any information that we collect about you online (whether it’s anonymous or not). This section tells you about how and why we use cookies, and how this allows us to improve our service.
1.3
We are committed to protecting you and any information that we collect about you online (whether it’s anonymous or not). This section tells you about how and why we use cookies, and how this allows us to improve our service.
1.3
We are committed to protecting you and any information that we collect about you online (whether it’s anonymous or not). This section tells you about how and why we use cookies, and how this allows us to improve our service.
1.4
If you want to use our website or services, but don’t want us to set cookies in your browser, you can disable or remove the cookies. You can find out how to do this in section 5 below. Please bear in mind that disabling or removing cookies may impact the performance of our website or services, and our ability to provide our full services to you.
1.4
If you want to use our website or services, but don’t want us to set cookies in your browser, you can disable or remove the cookies. You can find out how to do this in section 5 below. Please bear in mind that disabling or removing cookies may impact the performance of our website or services, and our ability to provide our full services to you.
1.4
If you want to use our website or services, but don’t want us to set cookies in your browser, you can disable or remove the cookies. You can find out how to do this in section 5 below. Please bear in mind that disabling or removing cookies may impact the performance of our website or services, and our ability to provide our full services to you.
1.5
We reserve the right to make changes to our Cookies Policy. Any changes we may make to our Cookies Policy in the future will be posted on this page and, when necessary, we may tell you about important policy changes via email. Please check back frequently to see whether there are any updates or changes to our Cookies Policy. If you continue to use our website or services, we will take that as your agreement to any of those changes.
1.5
We reserve the right to make changes to our Cookies Policy. Any changes we may make to our Cookies Policy in the future will be posted on this page and, when necessary, we may tell you about important policy changes via email. Please check back frequently to see whether there are any updates or changes to our Cookies Policy. If you continue to use our website or services, we will take that as your agreement to any of those changes.
1.5
We reserve the right to make changes to our Cookies Policy. Any changes we may make to our Cookies Policy in the future will be posted on this page and, when necessary, we may tell you about important policy changes via email. Please check back frequently to see whether there are any updates or changes to our Cookies Policy. If you continue to use our website or services, we will take that as your agreement to any of those changes.
2. About Cookies
2.1
Cookies are files containing small amounts of information which are downloaded to your device when you visit a website. Your web browser (like Internet Explorer, Mozilla Firefox, Google Chrome or Safari) then sends these cookies back to our website or services [or application] on each subsequent visit. Cookies do not contain any information that personally identifies you.
2.1
Cookies are files containing small amounts of information which are downloaded to your device when you visit a website. Your web browser (like Internet Explorer, Mozilla Firefox, Google Chrome or Safari) then sends these cookies back to our website or services [or application] on each subsequent visit. Cookies do not contain any information that personally identifies you.
2.1
Cookies are files containing small amounts of information which are downloaded to your device when you visit a website. Your web browser (like Internet Explorer, Mozilla Firefox, Google Chrome or Safari) then sends these cookies back to our website or services [or application] on each subsequent visit. Cookies do not contain any information that personally identifies you.
2.2
We and our third party service providers use the information we get about you through the use of cookies for the following purposes:
2.2
We and our third party service providers use the information we get about you through the use of cookies for the following purposes:
2.2
We and our third party service providers use the information we get about you through the use of cookies for the following purposes:
2.2.1
To recognise your device(s) when you visit our website or services;
2.2.1
To recognise your device(s) when you visit our website or services;
2.2.1
To recognise your device(s) when you visit our website or services;
2.2.2
To remember if you’ve set any preferences on our website or services;
2.2.2
To remember if you’ve set any preferences on our website or services;
2.2.2
To remember if you’ve set any preferences on our website or services;
2.2.3
To temporarily store data – for example, this may be used as part of customer surveys;
2.2.3
To temporarily store data – for example, this may be used as part of customer surveys;
2.2.3
To temporarily store data – for example, this may be used as part of customer surveys;
2.2.4
To test new content and assess its performance;
2.2.4
To test new content and assess its performance;
2.2.4
To test new content and assess its performance;
2.2.5
2.2.5
2.2.5
To remember if you’ve been informed of our Cookies Policy, Privacy Policy and other Terms;
2.2.6
To track you as you use our website or services (we do this to track page usage, and see what paths have been used by visitors on our website or services; we also track the use of our Internet banner advertisements and other links from our marketing partners’ websites);
2.2.6
To track you as you use our website or services (we do this to track page usage, and see what paths have been used by visitors on our website or services; we also track the use of our Internet banner advertisements and other links from our marketing partners’ websites);
2.2.6
To track you as you use our website or services (we do this to track page usage, and see what paths have been used by visitors on our website or services; we also track the use of our Internet banner advertisements and other links from our marketing partners’ websites);
2.2.7
To improve our website or services’ usability;
2.2.7
To improve our website or services’ usability;
2.2.7
To improve our website or services’ usability;
2.2.8
To allow you to share pages with social networks such as LinkedIn, Facebook and Twitter, and to support social media components, like Facebook or Twitter (where our website or services uses a plugin from these third party platforms);
2.2.8
To allow you to share pages with social networks such as LinkedIn, Facebook and Twitter, and to support social media components, like Facebook or Twitter (where our website or services uses a plugin from these third party platforms);
2.2.8
To allow you to share pages with social networks such as LinkedIn, Facebook and Twitter, and to support social media components, like Facebook or Twitter (where our website or services uses a plugin from these third party platforms);
2.2.9
To make sure you don’t miss information that’s relevant to you (we target information to our users, such as website or service content, marketing campaigns, direct marketing emails, and Internet banner advertisements on our website or services and other websites);
2.2.9
To make sure you don’t miss information that’s relevant to you (we target information to our users, such as website or service content, marketing campaigns, direct marketing emails, and Internet banner advertisements on our website or services and other websites);
2.2.9
To make sure you don’t miss information that’s relevant to you (we target information to our users, such as website or service content, marketing campaigns, direct marketing emails, and Internet banner advertisements on our website or services and other websites);
2.2.10
To analyse use of our website or services (we do this for statistical analysis, sales and marketing research). To stop us setting these cookies you will need to set up your browser to reject all cookies (see more below). need to set up your browser to reject all cookies (see more below).
2.2.10
To analyse use of our website or services (we do this for statistical analysis, sales and marketing research). To stop us setting these cookies you will need to set up your browser to reject all cookies (see more below). need to set up your browser to reject all cookies (see more below).
2.2.10
To analyse use of our website or services (we do this for statistical analysis, sales and marketing research). To stop us setting these cookies you will need to set up your browser to reject all cookies (see more below). need to set up your browser to reject all cookies (see more below).
2.3
We may also combine this web usage data with other information we have collected about you. We store this information so that we can have a better and more specific understanding of the way people are using our website or services, and their preferences and interests.
2.3
We may also combine this web usage data with other information we have collected about you. We store this information so that we can have a better and more specific understanding of the way people are using our website or services, and their preferences and interests.
2.3
We may also combine this web usage data with other information we have collected about you. We store this information so that we can have a better and more specific understanding of the way people are using our website or services, and their preferences and interests.
2.4
Cookies may be either “persistent” cookies or “session” cookies, depending on how long they are used.
2.4
Cookies may be either “persistent” cookies or “session” cookies, depending on how long they are used.
2.4
Cookies may be either “persistent” cookies or “session” cookies, depending on how long they are used.
2.5
Persistent cookies stay on your device after you have closed your browser, and allow a website to remember your actions and preferences. They are activated every time you visit the website where the cookie was generated. Sometimes persistent cookies are used by websites to provide targeted advertising based on your browsing history. They are stored by the browser and remain valid until their set expiry date (unless you delete the cookie before its expiry date).
2.5
Persistent cookies stay on your device after you have closed your browser, and allow a website to remember your actions and preferences. They are activated every time you visit the website where the cookie was generated. Sometimes persistent cookies are used by websites to provide targeted advertising based on your browsing history. They are stored by the browser and remain valid until their set expiry date (unless you delete the cookie before its expiry date).
2.5
Persistent cookies stay on your device after you have closed your browser, and allow a website to remember your actions and preferences. They are activated every time you visit the website where the cookie was generated. Sometimes persistent cookies are used by websites to provide targeted advertising based on your browsing history. They are stored by the browser and remain valid until their set expiry date (unless you delete the cookie before its expiry date).
2.6
Session cookies only last as long as you’re on the website, and they’re deleted when you close your browser. They help us keep track of things like how a particular device is navigating from page to page. This supports the website’s security or basic functionality.
2.6
Session cookies only last as long as you’re on the website, and they’re deleted when you close your browser. They help us keep track of things like how a particular device is navigating from page to page. This supports the website’s security or basic functionality.
2.6
Session cookies only last as long as you’re on the website, and they’re deleted when you close your browser. They help us keep track of things like how a particular device is navigating from page to page. This supports the website’s security or basic functionality.
2.7
Many of the cookies we use are session cookies. For example, they help us to ensure that your session is secure, and allow you to stay signed in to your Koodoo Financial Limited account while you move between pages.
2.7
Many of the cookies we use are session cookies. For example, they help us to ensure that your session is secure, and allow you to stay signed in to your Koodoo Financial Limited account while you move between pages.
2.7
Many of the cookies we use are session cookies. For example, they help us to ensure that your session is secure, and allow you to stay signed in to your Koodoo Financial Limited account while you move between pages.
3. More about the cookies we use
3.1
Whether a cookie is a first or third party cookie depends on which website or service the cookie comes from. First party cookies are set by (or on behalf of) the website or service you’re visiting. All other cookies are third party cookies. We use both first party and third party cookies. You can read more about them below.
3.1
Whether a cookie is a first or third party cookie depends on which website or service the cookie comes from. First party cookies are set by (or on behalf of) the website or service you’re visiting. All other cookies are third party cookies. We use both first party and third party cookies. You can read more about them below.
3.1
Whether a cookie is a first or third party cookie depends on which website or service the cookie comes from. First party cookies are set by (or on behalf of) the website or service you’re visiting. All other cookies are third party cookies. We use both first party and third party cookies. You can read more about them below.
3.2
Third party cookies: In some cases, third parties manage some of our cookies for us – but we never allow them to use the cookies for any purpose other than those listed above.
3.2
Third party cookies: In some cases, third parties manage some of our cookies for us – but we never allow them to use the cookies for any purpose other than those listed above.
3.2
Third party cookies: In some cases, third parties manage some of our cookies for us – but we never allow them to use the cookies for any purpose other than those listed above.
3.3
Strictly necessary cookies: These cookies are required for our website or services to operate. For example, they may include cookies that let you log into secure areas of our website or services (such as your Koodoo account).cognise your device(s) when you visit our website or services;
3.3
Strictly necessary cookies: These cookies are required for our website or services to operate. For example, they may include cookies that let you log into secure areas of our website or services (such as your Koodoo account).cognise your device(s) when you visit our website or services;
3.3
Strictly necessary cookies: These cookies are required for our website or services to operate. For example, they may include cookies that let you log into secure areas of our website or services (such as your Koodoo account).cognise your device(s) when you visit our website or services;
3.4
Performance cookies: These cookies allow us to recognise and count the number of visitors to our site, and to see how they move around our website or services when they are using it. This helps us improve the way our website or services works, for example, by ensuring that users are finding what they are looking for easily.
3.4
Performance cookies: These cookies allow us to recognise and count the number of visitors to our site, and to see how they move around our website or services when they are using it. This helps us improve the way our website or services works, for example, by ensuring that users are finding what they are looking for easily.
3.4
Performance cookies: These cookies allow us to recognise and count the number of visitors to our site, and to see how they move around our website or services when they are using it. This helps us improve the way our website or services works, for example, by ensuring that users are finding what they are looking for easily.
3.5
Functionality cookies: These cookies are used to recognise you when you return to our website or services. This lets us personalise our content for you, greet you by name, and remember your preferences (for example, your choice of language or region).
3.5
Functionality cookies: These cookies are used to recognise you when you return to our website or services. This lets us personalise our content for you, greet you by name, and remember your preferences (for example, your choice of language or region).
3.5
Functionality cookies: These cookies are used to recognise you when you return to our website or services. This lets us personalise our content for you, greet you by name, and remember your preferences (for example, your choice of language or region).
3.6
Analytics cookies: In order to keep our products and services easy to use and up-to-date, we use web analytics services to help us understand how people use our website or services. For example, we can see which parts of our services are most popular, identify when errors occur, and test different versions of a feature to see which one works best. These web analytics services may be designed and operated by other companies on our behalf. They do this using small invisible images known as “web beacons” or “tracking pixels” that may be included in the digital products and services on our website or services. For example, these may be used to count the number of times something has been seen. The web beacons are anonymous and do not contain or collect any information that identifies you.
3.6
Analytics cookies: In order to keep our products and services easy to use and up-to-date, we use web analytics services to help us understand how people use our website or services. For example, we can see which parts of our services are most popular, identify when errors occur, and test different versions of a feature to see which one works best. These web analytics services may be designed and operated by other companies on our behalf. They do this using small invisible images known as “web beacons” or “tracking pixels” that may be included in the digital products and services on our website or services. For example, these may be used to count the number of times something has been seen. The web beacons are anonymous and do not contain or collect any information that identifies you.
3.6
Analytics cookies: In order to keep our products and services easy to use and up-to-date, we use web analytics services to help us understand how people use our website or services. For example, we can see which parts of our services are most popular, identify when errors occur, and test different versions of a feature to see which one works best. These web analytics services may be designed and operated by other companies on our behalf. They do this using small invisible images known as “web beacons” or “tracking pixels” that may be included in the digital products and services on our website or services. For example, these may be used to count the number of times something has been seen. The web beacons are anonymous and do not contain or collect any information that identifies you.
3.7
Targeting cookies: These cookies record your visit to our website or services, the pages you have visited, and the links you have followed. We use this information to make what you see more relevant to your interests: from pages on our website or services to advertising you may be interested in. We may also share this information with third parties for this purpose. We use retargeting and online behavioural advertising to market Koodoo – this kind of advertising uses targeting cookies to deliver you more targeted advertising.
3.7
Targeting cookies: These cookies record your visit to our website or services, the pages you have visited, and the links you have followed. We use this information to make what you see more relevant to your interests: from pages on our website or services to advertising you may be interested in. We may also share this information with third parties for this purpose. We use retargeting and online behavioural advertising to market Koodoo – this kind of advertising uses targeting cookies to deliver you more targeted advertising.
3.7
Targeting cookies: These cookies record your visit to our website or services, the pages you have visited, and the links you have followed. We use this information to make what you see more relevant to your interests: from pages on our website or services to advertising you may be interested in. We may also share this information with third parties for this purpose. We use retargeting and online behavioural advertising to market Koodoo – this kind of advertising uses targeting cookies to deliver you more targeted advertising.
3.8
By using our website or services, you agree that we can place the above types of cookies on your device.
3.8
By using our website or services, you agree that we can place the above types of cookies on your device.
3.8
By using our website or services, you agree that we can place the above types of cookies on your device.
4. Cookies we use
4.1
Google Analytics and Google Tag Manager
Duration
Persistent
Type
Optional
Description
These are third party cookies used to track visitors, and collect information about how visitors use our site candor.co.uk and services. We use the information to compile reports and to help us improve the site and services. No personally identifiable information is stored. The cookies collect information in an anonymous form, including the number of visitors to the site or service, where visitors have come to the website from, and the pages they visited.
4.2
Google Optimise
Google Optimise
Google Optimise
Duration
Session
Type
Optional
Description
This third party cookie allows us to test pages so that we can improve the usability of our site and services.
4.3
Facebook Pixel
Facebook Pixel
Facebook Pixel
Duration
Persistent
Type
Optional
Description
A third party cookie used to track visitors, and collect information about how visitors use our site and services. We use this data to measure and improve our advertising.
4.4
Google AdWords Pixel
Google AdWords Pixel
Google AdWords Pixel
Duration
Persistent
Type
Optional
Description
A third party cookie used to track visitors, and collect information about how visitors use our site and services. We use this data to measure and improve our advertising.
4.5
Bing Pixel
Bing Pixel
Bing Pixel
Duration
Persistent
Type
Optional
Description
A third party cookie used to track visitors, and collect information about how visitors use our site and services. We use this data to measure and improve our advertising.
4.5
Bing Pixel
Bing Pixel
Bing Pixel
Duration
Persistent
Type
Optional
Description
A third party cookie used to track visitors, and collect information about how visitors use our site and services. We use this data to measure and improve our advertising.
4.6
Twitter Pixel
Twitter Pixel
Twitter Pixel
Duration
Persistent
Type
Optional
Description
A third party cookie used to track visitors, and collect information about how visitors use our site and services. We use this data to measure and improve our advertising.
4.7
LinkedIn Pixel
LinkedIn Pixel
LinkedIn Pixel
Duration
Persistent
Type
Optional
Description
A third party cookie used to track visitors, and collect information about how visitors use our site and services. We use this data to measure and improve our advertising.
4.8
Amplitude
Amplitude
Amplitude
Duration
Persistent
Type
Optional
Description
A third party cookie which provides us with aggregated data around usage and web traffic.
4.9
Anonymous user identification
Anonymous user identification
Anonymous user identification
Duration
Persistent
Type
Essential
Description
A cookie used to identify returning users and ensure they are served a consistent experience across multiple sessions.
5.0
PostHog
PostHog
PostHog
Duration
Persistent
Type
Essential
Description
A third party cookie used to identify returning users, ensure they are served a consistent experience across multiple sessions, provide usage metrics and session recordings of users
5. Turning off cookies
5.1
In most browsers, you can choose to reject cookies and/or turn off tracking features, and we provide instructions on how to do this below. However, please note that by doing so, parts of our website or services may no longer function as expected. For example, if you delete cookies, any preferences they record will be lost. This includes, for example, where you have opted out from cookies, as this requires an opt-out cookie to be set.
5.1
In most browsers, you can choose to reject cookies and/or turn off tracking features, and we provide instructions on how to do this below. However, please note that by doing so, parts of our website or services may no longer function as expected. For example, if you delete cookies, any preferences they record will be lost. This includes, for example, where you have opted out from cookies, as this requires an opt-out cookie to be set.
5.1
In most browsers, you can choose to reject cookies and/or turn off tracking features, and we provide instructions on how to do this below. However, please note that by doing so, parts of our website or services may no longer function as expected. For example, if you delete cookies, any preferences they record will be lost. This includes, for example, where you have opted out from cookies, as this requires an opt-out cookie to be set.
5.2
If you’re mainly concerned about third party cookies, then we recommend you just reject those cookies, rather than all cookies. That way, we can still provide you with the functionality you expect.
5.2
If you’re mainly concerned about third party cookies, then we recommend you just reject those cookies, rather than all cookies. That way, we can still provide you with the functionality you expect.
5.2
If you’re mainly concerned about third party cookies, then we recommend you just reject those cookies, rather than all cookies. That way, we can still provide you with the functionality you expect.
5.3
If you do wish to stop your browser from accepting cookies, see the following pages:
5.3
If you do wish to stop your browser from accepting cookies, see the following pages:
5.3
If you do wish to stop your browser from accepting cookies, see the following pages:
Contact us
If you have any questions about our cookies or this Cookies Policy, please contact us.
Email us at: hello@koodoo.io;
Or write to us at:
Koodoo Financial Ltd,
Scale Space,
58 Wood Lane
London
W12 7RZ
Further reading
Information on the ICO cookie guide can be found on the ICO website.
Scale Space,
58 Wood Lane,
London
W12 7RZ
Your home may be repossessed if you do not keep up repayments on your mortgage or any other debt secured on it. Please note that some mortgages such as commercial BTLs are not regulated by the FCA. Mortgage Power Limited (trading as “Koodoo” and “Koodoo Advice”) is authorised and regulated by the Financial Conduct Authority (Firm Reference Number: 845978).
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.
Mortgage Power Limited, trading as "Koodoo" and "Koodoo Advice", is registered in England and Wales with company number 10978680 and ICO registration ZA560572 and is authorised and regulated by the Financial Conduct Authority . You can check the Financial Services Register here.
The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk.
Scale Space,
58 Wood Lane,
London
W12 7RZ
Your home may be repossessed if you do not keep up repayments on your mortgage or any other debt secured on it. Please note that some mortgages such as commercial BTLs are not regulated by the FCA. Mortgage Power Limited (trading as “Koodoo” and “Koodoo Advice”) is authorised and regulated by the Financial Conduct Authority (Firm Reference Number: 845978).
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.
Mortgage Power Limited, trading as "Koodoo" and "Koodoo Advice", is registered in England and Wales with company number 10978680 and ICO registration ZA560572 and is authorised and regulated by the Financial Conduct Authority . You can check the Financial Services Register here.
The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk.
Scale Space,
58 Wood Lane,
London
W12 7RZ
Your home may be repossessed if you do not keep up repayments on your mortgage or any other debt secured on it. Please note that some mortgages such as commercial BTLs are not regulated by the FCA. Mortgage Power Limited (trading as “Koodoo” and “Koodoo Advice”) is authorised and regulated by the Financial Conduct Authority (Firm Reference Number: 845978).
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.
Mortgage Power Limited, trading as "Koodoo" and "Koodoo Advice", is registered in England and Wales with company number 10978680 and ICO registration ZA560572 and is authorised and regulated by the Financial Conduct Authority . You can check the Financial Services Register here.
The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk.
Scale Space,
58 Wood Lane,
London
W12 7RZ
Your home may be repossessed if you do not keep up repayments on your mortgage or any other debt secured on it. Please note that some mortgages such as commercial BTLs are not regulated by the FCA. Mortgage Power Limited (trading as “Koodoo” and “Koodoo Advice”) is authorised and regulated by the Financial Conduct Authority (Firm Reference Number: 845978).
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.
Mortgage Power Limited, trading as "Koodoo" and "Koodoo Advice", is registered in England and Wales with company number 10978680 and ICO registration ZA560572 and is authorised and regulated by the Financial Conduct Authority . You can check the Financial Services Register here.
The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk.