Information on how we use your data and how we use cookies on our site

This privacy notice tells you what to expect when the Lending Standards Board (LSB) collects personal information.  It applies to the information we collect about:

  • Visitors to our website
  • Contacting us
  • People who use our services e.g. individuals on behalf of an organisation requesting support or reading publications and updates we provide
  • Complainants and other individuals in relation to our registered firms or the LSB
  • Job applicants and current and former employees
  • Oversight and assurance

Visitors to our website

Use of cookies by the LSB

Cookies are small text files, typically of letters and numbers, given ID tags, that are stored on your computer’s browser directory or program data subfolders. A cookie will typically contain the name of the domain from which the cookie has come, the ‘lifetime’ of the cookie and a value, usually a randomly generated unique number. Cookies are created when you use your browser to visit a website that uses cookies to keep track of your movements within the site, help you resume where you left off, remember your registered login, theme selection, preferences and other customisation features. The website stores a corresponding file (with the same ID tag) to the one it set in your browser and in this file it can track and keep information on your movements within the site and information you may have voluntarily given while visiting the website, such as email address.

There are two types of cookies: session cookies and persistent cookies. Session cookies are created temporarily in your browser’s subfolder while you are visiting a website. Once you leave the site, the session cookie is deleted. Persistent cookie files remain in your browser’s subfolder and are activated again once you revisit the website that created that particular cookie. A persistent cookie remains in the browser’s subfolder for the duration period set within the cookie’s file.

All of our web pages use “cookies”. A cookie is a small file of letters and numbers that we place on your computer or mobile device if you agree. These cookies allow us to distinguish you from other users of our website, which helps us to provide you with a good experience when you browse our website and enables us to improve our website; we also use third-party solutions such as Google Analytics. Cookies set by our website expire either on the same day or after two weeks from your last log on (members only).

All browser technologies enable you to manage the cookies in the cookie folder of your browser. This means that you can either delete cookies from your cookie folder once you have finished your visit to our site or you can set your preferences with regard to the use of cookies before you begin surfing our website. However, deleting or rejecting cookies may affect your user experience of the MyLSB login section of the LSB website.

Security and performance

We use a third party service to help maintain the security and performance of our website.  To deliver this service it monitors the IP addresses of visitors to the LSB website.  This information is not used for any other purpose. 

Contacting us

Calling us

We record relevant information to enable us to handle calls appropriately.  Please see the specific services to understand what information we gather and how we store it, for example complaints.  Our calls are not recorded. 

Emailing us

If you make contact with us via email or website contact form, only relevant information is stored to enable us to handle enquiries appropriately.  We also monitor emails and attachments for viruses and malicious software. 

Social media

We share updates about the organisation on our website and LSB Twitter and LinkedIn accounts.  If you send us a private or direct message via social media we will store it in line with our retention policy and only for the purposes it was intended.


If you subscribe to receive our newsletter we will store the information collected to record your opt in preference. We use Mailchimp to distribute our newsletter and will add your email address to our secure account to and use it only for this purpose.  Please review Mailchimp’s privacy policy for further details. 

Using our services

Individuals who make enquiries on behalf of their organisation regarding becoming a registered firm with the LSB, or who wish to engage in other activities, are asked to provide their contact information. This is to enable us to deal with their enquiry together with information about the organisation they work for.  This information is stored securely and only used to respond to the enquiry that has been made.

Making a complaint to us

When we receive a complaint from a person regarding one of our registered firms, a file is created containing details of the complaint and the person who has made contact.  This may also contain information relating to other individuals involved in the complaint.  This information is only used for the purposes of processing the complaint.  The LSB cannot resolve a complaint between a firm and an individual as this is the role of the Financial Ombudsman Service but we will use this information to assist in our oversight regime of a registered firm. 

We usually have to disclose the complainant’s identity to the organisation the complaint is about.  If the complainant does not want us to share that information we will try to assist them but it can make it difficult to respond to the complaint made to us if the individual wants to remain anonymous. 

Job applicants and current and former LSB employees

The LSB is the data controller for the information provided during the recruitment process.  All of the information provided as part of this process will only be used for processing applications or to fulfil legal or regulatory requirements if necessary.  We will not share this information with anyone for marketing purposes. 

We will use the contact details you provide to us to contact you to progress your application and other information will be used to assess your suitability for role.  If you are successful, the information you provide during the application process will be retained by us as part of your employee file for the duration of your employment plus 6 years following the end of your employment.  If you are unsuccessful your information, including interview notes, will be retained for 6 months from notification.  All of your information is retained securely with restricted access. 

Oversight and assurance

We conduct oversight of our registered firms to reduce actual and potential detriment to consumers.

Our oversight and assurance work includes undertaking reviews at registered firms to understand and test how they operate in order to comply with the relevant Standards of Lending Practice or Voluntary Codes that we oversee.  Some of the ways we do this are:

Relationship meetings – each registered firm has a Compliance Manager assigned to them with a key contact to ensure we understand their business and the exchange of information regarding business changes and updates to Standards is maintained in a timely manner. 

Themed reviews – oversight is conducted looking at topical issues, emerging risks and to provide assurance. 

Firm oversight – A programme of oversight is conducted to monitor firm compliance with Standards and Voluntary Codes. 

When undertaking these reviews we minimise the personal data we collect wherever possible and most of the information we gather relates to the registered firm.  Where we conduct our oversight work we may access limited examples of the following personal data;

  • employment information
  • contact details
  • health information
  • date of birth
  • financial information

We normally collect this information from our registered firms but may also receive this via complaint information.

Need more information?

If you have any queries about how we handle your information please contact us at:

Access to personal information

You can request a copy of the personal information we hold about you by making a ‘subject access request’.  If we hold information about you we will:

  • Provide a description of it
  • Tell you why we are holding it
  • Tell you who it could be disclosed to; and
  • Let you have a copy of the information in an intelligible form.

To make the request please put this in writing to us at the address below.

Links to other websites

This privacy statement does not cover any links within this site to other websites.  Please visit those websites’ privacy statements for further information.

Changes to this privacy notice

We keep our privacy statement under regular review.  This notice was last updated in February 2018. 

How to contact us

Lending Standards Board

5th Floor Abbey House, 74-76 St John St

Farringdon – London