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Application Privacy Notice

This notice explains how Esme will use your personal information during this application process.

At Esme, we use and share your information to manage our risk, to protect our business and to comply with laws, such as checking your identity to prevent fraud and money laundering.

The organisation responsible for processing your personal and financial information is Esme Loans Limited (“Esme”), a member of the Royal Bank of Scotland Group (“RBS”).

When you apply for a loan we may request information about you, your business and the proprietors of that business from credit reference and fraud prevention agencies to manage and take decisions about your loan application, including checking your credit status and that of any associated individuals. This includes any other directors and shareholders who are beneficial owners of 25% or more of the business. If you are a director, we will seek confirmation, from credit reference agencies, that the residential address that you provide is the same as that shown on the restricted register of directors’ usual addresses at Companies House.

If you are married, are in a relationship, or have an association with someone with whom you have created a joint financial interest (i.e. a joint account we may also check your financial partner’s personal accounts). While this type of search will not be traceable or recorded on the files of credit reference agencies, you should let them know that this might happen. Any financial connection will remain on your record until you request the third party’s information to be removed from your record and you can do this by filing a “notice of disassociation” with the credit reference agencies.

While you have an agreement with us we’ll continue to share information with credit reference agencies about how you manage your account, for example your balance, payments, credit limits and any missed payments to loans. Credit reference agencies will share this with other organisations. Further information about credit reference agencies can be obtained directly from them: Experian, Equifax and Callcredit.We may use other agencies from time to time.

If we identify or suspect fraud we will record this with fraud prevention agencies, and we may refuse to provide you with products.

Credit reference and fraud prevention agencies use your information because they have to prevent fraud and money laundering, to protect their business and to comply with laws.

We make decisions based on automated checks of data we hold and receive about you. You have rights in relation to automated decisions, including a right to appeal if your application is declined. If your application is declined we will usually keep your information for up to six years.

We may also have to share some of your details with banking industry regulators, government departments and similar organisations like, for example, HM Revenue and Customs. And they might in turn have to share it with other countries.

By continuing with this application, you confirm that you understand how we may use your information and are happy to proceed.

You are also confirming that you hold authorisation from the other officers and beneficial owners to agree to the searches against them as individuals and use of the information indicated in this agreement. You will notify them of any changes advised by us to the use of information in this application and you have retained a copy of our privacy notice and have provided the other officers and beneficial owners with a copy of it also.

If you want more detail about how we use your information or your rights please find our full Privacy Notice at www.esmeloans.com/privacy.

Privacy notice

1. Who we are

1.1. This privacy notice (the “Privacy Notice”) applies to all personal information processing activities carried on by the Esme Loans Ltd (“Esme’).

1.2. Esme is a data controller in respect of personal information that we process in connection with our business (including the products and services that we provide). In this notice, references to “we”, “us” or “our” are references to Esme.

1.3. Our principal address is RocketSpace, Regent’s House, 40-42 Islington High Street N1 8EQ and our contact details can be located at www.esmeloans.com.

1.4. We are a member of The Royal Bank of Scotland Group Plc (“RBS group”). More information about the RBS group can be found at www.rbs.com by clicking on ‘About Us’.

1.5. We respect individuals’ rights to privacy and to the protection of personal information. The purpose of this Privacy Notice is to explain how we collect and use personal information in connection with our business. “Personal information” means information about a living individual who can be identified from that information (either by itself or when it is combined with other information). We may update our Privacy Notice from time to time, by communicating such changes to you and publishing the updated Privacy Notice on our website. We would encourage you to visit our website regularly to stay informed of the purposes for which we process your information and your rights to control how we process it.

2. The information we process

2.1 We collect and process various categories of personal information at the start of and for the duration of your relationship with us. We will limit the collection and processing of information to information necessary to achieve one or more legitimate purposes as identified in this notice. We will process information about: (a) you and your business partners, including any other directors; and (b) shareholders who are beneficial owners of 25% or more of the business. Personal information may include:

a) basic personal information, including name and address, date of birth and contact details;

b) financial information, including account and transactional information and history (including where you have chosen to link your bank account to us, to retrieve historic 12 month statement information on an ongoing basis about your business bank account);

c) information about your family, lifestyle and social circumstances (such as dependents, marital status, next of kin and contact details);

d) information about your financial circumstances, including personal wealth, assets and liabilities, proof of income and expenditure, credit and borrowing history and needs and goals;

e) education and employment information;

f) goods and services provided;

g) visual images and personal appearance (such as copies of passports); and

h) online profile and social media information and activity, based on your interaction with us and our websites and applications, including for example, your login information, Internet Protocol (IP) address, smart device information, location coordinates, online and mobile banking security authentication, mobile phone network information, searches, site visits and spending patterns.

2.2 We may also process certain special categories of information for specific and limited purposes, such as detecting and preventing financial crime or to make our services accessible to customers. We will only process special categories of information where we’ve obtained your explicit consent or are otherwise lawfully permitted to do so (and then only for the particular purposes and activities set out at Schedule A for which the information is provided). This may include:

a) information about racial or ethnic origin,

b) religious or philosophical beliefs,

c) trade union membership;

d) physical or psychological health details or medical conditions; and

e) biometric information, relating to the physical, physiological or behavioural characteristics of a person, including for example using voice recognition or similar technologies to help us prevent fraud and money laundering.

2.3 Where permitted by law, we may process information about criminal convictions or offences and alleged offences for specific and limited activities and purposes such as to perform checks to prevent and detect crime and to comply with laws relating to money laundering, fraud, terrorist financing, bribery and corruption, and international sanctions. It may involve investigating and gathering intelligence on suspected financial crimes, fraud and threats and sharing data between banks and with law enforcement and regulatory bodies.

3. How we obtain information

3.1 Your information is made up of all the financial and personal information we collect and hold about you/your business and the proprietors, officers and beneficial owners of that business and your transactions. It includes:

a) information you give to us;

b) information that we receive from third parties (including other RBS group companies, third parties who provide services to you or us, and credit reference, fraud prevention or government agencies);

c) information that we learn about you through our relationship with you and the way you operate your accounts and/or services, such as the payments made to and from your accounts; and

d) information that we gather from the technology which you use to access our services (for example location data from your mobile phone, or an IP address or telephone number) and how you use it (for example pattern recognition); and

e) information that we gather from publicly available sources, such as the press, the electoral register, company registers and online search engines).

4. Your rights

4.1 We want to make sure you are aware of your rights in relation to the personal information we process about you. We have described those rights and the circumstances in which they apply in Table A below.

4.2 If you wish to exercise any of these rights, or if you have any queries about how we use your personal information which are not answered here, please contact us at 020 3936 4800 or customercare@esmeloans.com.

4.3 Our Data Protection Officer can be contacted at 03457 24 24 24. Please note that in some cases, if you do not agree to the way we process your information, it may not be possible for us to continue to operate your account and/or provide certain products and services to you.

Table A – Your Rights

Rights
Description
Access – You have a right to get access to the personal information we hold about you.
If you would like a copy of the personal information we hold about you, please write to: Esme Loans Limited, RocketSpace, Regents House, 40-42 Islington High Street, N1 8EQ or customercare@esmeloans.com, or contact us at 020 3936 4800. For more information on how to get access to your information and the documents we need you to submit, please contact us at 020 3936 4800.
Rectification – You have a right to rectification of inaccurate personal information and to update incomplete personal information.
If you believe that any of the information that we hold about you is inaccurate, you have a right to request that we restrict the processing of that information and to rectify the inaccurate personal information. Please note that if you request us to restrict processing your information, we may have to suspend the operation of your account and/or the products and services we provide to you.
Restriction – You have a right to request us to restrict the processing of your personal information.
You may request us to restrict processing your personal information if you believe that: – any of the information that we hold about you is inaccurate; – we no longer need to process your information for the purposes for which it was provided, but you require the information to establish, exercise or defend legal claims; or – we are not using your information in a lawful manner. Please note that if you request us to restrict processing your information, we may have to suspend the operation of your account and/or the products and services we provide to you.
Portability – You have a right to data portability.
Where we have requested your permission to process your personal information or you have provided us with information for the purposes of entering into a contract with us, you have a right to receive the personal information you provided to us in a portable format. You may also request us to provide it directly to a third party, if technically feasible. We’re not responsible for any such third party’s use of your account information, which will be governed by their agreement with you and any privacy statement they provide to you. If you would like to request the personal information you provided to us in a portable format, please write to: Esme Loans Limited, RocketSpace, Regents House, 40-42 Islington High Street, N1 8EQ or customercare@esmeloans.com, or contact us at 020 3936 4800.
Objection – You have a right to object to the processing of your personal information.
You have a right to object to us processing your personal information (and to request us to restrict processing) for the purposes described in Schedule A – Schedule of Purposes of Processing – Legitimate Interests of Esme, unless we can demonstrate compelling and legitimate grounds for the processing, which may override your own interests or where we need to process your information to investigate and protect us or others from legal claims. Depending on the circumstances, we may need to restrict or cease processing your personal information altogether, or, where requested, delete your information. Please note that if you object to us processing your information, we may have to suspend the operation of your account and/or the products and services we provide to you.
Marketing – You have a right to object to direct marketing.
You have a right to object at any time to processing of your personal information for direct marketing purposes, including profiling you for the purposes of direct marketing. For more information see section 9 – Marketing.
Withdraw consent – You have a right to withdraw your consent.
Where we rely on your permission to process your personal information, you have a right to withdraw your consent at any time. We will always make it clear where we need your permission to undertake specific processing activities.
Lodge complaints – You have a right to lodge a complaint with the regulator.
If you wish to raise a complaint on how we have handled your personal information, you can contact our Data Protection Officer who will investigate the matter. We hope that we can address any concerns you may have, but you can always contact the Information Commissioner’s Office (ICO). For more information, visit www.ico.org.uk

5. Changes to the way we use your information

From time to time we may change the way we use your information. Where we believe you may not reasonably expect such a change we will notify you and will allow a period of at least 30 days for you to raise any objections before the change is made. However, please note that in some cases, if you do not agree to such changes it may not be possible for us to continue to operate your account and/or provide certain products and services to you.

6. How we use and share your information with other RBS group companies

We will only use and share your information where it is necessary for us to lawfully carry out our business activities. Your information may be shared with and processed by other RBS group companies. We want to ensure that you fully understand how your information may be used. We have described the purposes for which your information may be used in detail in a table in Schedule A – Schedule of Purposes of Processing.

7. Sharing with third parties

7.1 We will not share your information with anyone outside RBS except:

a) where we have your permission;

b) where required for your product or service;

c) where we are required by law and by law enforcement agencies, judicial bodies, government entities, tax authorities or regulatory bodies around the world;

d) with other banks and third parties where required by law to help recover funds that have entered your account as a result of a misdirected payment by such a third party;

e) with third parties providing services to us, such as market analysis and benchmarking and third parties acting on our behalf;

f) with other banks to help trace funds where you are a victim of suspected financial crime and you have agreed for us to do so, or where we suspect funds have entered your account as a result of a financial crime;

g) with debt collection agencies;

h) with credit reference and fraud prevention agencies;

i) with third party guarantors or other companies that provide you with benefits or services (such as insurance cover) associated with your product or service;

j) where required for a proposed sale, reorganisation, transfer, financial arrangement, asset

k) disposal or other transaction relating to our business and/or assets held by our business in anonymised form as part of statistics or other aggregated data shared with third parties; or

l) where permitted by law, it is necessary for our legitimate interests or those of a third party, and it is not inconsistent with the purposes listed above.

7.2 If you ask us to, we will share information with any third party that provides you with account information or payment services. If you ask a third party provider to provide you with account information or payment services, you’re allowing that third party to access information relating to your account. We’re not responsible for any such third party’s use of your account information, which will be governed by their agreement with you and any privacy statement they provide to you.

7.3 In the event that any additional authorised users are added to your account, we may share information about the use of the account by any authorised user with all other authorised users.

7.4 We will not share your information with third parties for their own marketing purposes without your permission.

8. Transferring information overseas

8.1 We may transfer your information to organisations in other countries (including to other RBS group companies) on the basis that anyone to whom we pass it protects it in the same way we would and in accordance with applicable laws.

8.2 In the event that we transfer information to countries outside of the European Economic Area (which includes countries in the European Union as well as Iceland, Liechtenstein and Norway), we will only do so where:

a) the European Commission has decided that the country or the organisation we are sharing your information with will protect your information adequately;

b) the transfer has been authorised by the relevant data protection authority; and/or

c) we have entered into a contract with the organisation with which we are sharing your information (on terms approved by the European Commission) to ensure you information is adequately protected. If you wish to obtain a copy of the relevant data protection clauses, please write to: Esme Loans Limited, RocketSpace, Regents House, 40-42 Islington High Street, N1 8EQ orcustomercare@esmeloans.com, or contact us at 020 3936 4800.

9. Marketing information

Unless you have told us that you do not want to hear from us, we will send you relevant marketing information (including details of other products or services provided by us or other RBS group companies which we believe may be of interest to you), by mail, phone, email, text and other forms of electronic communication. If you change your mind about how you would like us to contact you or you no longer wish to receive this information, you can tell us at any time by writing to: Esme Loans Limited, RocketSpace, Regents House, 40-42 Islington High Street, N1 8EQ or customercare@esmeloans.com or by contacting us at 020 3936 4800.

10. Communications about your account

10.1 We will contact you with information relevant to the operation and maintenance of your account (including updated information about how we process your personal information), by a variety of means including via online banking, mobile banking, email, text message, post and/or telephone. If at any point in the future you change your contact details you should tell us promptly about those changes.

10.2 We may monitor or record calls, emails, text messages or other communications in accordance with applicable laws for the purposes outlined in Schedule A – Schedule of Purposes of Processing.

11. Credit reference and fraud prevention agencies

11.1 When you apply for a loan, and periodically, we may access and use information about you, your business and the proprietors of that business from credit reference and fraud prevention agencies to:

a) manage and take decisions about your loan application, including assessing your creditworthiness;

b) prevent criminal activity, fraud and money laundering;

c) check your identity and verify the accuracy of the information you provide to us; and

d) trace debtors and recover debts.

11.2 Application decisions may be taken based solely on automated checks of information from credit reference and fraud prevention agencies and internal RBS records. To help us make decisions on when to give you credit, we use a system called credit scoring to assess your application. To work out your credit score, we look at information you give us when you apply; information from credit reference agencies that will show us whether you’ve kept up to date with payments on any credit accounts (that could be any mortgages, loans, credit cards or overdrafts), or if you’ve had any court action such as judgments or bankruptcy; your history with us such as maximum level of borrowing; and affordability, by looking at your available nett income and existing debts. You have rights in relation to automated decision making, including a right to appeal if you’re application is refused.

11.3 We will continue to share information with credit reference agencies about how you manage your business account including names and parties to the account, your account balance, payments into your account, the regularity of payments being made, credit limits and any arrears or default in making payments, while you have a relationship with us. This information will be made available to other organisations (including fraud prevention agencies and other financial institutions) so that they can take decisions about you, your associates and members of your household.

11.4 If false or inaccurate information is provided and/or fraud is identified or suspected, details will be passed to fraud prevention agencies. Law enforcement agencies and other organisations may access and use this information.

11.5 If we, or a fraud prevention agency, determine that you pose a fraud or money laundering risk, we may refuse to provide the services and financing you have requested, or we may stop providing existing services to you.

11.6 A record of any fraud or money laundering risk will be retained by the fraud prevention agencies, and may result in others refusing to provide services, financing or employment to you. Fraud prevention agencies can hold your information for different periods of time, and if you are considered to pose a fraud or money laundering risk, your data can be held for up to six years.

11.7 When credit reference and fraud prevention agencies process your information, they do so on the basis that they have a legitimate interest in preventing fraud and money laundering, and to verify identity, in order to protect their business and to comply with laws that apply to them.

11.8 We may make periodic searches of our own group records and credit reference agencies to manage your account with us, including whether to continue or extend existing credit. We may also check at fraud prevention agencies to prevent or detect fraud.

11.9 We may use credit reference agencies to trace your whereabouts and recover payments if you do not make payments that you owe us.

11.10 When credit reference agencies receive a search from us they will:

a) Record the details that are supplied on your business account (including previous and subsequent names of parties to the account and how you manage it/them);

b) place a credit search “footprint” on your company credit file whether or not this application proceeds. If the search was for a credit application the record of that search (but not the name of the organisation that carried it out) may be seen by other organisations when your business applies for credit in the future;

c) place an enquiry search on the personal credit files of any director/owner or partner that have been searched. Place an associate enquiry search on your personal financial partner’s credit file, if that is checked. These enquiry searches will not be seen by other organisations if any director/owner or partner applies for credit in the future;

d) link together the previous and subsequent names advised by you, of anyone that is a party to the account;

e) place an enquiry or identification search on the record of any shareholder who is a beneficial owner;

f) create a record of the name and address of your business and its proprietors if there is not one already;

g) record the outstanding debt if your business borrows and does not repay in full and on time;

h) retain the records for 6 years after the loan is settled or defaulted.

11.11 Your data will not be used by credit reference agencies to: (i) create a blacklist; or (ii) to make a decision.

11.12 Credit reference agencies and fraud prevention agencies will supply to us the following:

a) information about your business, such as previous applications for credit and the conduct of the accounts and also similar personal credit information in your name (your personal partner’s name) and of your business partners;

b) public information such as Country Court Judgments (CCJs) and bankruptcies;

c) electoral register information on you and your business partners;

d) fraud prevention information;

e) confirmation or otherwise that the usual residential addresses supplied by directors match those on the ‘restricted’ register held at Companies House (or for those directors’ addresses registered under section 243 of the Companies Act, that the usual residential addresses supplied by directors match those on the credit reference agency’s proprietary business directory). With effect from October 2009, two registers have operated at Companies House; a public register available to all and a restricted register available only to public sector organisations and credit reference agencies which may be accessed only for certain specified purposes.

11.13 If you would like a copy of your information held by the credit reference and fraud prevention agencies we use, or if you want further details of how your information will be used by credit reference agencies please visit their websites or contact them using the details below. The agencies may charge a fee.

Credit reference agency
Contact details
Callcredit Limited
(www.callcredit.co.uk/crain)
Post: Callcredit Information Group, One Park Lane, Leeds,
West Yorkshire LS3 1EP.
Web Address: www.callcredit.co.uk/consumer-solutions/contactus
Email: consumer@callcreditgroup.com
Phone: 0330 024 7574
Equifax Limited
(www.equifax.co.uk/crain)
Post: Equifax Ltd, Customer Service Centre
PO Box 10036, Leicester, LE3 4FS.
Web Address: www.equifax.co.uk/Contactus/Contact_Us_Personal_Solutions.html
Email: www.equifax.co.uk/ask
Phone: 0333 321 4043 or 0800 014 2955
Experian Limited (www.experian.co.uk/crain)
Post: Experian, PO BOX 9000, Nottingham, NG80 7WF
Web Address: www.experian.co.uk/consumer/contactus/index.html
Email: consumer.helpservice@uk.experian.com
Phone: 0344 481 0800 or 0800 013 8888
Creditsafe
Post: Creditsafe, Bryan House, Caerphilly Business Park,
Van Road, Caerphilly, CF83 3GR
Web Address: www2.creditsafe.uk.com/about-us/contact
Email: ukinfo@creditsafeuk.com
Phone: 02920 886 500

12. How long we keep your information

12.1 By providing you with products or services, we create records that contain your information, such as customer account records, activity records, tax records and lending and credit account records. Records can be held on a variety of media (physical or electronic) and formats.

12.2 We manage our records to help us to serve our customers well (for example for operational reasons, such as dealing with any queries relating to your account) and to comply with legal and regulatory requirements. Records help us demonstrate that we are meeting our responsibilities and to keep as evidence of our business activities.

12.3 Retention periods for records are determined based on the type of record, the nature of the activity, product or service, the country in which Esme is located and the applicable local legal or regulatory requirements. We normally keep customer account records for up to six years after your relationship with the bank ends, whilst other records are retained for shorter periods for example twelve months for non-investment related call recordings. Retention periods may be changed from time to time based on business or legal and regulatory requirements.

12.4 We may on exception retain your information for longer periods, particularly where we need to withhold destruction or disposal based on an order from the courts or an investigation by law enforcement agencies or our regulators. This is intended to make sure that Esme will be able to produce records as evidence, if they’re needed.

12.5 If you would like more information about how long we keep your information, please contact us at Esme Loans Limited, RocketSpace, Regents House, 40-42 Islington High Street, N1 8EQ or customercare@esmeloans.com, or contact us at 020 3936 4800.

13. Security

We are committed to ensuring that your information is secure with us and with the third parties who act on our behalf. For more information about the steps we are taking to protect your information please contact our Data Protection Officer.

If you choose to allow access to us for information from market place accounts, this information will be sent to us via a secure Application Programming Interface (API) and is subject to the security requirements of those market place vendors.

If you choose an account aggregation service to provide bank account information to us:

  • Please note that you will be entering into a contract with the account aggregation service and not RBS. In doing so you may need to provide the account aggregation service with your internet banking login in details. Please check your bank’s terms and conditions for any conditions attached to sharing your login information.
  • Make sure you read the account aggregation service’s terms and conditions to understand how they will use and secure your personal information.

Schedule A – Schedule of Purposes of Processing

We will only use and share your information where it is necessary for us to carry out our lawful business activities. Your information may be shared with and processed by other RBS group companies. We want to ensure that you fully understand how your information may be used. We have described the purposes for which your information may be used in detail in a table below:

A. Contractual necessity
We may process your information where it is necessary to enter into a contract with you for the provision of our products or to perform our obligations under that contract. Please note that if you do not agree to provide us with the requested information, it may not be possible for us to continue to operate your account and/or provide products and services to you. This may include processing to: (a) assess and process applications for products or services; (b) provide and administer those products and services throughout your relationship with the bank, including opening, setting up or closing your accounts or products, collecting and issuing all necessary documentation, executing your instructions, processing transactions, including resolving any queries or discrepancies and administering any changes. Calls to us and communications to our helplines may be recorded and monitored for these purposes. (c) develop, manage and maintain our relationships with you and for ongoing customer service. This may involve sharing your information with other RBS group companies. ; (d) administer any credit facilities or debts, including agreeing repayment options; and (e) communicate with you about your account(s) or the products and services you receive from us.
B. Legal obligation
When you apply for a product (and throughout your relationship with us), we are required by law to collect and process certain personal information about you. Please note that if you do not agree to provide us with the requested information, it may not be possible for us to continue to operate your account and/or provide products to you. This may include processing to: a) confirm your identity, [including using biometric information and voice-recognition technology and other identification procedures, for example fingerprint verification]; b) perform checks and monitor transactions and location data for the purpose of preventing and detecting crime and to comply with laws relating to money laundering, fraud, terrorist financing, bribery and corruption, and international sanctions. This may require us to process information about criminal convictions and offences, to investigate and gather intelligence on suspected financial crimes, fraud and threats and to share data with law enforcement and regulatory bodies; c) assess affordability and suitability of credit for initial credit applications and throughout the duration of the relationship, including analysing customer credit data for regulatory reporting; d) share data with other banks and third parties to help recover funds that have entered your account as a result of a misdirected payment by such a third party; e) share data with police, law enforcement, tax authorities or other government and fraud prevention agencies where we have a legal obligation, including reporting suspicious activity and complying with production and court orders; f) deliver mandatory communications to customers or communicating updates to product and service terms and conditions. g) investigate and resolve complaints; h) conduct investigations into breaches of conduct and corporate policies by our employees; i) manage contentious regulatory matters, investigations and litigation; j) perform assessments and analyse customer data for the purposes of managing, improving and fixing data quality; k) provide assurance that the bank has effective processes to identify, manage, monitor and report the risks it is or might be exposed to; l) investigate and report on incidents or emergencies on the bank’s properties and premises; m) coordinate responses to business disrupting incidents and to ensure facilities, systems and people are available to continue providing services.
C. Legitimate interests of Esme
We may process your information where it is in our legitimate interests do so as an organisation and without prejudicing your interests or fundamental rights and freedoms. a) We may process your information in the day to day running of our business, to manage our business and financial affairs and to protect our customers, employees and property. It is in our interests to ensure that our processes and systems operate effectively and that we can continue operating as a business. This may include processing your information to: (i) monitor, maintain and improve internal business processes, information and data, technology and communications solutions and services; (ii) ensure business continuity and disaster recovery and responding to information technology and business incidents and emergencies; (iii) ensure network and information security, including monitoring authorised users’ access to our information technology for the purpose of preventing cyber-attacks, unauthorised use of our telecommunications systems and websites, prevention or detection of crime and protection of your personal data; (iv) provide assurance on the bank’s material risks and reporting to internal management and supervisory authorities on whether the bank is managing them effectively; (v) perform general, financial and regulatory accounting and reporting; (vi) protect our legal rights and interests; (vii) manage and monitor our properties and branches (for example through CCTV) for the purpose of crime prevention and prosecution of offenders, for identifying accidents and incidents and emergency situations and for internal training; and (viii) enable a sale, reorganisation, transfer or other transaction relating to our business. b) It is in our interest as a business to ensure that we provide you with the most appropriate products and services and that we continually develop and improve as an organisation. This may require processing your information to enable us to: (i) identify new business opportunities and to develop enquiries and leads into applications or proposals for new business; (ii) send you relevant marketing information(including details of other products or services provided by us or other RBS group companies which we believe may be of interest to you). (iii) understand our customers’ actions, behaviour, preferences, expectations, feedback and financial history in order to improve our products and services, develop new products and services, and to improve the relevance of offers of products and services by RBS group companies; (iv) monitor the performance and effectiveness of products and services; (v) assess the quality of our customer services and to provide staff training. Calls to our service centres and communications to our mobile and online helplines may be recorded and monitored for these purposes; (vi) perform analysis on customer complaints for the purposes of preventing errors and process failures and rectifying negative impacts on customers; (vii) compensate customers for loss, inconvenience or distress as a result of services, process or regulatory failures; (viii) identify our customers’ use of third party products and services in order to facilitate the uses of customer information detailed above; and (ix) combine your information with third party data, such as economic data in order to understand customers’ needs better and improve our services. We may perform data analysis, data matching and profiling to support decision making with regards to the activities mentioned above. It may also involve sharing information with third parties who provide a service to us. c) It is in our interest as a business to manage our risk and to determine what products and services we can offer and the terms of those products and services. It is also in our interest to protect our business by preventing financial crime. This may include processing your information to: (i) carry out financial, credit and insurance risk assessments; (ii) manage and take decisions about your accounts; (iii) carry out checks (in addition to statutory requirements) on customers and potential customers, business partners and associated persons, including performing adverse media checks, screening against external databases and sanctions lists and establishing connections to politically exposed persons; (iv) share data with credit reference, fraud prevention agencies and law enforcement agencies; (v) trace debtors and recovering outstanding debt; (vi) for risk reporting and risk management . Application decisions may be taken based on solely automated checks of information from credit reference agencies and internal RBS records. For more information on how we access and use information from credit reference and fraud prevention agencies see Section 11 – Credit reference and fraud prevention agencies in this document.

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When we ask you to provide personal information online it will only be in response to you actively applying for or using one of our online products or services.

Cookies – what are they?

A “cookie” is a small text file that’s stored on your computer, smartphone, tablet, or other device when you visit a website or use an app.

Some cookies are deleted when you close down your browser. These are known as session cookies. Others remain on your device until they expire or you delete them from your cache. These are known as persistent cookies and enable us to remember things about you as a returning visitor.

This website (www.esmeloans.com) uses session and persistent cookies.

How to control and delete cookies

If you want to restrict or block the cookies we set, you can do this through your browser settings. The ‘help’ function within your browser should tell you how. To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit www.allaboutcookies.org. Alternatively, you can search the internet for other independent information on cookies.

Cookies – how we use them

If you delete cookies relating to this website we will not remember things about you and you will be treated as a first-time visitor the next time you visit the site.

We use cookies and other similar technologies to:

  • Provide products and services that you request and to provide a secure online environment
  • Manage our marketing relationships
  • Give you a better online experience and track website/app performance
  • Help us make our website/app more relevant to you.

Here we explain a bit more about each of these types and how you can control their use.

Essential Cookies

Cookies that are essential for us to provide a product or service you have requested and to provide a secure online environment

Without these cookies we are unable to provide some products or services that you might request. Other essential cookies keep our website secure. This category of cookies cannot be disabled.

Essential cookies are used to:

  • deliver interactive services, such as:
    • online banking
    • product applications
    • web chat
    • call-backs

  • maintain online security and protect against online fraud
  • record your preference regarding our use of cookies on your device.

Specific cookies used, include:

  • Loan amount
  • Loan period
  • Esmeloans Verification and authorization token

Performance Cookies

Tracking website performance

These cookies collect aggregated information and are not used to identify you.

We use this type of cookie to understand and analyse how visitors use our online services and look for ways to improve them. For example, a cookie might tell us that lots of people give up on an application process at a particular step – so we can try to make that step easier to complete.

The analytics cookies we use include:

  • Google Analytics, which uses cookies to help us analyse how our visitors use the site. Find out more about how these cookies are used on the Google privacy site
  • Esmeloans analytics which uses cookies to help us analyse how our visitors use the site.
  • Lucky orange – help us to track anonymously user behaviour to improve our site usability

Targeting Cookies

These cookies are usually third-party cookies from marketing partners used to deliver adverts relevant to you and your interests. These cookies can track your browsing history across websites. If you wish to prevent this type of cookie, you may do so through your device’s browser security settings.

The third-party companies we partner with include:

  • Doubleclick
  • Facebook
  • Amazon
  • OMG
  • Google Search Adwords

Cookies in emails

As well as the cookies we use on our website/app, we use cookies and similar technologies in emails. These help us to understand whether you’ve opened an email and how you’ve interacted with it. Cookies may also be set if you click on a link within the email.

The types of cookies we use are:

  • Pardot mails campaign

How to control and delete cookies

If you don’t want to accept cookies in emails, you can set your browser to restrict or reject cookies, or you can close the email before downloading any images or clicking on any links.

Contact us

020 3936 4800
9am - 5pm Monday to Friday (excl. bank holidays)
Esme Loans Limited
40-42 Islington High Street
N1 8EQ - view on google maps

Need help?

Contact us