Privacy Policy and Cookie Notice

Privacy Policy

As a financial services company we have an important responsibility to protect the data you share with us and ensure your privacy is maintained. This document is intended to help you understand what information we collect, how we use it and how you can control that information.

Where we refer to “Octopus Money”, “we”, “us” or “our”, we mean TW11 Wealth Management Limited, a Company registered in England (No. 10339119). TW11 Wealth Management Limited is authorised and regulated by the Financial Conduct Authority (FCA). The firm reference number is 763630.

What we collect

Information CollectedWhen We Collect It
Your name and contact details (email, phone number)When you contact us through the Octopus Money website

When you enquire about Octopus Money through marketing partners or services (e.g. VouchedFor)
Your name and work email addressWhen your employer introduces Octopus Money as an employee benefit, and asks us to email you on their behalf.
Information about your finances including:
– Savings
– Investments
– Pensions
– Mortgages
– Insurance
– Income and Expenditure
To create your financial plan

When you use the Octopus Money financial planning tool

When you use the Octopus Money financial services
Payment information / Bank Account informationWhen you choose to pay for Octopus Money through Direct Debit

When you claim the Octopus Money Referral Reward
Employment information, including your current employer and occupationWhen signing up to Octopus Money and/or when creating your financial plan
Communications we have with you(emails, online chat, letters, telephone call recordings, audio recordings from in person meetings)When you get in touch with us

When you have a coaching session or other communication with a Financial Coach

When you respond to requests for feedback
Information about your location and how you use our websiteWhen you use the Octopus Money website or Octopus Money financial planning tool

When you update your account

When you open our emails
Information publicly available on your social profilesWhen you like or otherwise interact with us on Facebook, Twitter or LinkedIn
Sensitive data including gender, sexual orientation and health informationWhen creating your financial plan

When providing our Insurance & Protection Service
Copies of your passport, driving licence or other official documentation so that we can verify your identityIf we cannot identify you using electronic verification methods, we may need copies of these documents to do so
Information on how you use our online services, including our website:
For example, the IP address of the devices you use to access our services and other technical usage data.
When you use our website and other online tools
Information we receive from other companies within the Octopus Group, provided you agreed with them that they can share it:When Group companies share your data with us (provided you agreed to let them do so)

How we use the information that we collect

What we use your information forLegal basisOur legitimate interest
To build and update financial plansTo fulfil our contract with you
To provide financial services to youTo fulfil our contract with you
Communicating with you as part of the Octopus Money serviceTo fulfil our contract with you– Ensure our clients are aware of all of the services available to them through Octopus Money
– To notify clients of changes to legislation, tax rules or other things that will affect their finances and/or where some action would improve their finances.
– To encourage clients to recommend Octopus Money to their friends and/or colleagues
Referring you to a non-Octopus Money financial adviserLegitimate interest– To ensure clients get financial advice in the event that Octopus Money turns out not to be suitable for their needs. 
To inform you about our news and offers you might be interested inLegitimate interest– To develop our products and services.
– To keep you informed about services offered by Octopus Money.
To carry out research and development
To test new products and services
Legitimate interest– Identify ways to improve our services
– Be efficient about how we fulfil our contracts, provide our services and fulfil our legal duties
To process, respond to and resolve feedback and/or complaintsLegitimate interest– Identify ways to improve our services
– Be efficient about how we fulfil our contracts, provide our services and fulfil our legal duties
To ensure compliance with our legal obligations as a regulated financial advice firmWe have a legal duty
To detect and prevent fraud and/or financial crimeWe have a legal duty

How we share information we collect

Sharing anonymised or aggregated data

We will from time to time share data with partners, other third parties and/or publicly which shows how the Octopus Money service is used, the financial wellbeing of our customers, and any feedback we have received about Octopus Money. We do this so that we can validate the impact we are having, and identify areas to improve either our impact, or other things we or our partners could do to improve financial wellbeing. All personal information used for this purpose will either be anonymised and/or used in aggregate such that no individual person will be identifiable.

Sharing information with third party providers of Financial Services as part of the Octopus Money Service

Some of the financial services included as part of the Octopus Money Service are delivered by a third party service or financial adviser. We select our partners carefully to ensure they offer a high quality service and are the most suitable option for our clients. Examples include:

  • Investment firms (such as fund managers), insurers, insurance or credit brokers and similar organisations who offer financial products
  • Providers of third party data sources to verify your identity and prevent fraud
  • Providers of financial planning, content management or productivity software and tools.

We may share you data with any organisation which you disclose to us that might hold information about your investments, pensions and other financial products or anything else we might need to know about. This includes:

  • Your existing providers
  • Your current and past employers
  • Government departments
  • Other persons or organisations we believe may help us.

To ensure that clients receive the best possible customer experience, we will share the information those third parties will require in order to contact you and deliver the services required.

For example, a client who needs a mortgage would be referred to our specialist whole of market mortgage broker. We would share information about the client’s name, contact details and relevant financial information that the mortgage broker will need to get a mortgage quote.

We may also request permission to share sensitive information about you to those third parties where the information is essential to carrying out the requested service. For example when referring you to our Protection Specialist we will request permission from you to let them know about any health conditions you have told us about. This information will only be shared with your explicit consent.

All third parties will also be obliged to handle your personal information appropriately and will have a privacy policy in place.

How long we keep information

The length of time that we store information we have collected about you depends on the type of information and what it was collected for.

As a regulated financial advice firm we are required to demonstrate that we are compliant with the laws and regulations related to providing financial advice. Therefore, we will retain a record of our clients, their financial plans and the financial services we provide for an indefinite period.

All other information will be retained for as long as required for the uses outlined above. When your information is no longer needed, we will either delete or anonymise your information.

Where your data is stored

The vast majority of personal data stored by Octopus Money is held within the UK and Ireland. However, we do use a number of third party services which store and process data in the USA. We have implemented a number of processes and policies to ensure that the security and privacy processes and policies of our third party services are at least as protective as our own.

We also have written contracts with every third party to ensure compliance with GDPR and ensure your rights are protected. We review our third party services at least annually to ensure ongoing compliance.

If you have any questions or concerns about the storage of your data, please contact us at

Your Rights

Under the terms of the General Data Protection Regulation (GDPR) you have the following rights:

You can ask us for a copy of the personal information we hold about you; we will provide this free of charge.

You can inform us of any changes to your personal information, or if you want us to correct any of the personal information we hold about you.

In certain situations, you can ask us to erase the personal information we hold about you, or object to particular ways in which we are using your personal information. Please note that we may need to retain certain information for recordkeeping purposes, to complete any transactions that you began prior to your request, or for other purposes as required or permitted by applicable law.

Where we are using your personal information on the basis of your consent, you are entitled to withdraw that consent at any time.

Moreover, where we process your personal information based on legitimate interest or the public interest, you have the right to object at any time to that use of your personal information by contacting

For security reasons we may ask for proof of your identity before we disclose information about you, or to you, via email or over the telephone.

Cookie Notice

Privacy and your rights

Cookies are used to uniquely identify a person and therefore at Octopus we treat them as personal identifiable information. Cookies are used for analytics and advertising to improve the experience and relevance of our websites. At Octopus we want our customers to understand what cookies are by being jargon free, whilst also being transparent regarding how we use them, please see the What are cookies? What cookies do we use? and How do I turn cookies off? so you are fully aware.

As a user of our website we want you to have a choice and by simply browsing our website does not mean you agree to the use of cookies. We ask you when you first visit our website via a pop-up banner to accept or reject the use of cookies, this pop-up clearly explains why we use them and ask you to make an affirmative action by clicking “Accept Recommended Settings”. If you did click accept and wish to withdraw your consent, simply click on the cookie button at the bottom right corner of our website.

What are cookies?

Cookies are small text files that are stored on your browser or device by websites, apps, online media, and advertisements. There are different types of cookies. Cookies served by the entity that operates the domain you are visiting are called “first party cookies.” Therefore, cookies served by the Octopus Money website whilst you visit are first party cookies.

Cookies served by companies that are not operating the domain you’re visiting are called “third party cookies.” For example, we may allow Google to set a cookie on your browser while you visit, and that would be a third-party cookie. Cookies may also endure for different periods of time. “Session cookies” only last as long as your browser is open.

These are deleted automatically once you close your browser. Other cookies are “persistent cookies” meaning that they survive after your browser is closed. For example, they may recognise your device when you re-open your browser and browse the internet again.

What cookies do we use?

We use the following cookies:

Analytical and performance cookies. We may use analytics service providers in relation to the Octopus Group websites’ traffic analysis and reporting. Analytics service providers generate statistical and other information about the use of the Octopus Group websites by using cookies. They allow us to recognise and count the number of visitors and to see how often visitors return to the Octopus Group websites, how long they stay and how visitors move around the Octopus Group websites when they are using them. This helps us to improve the way the Octopus Group websites work, for example, by ensuring that users are finding what they are looking for easily. The information generated relating to the Octopus Group websites may be used to create reports about the use of the Octopus Group websites and the analytics service provider will also store this information.

Advertising and targeting cookies. These cookies record your visit to the Octopus Group websites, the pages you have visited and the links you have followed to other websites. We will use this information to try and make the Octopus Group websites and other websites that you visit more relevant to your interests. We may also share this information with others, within the Octopus Group and carefully selected third parties for this purpose.

Functionality cookies. We may use functional cookies that allow us to remember choices you have made in relation to the Octopus Group websites so as to provide a more personalised experience and enhanced user experience by delivering content specific to your interests.


We try and make it easy to share content and to see what content is popular on those networks. We add buttons to allow people to easily share to those networks. When we include these social plugins’, it gives those sites the flexibility to use cookies. They can’t read any cookies we set from our Octopus Group websites, and we can’t read any cookies they set, but it lets them do the same kind of traffic measuring that we do on the rest of the Octopus Group websites, and it also lets them know whether you’re logged in. Other websites and services (including, for example, advertising networks, providers of external services like web traffic analysis services and content recommendation engines) may also use cookies, over which we have no control. These cookies are likely to be analytical/performance cookies or targeting cookies.

Octopus Group websites uses cookies to distinguish you from other users and to improve your experience on the Octopus Group websites and to recommend content that may be of interest to you. When you visit the Octopus Group websites we will ask you whether you agree to our use of cookies.

You can indicate your acceptance of our use of cookies by clicking “Accept Recommended Settings” in the bottom right corner on this website on the banner that appears on the Octopus Group websites. If you do not agree to our use of cookies, then you may continue to use the Octopus Group websites but your browsing experience may be affected. 

How do I turn cookies off?

You can use your browser settings to accept or reject new cookies and to delete existing cookies. You can also set your browser to notify you each time new cookies are placed on your computer or other device.

Octopus Money is a trading name of TW11 Wealth Management Limited. Registered in England and Wales (No. 10339119). Authorised and regulated by the Financial Conduct Authority. Our Financial Services Register number is 763630.