Complete FS Takes Data Security to the Next Level with Mailock

Complete FS packages specialist lending for mortgage advisers across the UK - and much of that work still moves by email.

As a specialist lending packager, the firm liaises with lenders, underwriters, advisers, and introducers while handling sensitive personal and financial information.

They set out to strengthen their email security and safeguard personal data in transit.

Who Are They?

Complete FS provides packaging services to mortgage advisers across the UK.

They liaise with lenders, underwriters, and advisers to help get specialist lending applications approved and processed quickly and compliantly.

The Challenge

Complete FS needed to protect sensitive client communications and support compliance expectations under legislation such as the GDPR.

Standard email platforms, while efficient, did not offer the encryption or authentication safeguards required to protect personal financial information - leaving both client data and the business open to risk.

"The evidence cannot be ignored. While we’ve not suffered any direct issues, the opportunities for stealing data are growing and in handling sensitive personal data, we risk the possibility that fraud could take place if we ignore what we believe is our responsibility to introducers and their customers."

Phil Jay, Director, Complete FS

The Solution

To address the issue, they partnered with Beyond Encryption, an ISO27001-certified UK secure digital communications provider and developer of the Mailock secure email platform.

After evaluating alternative providers, they chose Mailock for end-to-end encryption and secure recipient authentication.

Mailock helps make sure only the intended recipient can open a message, while message tracking gives senders visibility when secure mail is accessed - helping establish a verifiable communication trail and reduce fraud risk.

The Outcome

With Mailock, Complete FS integrated the platform into their existing systems and improved the security and auditability of their email communications.

They also extended a subsidised Mailock licence offer to their introducers, enabling them to build a secure ecosystem across their wider network - improving protection for all parties involved.

"The decision to invest in this encryption technology was an easy one once we’d evaluated competing providers. Customers can feel reassured that their data is now fully protected. I’d urge all our introducers to follow our lead - sending sensitive data by standard email leaves it open to cybercrime and may even contravene GDPR."

Phil Jay, Director, Complete FS

Specialist lending applications still move sensitive personal and financial data between packagers, advisers, and introducers by email.

FAQs

Why Did Complete FS Need Secure Email?

Complete FS handles sensitive mortgage packaging information across lenders, advisers, underwriters, and introducers.

What Risk Was Standard Email Creating?

Unprotected email can expose personal and financial information when documents are misdirected, intercepted, or opened by the wrong person.

What Should Mortgage Packagers Consider?

Look at how sensitive documents move between parties, how recipients are verified, and what evidence the firm keeps after sending.

References

UK GDPR guidance, Information Commissioner’s Office, 2024

Reviewed by

Sam Kendall, 29.05.26

This content is for general information only and is not legal advice.