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Online Privacy Statement

Last Updated

October 30, 2019

Laurel Road from KeyBank
Online Privacy Statement

Laurel Road is a brand of KeyBank National Association offering online lending products in all 50 U.S. states, Washington, D.C., and Puerto Rico.  Mortgage lending is not offered in Puerto Rico. All loans are provided by KeyBank National Association, Member FDIC and Equal Housing Lender.  As used throughout this Online Privacy Statement (“Statement”), the terms “we”, “us”, and “our” mean KeyBank National Association and its affiliates, agents, guaranty insurers, investors, assigns, and successors in interest.

This Statement only applies when you visit the Laurel Road website (www.laurelroad.com) and any associated websites, products, services, online platforms, or mobile applications (collectively, the “Site”).  By using the Site, you are accepting the terms of this Statement and you are consenting to our collection, use, disclosure and protection of your information as described in this Statement.

We are committed to maintaining the privacy and security of personal information submitted by visitors of the Site. This Statement explains how this Site collects, uses, and shares information. Other Key policies, such as the KeyCorp Privacy Notice, may also apply when visiting the Site.

Third-Party Websites

We use trusted third-party content and service providers to enhance our customers’ online experiences. The enhancements offered to you by these service providers and third-party websites may include surveys, advertisements, online calculators, forms, and other online tools and applications. As such, we may provide links to websites neither owned nor operated by us. This Statement does not apply to the online practices of these third-party websites.

When you click on a link and visit a third-party website, you will be subject to that website’s privacy and security practices. You should familiarize yourself with the privacy statement, terms of use, and security practices of the linked third-party website before providing any information.

Information We Collect

When you visit our Site, we may collect information about your online session, such as the pages that you visit, the other websites visited just before and just after our Site, the browser or device you use to access our online services, your IP address, the domain name of your internet service provider (“ISP”), and the date and time of your visit. We may also collect location data if you have enabled access to this data within your browser or device.

We also collect the information that you provide to us during your session, such as when you log in or fill out an application for a product or service. This information can include name, email address, Laurel Road account password, postal address, telephone number, account number, date of birth, and/or social security number, if you choose to provide it.

How We Collect and Use Information

We or our service providers collect and use information for several purposes, including: to provide you with personalized products and services, to respond to your requests or inquiries, to provide tailored advertisements, to verify your identity, to detect and prevent fraud, and to improve the online services we provide. Information is collected when you provide it to us as well as through “cookies” and other tracking methods. Cookies are small amounts of data stored by your web browser that provide a web site with information such as the time of your last site visit and the pages you viewed.

Most web browsers allow you to delete or decline cookies, however doing so may impact your online experience. If you have disabled the use of cookies or your browser otherwise does not accept cookies, you will not be able to log in to your account or apply for products and/or services online. Refusal of cookies may disrupt or disable other features of the Site, such as the security features that automatically terminate your session if you forget to logout.

Your IP address is an identifying number that is automatically assigned to your computer by your ISP. This number is identified and logged whenever you visit the Site.

Other Ways Information Is Collected
  • Online Surveys and Forms

Information you provide while completing surveys and forms on the Site may also be collected and stored. Unless otherwise stated, this information is used to help us develop a superior Web experience and enhance products and services.

  • Email and Online Chat

Information sent via email or Laurel Road’s Online Chat functionality may be retained in order to respond to your requests or inquiries and for quality assurance purposes.

  • Online Behavioral/ Interest-Based Advertising

We may partner with third-parties to deliver and monitor advertisements on our Site and other sites across the web. We and/or our partners may monitor and record advertisement “click-through” rates, Web traffic, activities on third-party websites, and other activities in order to improve visitor experience and provide relevant advertising. We and/or our partners may use cookies, Web beacons, or other monitoring technology to compile statistics about website traffic.

To learn more about this type of advertising, including how to opt out of certain types of online advertisements, please visit the Network Advertising Initiative’s website at www.networkadvertising.org.

  • Google Analytics

We have implemented several Google Analytics for Display Advertisers Features, including:

    • Remarketing with Google Analytics
    • Google Display Network Impression Reporting
    • DoubleClick Platform Integrations and/or
    • Google Analytics Demographics and Interest Reporting

These features are used to understand how our advertising performs and to improve our marketing efforts and the Websites. For example, we use Google Remarketing and/or DoubleClick to advertise our products and services. Third- party vendors, including Google, show our ads on sites across the Internet.

We and third-party vendors, including Google, use first-party Google Analytics cookies and third-party DoubleClick cookies together to serve advertisements that may be of interest to you based on your past visits to the Website. For more information on how Google Analytics collects and processes data, please see https://www.google.com/intl/en/policies/technologies/ads/.

We will not use these features to track, collect or upload any data that personally identifies an individual (such as a name, email address or billing information), or other data which can be reasonably linked to such information by Google.

You Can Opt Out of Google Analytics for Display Advertisers Features By:


  • Social Media

We provide information about our products, services, and community involvement on social media sites like Facebook and Twitter. Please keep in mind that any information you share on these social media sites is visible to all users. You should never post any sensitive personal information (such as account number or social security number) on these sites. Please carefully review the Terms of Use and Privacy Policy on these sites as they may be different than our own policies.


How We Share Information

Please see the KeyCorp Privacy Notice to learn more about how information may be shared by us and how you may limit certain types of sharing.

How We Safeguard Information

We implement security measures designed to protect your information from unauthorized access. Your account is protected by your account password and we urge you to take steps to keep your personal information safe by not disclosing your password and by logging out of your account after each use. We further protect your information from potential security breaches by implementing certain technological security measures including encryption and firewalls. However, these measures do not guarantee that your information will not be accessed, disclosed, altered or destroyed by breach of such firewalls and secure server software. By using our Service, you acknowledge that you understand and agree to assume these risks.

How You Can Manage Information Collected

Keeping your account information accurate and up to date is important. If your account information is incomplete, inaccurate or not current, please update your information through the Site or call Laurel Road’s customer contact center at (855) 245-0989

You can also limit how we share your information (as outlined in the KeyCorp Privacy Notice) and adjust your solicitation preferences by calling Key’s Privacy Line at (800) 361-0968.

“Do Not Track” Requests

Some browsers have a “do not track” feature that lets you tell websites that you do not want to have your online activities tracked. At this time, we do not respond to browser “do not track” signals, but we do provide you the option to opt out of Google advertising features, as noted above.

Children’s Information

This Site is not directed to individuals under the age of thirteen and does not knowingly collect information from these individuals. We request that those under the age of thirteen do not provide information through our Site. You can learn more about the Children’s Online Privacy Protection Act (COPPA) at the Federal Trade Commission’s website.

Changes to this Statement

This Statement is subject to change from time to time. When changes are made, we will communicate these changes to you by posting the revised Statement on this page and adjust the “Last Updated” date. Any changes to this Statement will become effective on the date of posting unless indicated otherwise.

Last Updated: April 3, 2019