policy/policies. This could invalidate your insurance cover and could mean that part or all of a claim may not be paid.

7. Handling client money and/or insurer money We hold client money collected for onward transition to the insurance undertaking and return premiums/credits/claims payments in a Client Bank Account, under a Non-statutory Trust in accordance with the authorisation we have from the Financial Services Authority to do so. We are governed by strict rules pertaining to Client money, set down by the FSA. Where we hold monies in a client bank account we may earn interest on monies held, which will be retrained by us. In certain circumstances client money may be transferred to a third party. Your acceptance of this agreement constitutes your informed consent for the handling of all such monies.

8. Cooling off period We will give you enough information and help so you can make an informed decision before you make the final commitment to buy your insurance policy. However you will have 14 days to change your mind and cancel the insurance contract from the time you receive the policy documentation.

NB This only applies to “retail customers” as defined by the FSA.

9. Notification of incidents It is essential that you immediately notify us of all incidents that may result in a claim against your insurance policy. You must do so whether you believe you are liable or not. Any letter of claim received by you must be passed to us immediately, without acknowledgement. Only by providing prompt notification of incidents can your insurance company take steps to protect your interests.

10.Claims handling arrangements Your policy document will generally give you details on whom to contact in order to make a claim. If this information is not provided, or you require assistance, please contact us. We will then advise you as to what action is required and by whom. You will be required to provide full details of your claim and you will be advised as to how you should do this. We will employ due care and skill if we act on your behalf in respect of a claim.

11. Confidentiality of personal data All personal information is treated by us as confidential and is processed in accordance with the relevant legislation. We will not use or disclose personal information without your consent, other than in the normal course of arranging or administering your insurances, except where we are compelled by law (including by

regulators or law enforcement agencies) to disclose such information. In such instances personal information held by us may be disclosed on a confidential basis, and in accordance with the Data Protection Act 1998, to such third parties.

We may also use the information we hold about you to provide you with information on other products and services we can offer which we feel may be appropriate to you.  If you do not wish to receive marketing information from us please write to us at the address below.  Under the Data Protection Act 1998, you have rights of access to any personal information we hold about you in our records. If you have any queries concerning this, please contact us.

12. Complaints and compensation It is our intention to provide you with the highest level of customer service at all times. However, if you should feel dissatisfied with your insurance cover in any way, or with the levels of service we have provided, then we operate a comprehensive Complaints Procedure to assist you with your complaint. Should you wish to complain, you may do so either orally to any member of staff  by telephoning us on 020 8511 1070 or in writing to us at 17 Heritage Avenue, Beaufort Park, London NW9 5FW.

In line with our complaints procedure, we will formally log the complaint and refer the matter to a staff member who is independent from the reason for the complaint. All complaints will be acknowledged in writing within 5 working days of receipt. We will provide you with a full written response within 20 working days or explain the current position of your complaint and provide you with a timescale for a full response. If we cannot satisfy your complaint you may be entitled to refer it to the Financial Ombudsman Service.

13. Financial services compensation scheme We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of insurance, size of the business (if a commercial customer) and the circumstances of the claim. Further information about compensation scheme arrangements is available from FSCS.

14. Cancellation of insurances You should make any request for the cancellation of a policy in writing and any relevant certificate of insurance should be returned to us or the insurer concerned. The terms of your policy may allow insurers to retain the premium in full or to charge short-period premiums in the event of cancellation.