How we deal with you and your insurances

This page gives you important information on your rights and how we deal with you and your insurance and must be read in conjunction with the accompanying correspondence and documentation, We would recommend that you read it carefully and keep it with your insurance documents. Our intention in issuing this document is to establish clearly and concisely with you the basis on and extent to which we will provide you with services (“the Services”) in relation to each insurance policy which we arrange on your behalf.

If there is a more specific agreement in writing between us then such agreement shall prevail to the extent of any conflict with this page. In transacting business with us, you will be deemed to accept the terms of this page (if applicable) together with any specific agreement between us and you. if you do not wish our relationship to be governed in such a manner, you need to notify us in writing before we proceed to arrange the insurance.

Who Are We?

Thistle Insurance Servives Ltd (“TISL”). TISL is a wholly owned subsidiary of PIB Group. Our registered address is 68 Lombard Street, London, EC3V 9LJ but our day-to-day contact details are as detailed in your documents. For the purposes of this page and our agreement with you, the “PIB Group” shall comprise any company owned or controlled by PIB Group.

We are authorised and regulated by the Financial Conduct Authority. Our Financial Conduct Authority Registration Number is 310419. You may check this information and obtain further information about how the Financial Conduct Authority protects you by visiting the Financial Conduct Authority website http://register.fca.org.uk/ or by contacting the Financial Conduct Authority on 0800 111 6768 or 0300 500 8082 (from within the UK) or +44 20 7066 1000 (from outside the UK).

Whose Products and What Service Do We Offer?

The provider (s) of your product (s) is (are) outlined in your document correspondence.

In some circumstances our involvement is pursuant to a contract with insurers, known as a binding authority, which allows us to provide quotations, grant cover and administer your insurance, including the collection of premiums. If we arrange your insurance under such an agreement, in dealing with the underwriting and administration of your risk, we will be acting primarily on your behalf of insurers.

We will use all reasonable endeavours, to monitor, using publicly available information, the financial standing of each insurer with whom we place cover and to use only insurers who have a satisfactory financial status. The financial standing or condition of an insurer can, of course, change after the insurance has incepted.

We accept no responsibility for the financial standing or financial performance of an insurer or to advise you of any change in the same before or after inception and will not be responsible in any circumstances in the event that an insurer is unable to for whatever reason meet their obligations to you.

How Are We Meeting Your Needs?

We will advise and make a recommendation for you after we have assessed your needs for commercial insurance by means of a fact find. Your demands and needs requirements will be addressed in the covering correspondence however, if we cannot match all of your requirements, we will explain the differences in the service or policy we offer so that you can make an informed choice.

Placing Your Insurance

We will take diligent and timely steps to implement your instructions and, subject to available insurance market and you giving us adequate notice, place all of the required insurance before its intended date of inception, renewal or extension, confirming to you prior to such date the coverage that is in place. If we are unable to fulfill your instructions, we will bring this promptly to your attention. We will advise you by letter, email, or other agreed means of communication, of the completion of the insurance arrangement(s). We will then arrange for appropriate documentation to be forwarded to you by email or hard copy upon your request which we will provide you with formal confirmation or evidence of the insurance and the amount of premium due. We advise you to check the following documentation when you receive it:

  • Evidence of Cover, which provides details of the main terms of the insurance identifies the insurers with whom it has been placed. You should check the Evidence of Cover and satisfy yourself that it is entirely in accordance with your understanding and instructions. Any variance should be advised to us immediately and any correspondence should quote the Evidence of Cover reference.
  • A Premium Debit Note / Invoice, which indicates the gross premium charged by the insurer for your insurance, any deductions allowed for you and the net amount of premium payable to us. Where an insurer requires premium to be paid directly to it, this will normally be indicated on the Premium Debit Note or invoice.
  • A Policy / Certificate which sets our comprehensively the terms of the insurance and replaces any earlier Evidence of Cover. We will seek to obtain and, subject to any lien which we may be legally entitled to exercise, issue to you as soon as practicable any insurance policy or certificate documents which may be required in relation to the insurance.

Taxes, Duties and Other Charges

Any insurance premium tax, duty or other charge which is payable in addition to the premium (for which the policyholder is responsible) and which needs to be remitted to the appropriate authority by the insurers, or which is allowed by your insurers to be deducted from the premium payable, will be indicated on the Premium Debt Note or invoice. If a tax, duty or other charge is allowed to be deducted by you from the premium payable; it is your responsibility to ensure that it is remitted to the appropriate authority.

Payment Terms 

Premiums should be paid within the timeframe stipulated by the insurers or us.

Failure to pay on time may lead to the cancellation and/or avoidance of your insurance. We will advise you of any other special premium payment condition or warranty.

Amendments

If you require a subsequent amendment to the terms of the insurance, you should advise us in writing at the earliest opportunity, specifying the required identification of change(s) and enclosing any relevant supporting information. As noted below under ‘Your Duty to Give Information’, if your policy is governed by the laws of England and Wales, Scotland or Northern Ireland, the duty to disclose material circumstances ressurects itself when amendments to the insurance are proposed.

We will then seek the necessary agreement(s) from the insurers and confirm to you in writing when the amendment has been effected, or of any inability to effect the required amendment.

An addendum to the Evidence of Cover, or endorsement to the Policy or Certificate of Insurance, together with a debit note or credit note, indicating respectively any additional or return premium due, will be issued to you as necessary. Any return premiums will be credited to you net of our brokerage commission.

How Are We Paid 

We are usually paid by commission paid to us by your insurer or service provider. For services performed for the insurer, in connection with the insurance contract, we may be entitled to further separate payment from the insurer. Some insurers may separately make payment to us reflecting the aggregate income and or profitability of our entire account with them.

We may charge an administration fee dependent upon the total overall premium level due to ourselves. Fees charged are non-refundable. Administration fees, are stated below:-

Consumer Customers, with a total premium spend of less than £1,500:-

Motor – New Business £50, Renewal £50, Mid Term Amendments £25, Cancellations Nil

All other policy types – New Business £35, Renewal £35, Mid Term Amendments £20, Cancellations Nil

Commercial Customers, with a total premium spend of less than £5,00

Motor – New Business £50, Renewal £50, Mid Term Amendments £25, Cancellations Nil

All other policy types – New Business £35, Renewal £35, Mid Term Amendments £20, Cancellations Nil

Any fee charged will not cover any work we do in relation to insurance policies which have not yet incepted or which we are not yet responsible for administering.

Other companies may be involved in placing your insurance(s) and where such companies are involved they may charge a fee for their services.

Our commission and are fees are earned for the policy period and we will be entitled to retain all commission and all fees in respect of the full policy period in relation to policies placed by us, even if the contract is terminated for any reason and even if you choose to appoint another intermediary in our during the currency of your policy.

You are entitled at any time to request information regarding any omission which we may have received as a result of placing your insurance business. Please contact us for more information.

How We Treat Money That We Collect From You

Under the rules set out in the Financial Conduct Authority Client Assets Sourcebook (“CASS Rules”), where we collect: (a) premium due to be paid to your insurers, (b) return premium due to be paid to you; (c) claims monies due to be paid to you (together, “Client Money”), then we will hold such Client Money in a statutory trust bank account or a non-statutory trust (“NST”) bank account.

Where we hold Client Money in an NST bank account, the CASS rules permit us to use Client Money held on behalf of a client to pay another client’s premium before the premium is received from that other client, and to pay premium refunds to another client before we receive payment from the insurer. However, we are not entitled to use client money to pay commissions before we receive the relevant premium from the client.

Any interest earned on client money held by us and any investment returns on any segregated designated investments will be retained by us for our own use, rather than paid to you.

However there are certain insurers on our panel with whom we have terms of business agreements, the effect of which is to transfer the credit risk on premium and claims recoveries held by us to the particular insurer. As a consequence, for those insurers any premium and claims recoveries we hold are held on their behalf as their agent and not on your behalf as your agent.

We also hold monies received under any binding agreements we have with insurers on their behalf as their agent and not on your behalf as your agent in a separate designated account or in an NST bank account.

Your Duty To Give Information 

You must be aware of the duty of fair presentation, which is the duty of disclosure in relation to insurance, and the potentially severe consequences of its breach,

The duty of fair presentation under the laws of England and Wales, Scotland and Northern Ireland is a duty to provide to the insurers:

  • disclosure of every material circumstance which the insured knows or ought to know, or
  • failing that, disclosure which gives the insurers sufficient information to put a prudent insurer on notice that it needs to make further enquiries for the purposes of revealing those material circumstances,

in a manner which would be reasonably clear and accessible to a prudent insurer. This means that careful thought must be given to the manner in which information is presented. You should also ensure that every material fact presented to insurers is substantially correct, and that anything you tell insurers as a matter of expectation or belief is done in good faith.

A material circumstance is one which would influence the judgement of a product insurer (not necessarily the insurer in question) in determining whether to take the risk and, if so, on what terms. Examples of such circumstances could be the detail of any previous claims, whether related to this business or any previous businesses you have owned or been responsible for; changes in the materials used in the construction of your premises, or any changes in the nature of the security measures you employ. Please note that those examples are for illustrative purposes only and are by no means exhaustive or conclusive.

It is important to understand who in your business has “knowledge” for the purposes of this duty.

  • if you are an individual, you will be presumed to know what you actually know and what is known by the individuals responsible for your insurance (such as your broker);
  • if you are a corporate entity, you will be presumed to know what is known by the business’s “senior management” and the individuals responsible for its insurance (such as your risk management team and your broker).

We will seek to agree with insurers in advances of any placement whose “knowledge” counts for the purposes of the duty, and will in any event provide you with guidance on this.

Please note that you will be treated as knowing:

  • material circumstances of which you (or the relevant persons identified above) have actual knowledge.
  • material circumstances which you suspect but you have deliberately refrained from confirming or enquiring about; and
  • material circumstances about what you ought to know (i.e. circumstances which should reasonably have been revealed by a reasonable search of information available to you)

This means that in some circumstances the responsible individuals will be required to make enquiries, and the information (and therefore the scope of those enquiries) may not necessarily be limited to that held by the business. We will provide advice and guidance on the nature and extent of searches that may be required to comply with the duty.

The duty of the presentation continues up until the insurance has been concluded and ‘resurrects’ in the event of any amendment to the risk during the policy period or extension/renewal. It may also be that the terms of the policy include specific ongoing disclosure conditions or warranties which effectively extend certain disclosure obligations post inception of the policy.

In completing a proposal or claims form or any other material document relating to an insurance policy and in providing information to or for insurers, the accuracy and completeness of all answers, statements and/or information is the policyholder’s own responsibility and it is of paramount importance that all relevant information is provided and that it is accurate. Should you so require, you may request that we assist you by providing examples of the sorts of matters which ought to be disclosed as being material or arguably material circumstances. In general terms, or specific to your risk from the knowledge we gain from working with you to understand your risk.

In the event that there is a breach of the duty of fair presentation, the insurers are generally limited to “proportionate remedies”, linked to what they would have done if the risk had been fairly presented. This may result in the imposition of different terms, or the proportionate reduction of claims where a higher premium would have been charged. In circumstances where the insurer would not have been entered into the contract on any terms it can avoid the contract and refuse all claims, but must return the premium. If the breach is deliberate or reckless the insurer can avoid the policy, refuse all claims and keep the premium.

The duty of disclosure and the consequences of its breach may vary from that stand above, dependent upon the law(s) of which country is applicable to the insurance. If you have instructed us to place cover governed by the laws of a country other than England, Wales, Scotland or Northern Ireland we recommend that you obtain advice as to your obligations under the relevant law. If you are not sure about which law applies to your chosen policy, please refer to your normal contract.

If you are in any doubt as to the ambit of the duty of disclosure or whether a piece of information ought to be disclosed, please do not hesitate to contact us.

Warranties & Subjectivities Relating To Your Insurance 

You should familiarise yourself with all terms of any insurance policy that you purchase. If your policy contains any warranties (these will usually begin with words such as “the insured warrants…” and are likely to refer to behaviours expected of you), these should be treated seriously and strictly complied with. Failure to do so may entitle the insurer to decline a claim under your policy. If you discover that you are in breach of a warranty (for example, where you have not carried out the behaviour expected of you under your policy), then you should make a record of this, endeavour to remedy a breach as quickly as possible, and record when the breach was remedied. If it is not possible to remedy the breach, please advise us promptly. If you have any concerns or doubts about what to do, including as to whether your policy contains any warranties, please contact us.

Where the provision of your insurance is subject to fulfilment of a particular requirement (known as a subjectivity) and that subjectivity is not fulfilled, then your insurance may be invalidated. So, it is very important that you promptly satisfy all subjectivites in your policy so that they can be removed. These could include obligations upon you to take certain steps (the example the setting of a burglar alarm at night in a theft policy). If you are unsure as to whether your policy contains any subjectivites, please contact us.

Communications By Email

  • Integrity and Receipt: we may use ordinary email to communicate with you and to send you documents. you acknowledge that communications sent by email are not secure. Whilst email communications are now common in the insurance market, there is no certainty of the completeness, accuracy or even the receipt by the intended recipient of a message or data file sent by email. We accept no responsibility if information sent by you to us by email is incomplete or corrupted. We will also be entitled to act upon any instruction from you received by email which reasonably appears to have been sent by you. For important messages, we may ask for a confirmation of receipt and we will acknowledge or respond to those messages that we receive. Hard copies of messages may also be requested or sent where considered appropriate.
  • Confidentiality: by unavoidably having to use third part service providers to ‘deliver’ emails, confidentiality may be outside of the sender’s control. Nevertheless, we will always seek to preserve your confidentiality.
  • Appropriateness: where receipt of a message by a given time/date is critical or the subject matter is of an important nature, such message may be better communicated by alternative means, e.g. courier or recorded post, to ensure that it is received and can then be acted upon. Many insurance policies have provisions which require notice in writing in order to ensure compliance, particularly in relation to claims advices. The use of email in such circumstances may be in appropriate, unless the policy in question specifically allows for email to be used.
  • Viruses: although we regularly carry out virus checks on our computer systems and on data and communications received electronically, we accept no responsibility for viruses which may enter your system or data by these or other means.

We are unable to communicate with you or accept instructions from you by means of text messages and any information sent by these means will be ignored.

Cancellation of Your Insurance

If you need to cancel your insurance your instructions must be in writing, confirming the date cover is to be cancelled and signed by you and any other person named as the insured. This provision shall be read in conjunction with your insurance policy cancellation provisions. To the extent that the provisions of your insurance policy differ, those provisions will prevail.

Claims Handling 

If you need to make a claim please refer to the guidance in the relevant section of your insurance policy. If you need any additional assistance please contact us. Please note that unless we have agreed otherwise in writing, the remuneration we earn by way of brokerage commission and/or fees does not cover our remuneration for claims related services rendered by us, should you require them. We reserve the right to charge for such services, such charge to be agreed with you before we provide the services in question.

Renewing Your Policy

At least 14 days before each policy renewal date we will tell you the premium and terms and conditions that will apply for the following year. If you wish to change or cancel the cover then please tell us before the renewal date.

If you pay the direct debit we will renew the policy automatically and continue collecting the premiums unless you notify us in writing that you wish to cancel the policy.

Data Protection and Confidentiality

We are registered with The Information Commissioners Office in the UK and we undertake to comply with the most current Data Protection Act in all our dealings with your personal data. Your personal information will be kept secure.

Our Data Protection Officer’s contact details are: Data Protection Officer, PIB Group Limited, 68 Lombard Street, London EC3V 9LJ. Email: dpo@pib-insurance.com

We collect your personal data for use by PIB Group Limited and subsidiary companies. We use this personal data for the provision of information or to fulfil the requirements of a contractual or service relationship which may exist between you and our organisation. In addition, special categories of personal data such as data about your health and criminal convictions may be processed on a public interest basis if this is necessary for insurance purposes.

Your data may be passed on to other insurance providers to fulfil the contract or service. More information on how the Insurance market works is available from the London Insurance Market Core Uses Information Notice available on-line here: https://www.londonmarketgroup.co.uk/gdpr

We may share your information with credit agencies and other companies for use in credit decisions, for fraud prevention and to pursue debtors. Specifically, if you ask us to arrange finance for your payment of premium, the companies we ask may perform a credit check. This may happen at inception and each renewal of the policy.

We may use your personal data for other similar purposes, including marketing and communications, but that will only occur if we have your consent or another legal justification for doing so. You have a right at any time to stop us from contacting you for marketing purposes.

Please be aware that telephone calls may be monitored and/or recorded.

You have the right to request access to any of your personal data we may hold. If any of that information is incorrect, you can request that we correct it. If we are not using your information correctly, you can request that we stop using it or that we delete it completely.

If you would like to make a request to see what personal data of yours we hold, you may make a request to our Data Protection Officer using the details above.

Where we have asked for your consent to use your personal data, you have the right to withdraw that consent at any time. If you withdraw your consent, we will stop using your personal data where legally possible. Any processing undertaken before your withdrawal remains valid and lawful.

 

Conflicts of Interest

In performing our Services, situations may arise where we have conflicting interests and we wish to highlight our normal procedures in relation thereto. Where the conflict arises in providing the limited services to the insurers as described elsewhere in this document, we will refrain from performing any further services of a like nature for the insurers unless you have signed otherwise in writing.

Where we act as a agent for two or more clients involved in the same or a related loss situation, we will advise the clients involved of our conflicting interests (if any) and take immediate steps to segregate the claim servicing functions provided to each of the involved clients.

These steps will normally include the assignment of different individuals within our Claims Division to represent the claim interests of such involved client and the establishment of direct communication procedures.

Should a situation arise where our own interests conflict with any duty we owe to you, we will not proceed until such time as you have been fully apprised of the position and you have provided your informed consent on the manner in which we will proceed.

We recognise that in situations of conflicts of interest, you may wish to secure the services of another intermediary to assist you with matters.

Financial Crime

Bribery and Corruption

As an organisation we have in place strict anti-bribery and corruption policies and procedures in accordance with applicable regulatory requirements, rules, laws and regulations (from time to time in force) including, in the United Kingdom, the Bribery Act 2010. We will only trade with other persons who similarly adhere to all applicable regulatory requirements, rules, laws and regulations (“Bribery Laws”).

When you are doing business with is, it is imperative and integral to our relationship with you, that each party to the relationship (you and us) should not (and should ensure that its agents do not) engage in any acts of bribery or corruption contrary to Bribery Laws.

We require any organisation with whom we deal to have appropriate policies and procedures in place to ensure that no such acts of bribery and corruption take place.

Any breach of Bribery laws by any party with whom we transact business will entitle us to serve immediate notice of information of our agreement with such party.

Sanctions and Embargoes

In today’s trading climate, we are increasingly seeing governments imposing sanctions and/or embargoes, and/or banks electing not to handle insurance transaction monies (“Measures” in respect of various countries or persons in such countries in relation to the provision of goods and services, including insurance. These Measures may restrict the provision of insurance or reinsurance cover or movement of monies and services under such cover. Such Measures may require us to:

  • Investigate not only the insured or reinsured or the goods, property and/or interests which they insure to reinsure by also any indirect beneficial ownership of relevant parties or property;
  • suspend any movement of funds until a relevant governmental body confirms that no Measures are being breached and/or a licence can be issues; and/or
  • advise you that our bank(s) have elected not to handle monies relating to your transaction which will prevent the provision of cover and related services.

In addition, some insurers or reinsurers may seek to cancel cover if they believe that it has become illegal because of the imposition of a particular Measure.

We will of course use reasonable endeavours to warn you should we become aware that nay Measures may impact upon any insurance we place on your behalf or restrict to the payment of any premiums or claims.

Code of Ehtical Conduct

We are committed to ensuring the prevention of bribery in all parts of our business and to conducting all of our activities in an honest manner. We expect all of the business counterparties who we work with the share this commitment and to promote the same high standards with their own suppliers and partners. Our Code of Ethical Conduct (the “Code”) sets out in detail how we expect to handle business and what to do if confronted with issues of bribery or corruption. The Code is based on statutory requirements.

The Code covers commitments against corrupt practices and commitments to ethical standards. In conducting business we:

  • work to the highest standards of professional competence and integrity;
  • refuse to accept or give gifts, hospitality or entertainment which might affect, or which are intended to affect, business judgement;
  • accept hospitality offered in a business context only, and only if offered on a reciprocal basis;
  • commit to complying with all applicable anti-bribery and anti-corruption laws;
  • ensure that staff do not offer or make any bribe, unorthodox or unauthorised payment or inducement of any kind to anyone;
  • maintain a working environment where staff can make reports of breaches of the Code in confidence and without fear of reprisals;
  • act with integrity and without thought or actions involving bribery and corruption and will where appropriate, include clauses to this effect in contracts offered to any suppliers and partners
  • ensure that every employee may report allegations of bribery or corruption without fear of retaliation;
  • not make direct or indirect contributions to political parties, organisations or individuals engaged in politics, as a way of obtaining advantage in business transactions;
  • ensure that charitable contributions and sponsorships are not used as a subterfuge for bribery;
  • ensure that no employee will suffer demotion, penalty, or other adverse consequences for refusing to pay bribes, even if such refusal may result in loss of business;
  • establish and maintain an effective system of internal controls to counter bribery, comprising financial and orgnaisational checks and balances over accounting and record keeping practices and other business processes related to the Code, and;
  • establish feedback mechanisms and other internal processes supporting the continuous improvement of the Code.

Maintenance of Records 

During the period of our appointment, we will make, maintain and keep a record of all material particulars relating to our arrangement and/or administration of the insurance, including the notification, processing and resolution of any claims under the insurance if and for which we provide claims related services. Such records may be kept in paper based, electronic or any other medium we consider appropriate provided that they are either in a legible form or capable of being reproduced in a legible form, and shall be retained in accordance with legal requirements.

Subject to any lien which we may be legally entitled to exercise, we will reproduce and forward to you (or to any other party you request) copies of the documents, and records to which you as our client are legally entitled, but we reserve the right to charge you for the reasonable costs of reproduction of forwarding and to retain copies of our own internal requirements.

Terminating Our Appointment

Either you or we may terminate our appointment to act as your agent in relation to the insurance by giving at least ’30 days’ notice in writing. Termination of our appointment does not affect either your or our rights, obligations or liabilities in relation to the insurance which have accrued prior to the termination date, but following termination we will owe you no further obligations to provide any services, in relation to your insurance. As our brokerage commission and/or fee for bringing about or arranging the insurance is considered fully earned when the insurance incepts, any unpaid brokerage commission or fee will become immediately due and payable to us upon termination of our appointment. We may also be entitled to some or all of our fee, as agreed with you, if our appointment is terminated before the insurance incepts.

Governing Law and Jurisdiction

Unless otherwise agreed, any insurance arranged through us and the provisions of this document shall be governed by and construed in accordance with English law and subject to the jurisdiction of the English courts save to the extent that we have already agreed otherwise in writing with you or may in the future agree otherwise in writing.

Limitation of Liability 

For the purposes of this clause, “we” shall mean TISL and any other company in the PIB Group.

To the extent permitted by applicable laws, regulations or rules:

  • any liability we may incur to you arising out of or in connection with the Services, whether in contract, tort (including but not limited to negligence), under the law of trusts or otherwise shall be limited in the aggregate to £5million;
  • we will not be liable to you for any indirect or consequential loss (including but not limited to loss of goodwill, loss of business, loss of profit or loss of savings) arising out of or in connection with the Services;
  • notwithstanding the above, no limit of liability shall apply in the case of death or personal injury caused by our negligence, or in respect of any loss caused by our fraud; and
  • you agree that, given the level of our remuneration for the Services we provide to you and the level of risk accepted by us, it is fair and reasonable for us to limit about liability in accordance with these problems.

Assignment 

Neither we nor you shall assign, novate or otherwise dispose of or transfer rights or obligations under this agreement save that you agree that we may on 21 days’ written notice to you, transfer our rights and obligations under this agreement to any other company in the PIB Group which is able to perform the Services in accordance with this agreement.

Enforceability

In the event any portion of this agreement is found to be invalid or unenforceable, the remainder shall remain in full force and effect.

What To Do If You Have A Complaint 

If for any reason you are unhappy with us, we would like to hear from you. Making a complaint will not prejudice your right to take legal proceedings. If you are unhappy with the insurer please in the first instance contact us. If you wish to complain directly to the insurer their complaints procedure is detailed within the policy or summary of cover.

If you have a complaint about any aspect of the insurance policy, our service or a claim, call us on 0333 2401 750, or write to:

Thistle Insurance Services

Southgate House

Southgate Street

Gloucester GL1 1UB

Email: commercialteam@thistleinsurance.co.uk

If the complaint is not resolved to your satisfaction, you may be eligible to pursue your complaint with The Financial Ombudsman Service (“FOS”). The FOS deals with complaints by small businesses that meet certain criteria. We will notify you if you are eligible to complain to the FOS or you can contact them directly at:

The Financial Ombudsman Service

Exchange Tower

Harbour Exchange Square

London E14 9GE

Telephone: 020 7964 1000 or +44 20 7964 1000 (from outside the UK)

Or enquiries and consumer helpline: 0800 023 4567 or 0300 123 9123

Website: www.financial-ombudsman.org.uk

E-mail: complaint.info@financial-ombudsman.org.uk

Compensation

We are a member of the Financial Services Compensation Scheme (“FSCS”). If we are unable to meet our obligations you may be entitled to compensation from the scheme, depending on the type of insurance and the circumstances of any claim.

Further information about compensation schemes arrangements is available form the FSCS at:

Financial Services Compensation Scheme (FSCS)

10th Floor Beaufort House

15 St Botolph Street

London EC3A 7QU

Telephone: 020 7741 4100 or 0800 678 1100 or +44 20 7741 4100 (from outside the UK)

Website: www.fscs.org.uk

E-mail: enquiries@fscs.org.uk