Terms of Business Agreement

The Financial Conduct Authority

The Financial Conduct Authority is the independent watchdog that regulates financial services. East Pennine Insurance Consultants Ltd t/as Fletcher Smith insurances is authorised and regulated by the Financial Conduct Authority. Our FCA Register number is 506481 and you can check our status at www.fca.gov.uk/register or by contacting the FCA on 0845 606 1234.

Our permitted business includes advising, arranging, dealing in and assisting with the placing and administration of all types of General Insurance policies.

Confidentiality and Data Protection

We will treat all your personal information as private and confidential to us and anyone else involved in the normal course of arranging and administering your insurance, even when you are no longer a customer. We will not give anyone else any personal information except on your instructions or authority, or where we are required to do so by law, or by virtue of our regulatory requirements. We may use information we hold about you to provide information to you about other products and services, which we feel may be appropriate to you. Under the Data Protection Act 1998 you have the right to see personal information about you that we hold in our records. If you have any queries please write to us at our usual office address

Our Service

We are an independent insurance intermediary, who acts on our customers’ behalf in arranging insurance. Our services include: advising you on your insurance needs; arranging your insurance cover with insurers to meet your requirements; and helping you with any ongoing changes you have to make. As part of our service, we will assist you with any claim you need to make and tell you what your responsibilities are in relation to making claims.

If you mislay your policy at any time, we will issue a replacement policy document, if you request it.

Whose products we offer

We usually offer advice from a range of insurers, representing a fair analysis of the market, however, under certain circumstances we may only deal with a limited panel, or single insurer. We may use providers who will conduct a credit check, which will be recorded on your credit record. Please contact us if you do NOT consent to a credit check being undertaken, however this may affect our ability to offer installment facilities to you. In relation to the provision of credit, we offer only the facilities provided by Insurers, or those of Close Brothers Premium Finance

We will confirm, for each individual policy we provide you with, the basis of our advice on our Initial Disclosure Document.

The service we will provide you with

We will advise and make a recommendation for you after we have assessed your demands and needs. Our advice will be confirmed in a demands & needs and suitability statement, giving reasons for our recommendation. In respect of Motor Breakdown policies you will not receive advice or a recommendation from us and you will then need to make your own choice about how to proceed.

Reporting Claims

All incidents which could lead to a claim must be reported as soon as practicable. Your insurer’s claims contact number is shown in your policy.

For Motor claims, we may use a claims outsourcing company, who will assist you with your claim and recovery of uninsured losses where this is possible. ALL such claims should initially be reported via our office unless it is an emergency.

What you will pay for our services

We usually receive a commission from the insurer with whom we place your business and, in addition, we normally make the following charges to cover the administration of your insurance:

Arranging new policies – £ 15.00

Mid term adjustments – £ 10.00

Mid term cancellations are refunded NET of commission. We may, in addition, charge a £ 25.00 administration fee.

Renewals or duplicate renewal notices – £ 15.00

Replacement/duplicate certificates or cover notes – £ 10.00

Payment by Card – We reserve the right to pass on the charge levied by the card companies – credit cards -1.45% and debit cards – 22.5p per transaction

Personal lines/Retail policies cancelled during the ‘Right to Cancel’ period will be subject to an administration charge of £25.00, in addition to the premium charged by the insurer for the period of cover provided.

Occasionally we may arrange a policy on which we earn no commission (a ‘net-premium policy’) and in these cases we will advise you of the arrangement fee before you take the policy out. Specific charges, which apply to individual policies will be shown on the Initial Disclosure Document applicable to that policy. The specific charge and purpose of any additional charges will always be advised to you in advance. We may also make additional charges specific to the arrangement and servicing of certain policies, but these will always be advised to you in advance and are shown on the relevant IDD

Prior to the conclusion of each insurance contract, or upon renewal, we will remind you of your right to be advised of the level of commission which we receive from underwriters. You are entitled, at any time, to request information regarding any commission which we may have received as a result of placing your insurance business

What to do if you have a complaint

Our aim is to provide a first class service, however, if you wish to register a complaint, please contact us by writing to Mr Wayne Craven, Fletcher Smith Insurance, The Old Bank, 271 – 273 Middlewood Road, Sheffield S6 4HE, or,

by phone Telephone 0114 2333175, by fax 01142 853150 or by email – complaints@fletcher-smith.co.uk

We will provide you with a copy of our full complaints procedure and respond to you as a matter of urgency, and always within 5 working days. We will aim to make a final response to you within four weeks, or keep you informed as to why this is not possible. In the event that your complaint relates to activities or services provided by another party, we will ensure that your complaint is appropriately forwarded, and will track the progress of the complaint and responses of that party.

After our final response has been issued, if you still cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service, for an independent assessment and opinion.

The FOS Consumer Helpline is on 08000 234567 and their address is:

Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR

Your Right to Cancel (Applicable to Personal Lines/Retail customers only)

You have a legal right to cancel your policy or credit agreement for any reason, subject to no claims having occurred, within 14 days of receiving the full terms & conditions. You will always be advised where this Right applies. A charge will apply for the period of cover provided and, in addition, we make an administration charge as detailed above. If you cancel a credit agreement you will need to repay any sums provided in full and make alternative arrangements to pay your premium.

If you wish to cancel a policy you must advise us in writing, prior to expiry

of the 14-day cancellation period, to our usual office address.

Are we covered by the Financial Services Compensation Scheme (FSCS)?

We are covered by the FSCS. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim, the start date of your policy is also important as the compensation offered changes as follows  –

For policies with an inception date on or after 1st January 2010 –

For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit.

The maximum level of compensation for claims against firms declared in default on or after 1 January 2010 is 90% of the claim with no upper limit

Further information about compensation scheme arrangements is available from the FSCS

Payment Options

We normally accept payment by guaranteed cheque or the following credit/debit cards – Visa, MasterCard, and Maestro. You may be able to spread your payments through insurers’ instalment schemes or a credit scheme, which we have arranged with an established insurance premium finance provider, however rates and acceptance may be subject to a credit check. We will give you full information about your payment options and the appropriate finance agreement when we discuss your insurance in detail.

Please Note: Your policy cover will cease if you fail to keep up payments on an instalment agreement or premium finance facility related to it and your credit rating may be affected.

Language Used

The English language will be used for all communications, the contractual terms and conditions, and any information we are required to supply to you, before and during the duration of the contract.

Information on how we treat Payments You make to Us

Under the terms of our agreements with the Insurance companies with whom we place business, we normally receive premiums you pay to us as Agent of the Insurer. All insurance premiums you pay to us are protected in a Statutory Trust Client Account until we pay insurers. We do not pay any interest on premiums held by us in the course of arranging and administering your insurance.

Your Duty to Give Information

It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of your policy, and when you renew your insurance.

It is important that you ensure that all statements you make on proposal forms, statements of fact, claim forms and other documents are full and accurate.

Please note that if you fail to disclose any information or change in circumstances to your insurers which could influence the cost, or their decision to accept your insurance, this could invalidate your insurance cover, and could mean that part or all of a claim may be not be paid.

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We passionately believe that good service does not occur annually at renewal time, but all year round. Our experienced staff are on hand to provide advice and guidance on all types of claims.

MID Information & Updates

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© Fletcher Smith Insurance. 2015. Terms of Business Agreement

East Pennine Insurance Consultants Limited is authorised and regulated by the Financial Conduct Authority under register number 506481 and holds Interim Permission as a Credit Broker (interim permission number: 634031). East Pennine Insurance Consultants Limited does not charge any fees to customers in relation to Credit Broking activities.