Terms of Business

We aim to provide you with a high level of customer service
at all times, but if you are not satisfied, please contact us in
writing at Selsdon House, 212-220 Addington Road, South
Croydon, London CR2 8LD or by telephone 020 8686 1708
or via email *Click to show email.*.

When dealing with your complaint, we will follow our
complaint handling procedures; a summary of these procedures is available on request.

If you are still not satisfied, you may be entitled to refer the
matter to the Financial Ombudsman Service (FOS). For
further information, you can visit the FOS website
www.financial-ombudsman.org.uk

Access to the FOS is available for complaints coming within
one of the following categories at the time the complaint is
received:

• Consumers (e.g. private individuals acting for
  purposes which are wholly or mainly outside that individual’s trade, business, craft or profession);
• Businesses employing fewer than 10 persons and with a turnover or annual balance sheet total not exceeding €2million;
• Charities with an annual income of under £1 million;
• Trustees of a trust with net asset value of under £1 million

We are covered by the Financial Services Compensation
Scheme (FSCS) for our insurance mediation services.

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. If you are eligible to claim from the FSCS, compensation is available in relation to insurance advising and arranging as follows:

• 90% of the claim, without any upper limit;
• 100% of the claim without any upper limit for compulsory classes of insurance (such as Third
  Party Motor or Employers Liability);
• Professional Indemnity insurance and general
  insurance claims arising from the death or
  incapacity of the policyholder owing to injury, sickness or infirmity, all where their insurance intermediary has failed to pay money to an insurer, pay away money it has received from an insurer, or
  has failed to take steps to allow the insurer to effect
  the contract of insurance.

Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 (Freephone) or 020 7741 4100 or www.fscs.org.uk