MAYFAIR INSURANCE & MORTGAGE CONSULTANTS LTD 11 Lurke Street, Bedford MK40 3HZ Telephone:

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1 MAYFAIR INSURANCE & MORTGAGE CONSULTANTS LTD 11 Lurke Street, Bedfrd MK40 3HZ Telephne: Please read this dcument carefully as it sets ut the terms n which we agree t act fr ur clients and cntains details f ur regulatry and statutry respnsibilities. Please cntact us immediately if there is anything in these terms f business which yu d nt understand r with which yu disagree. STATUS AS AN INDEPENDENT INTERMEDIARY AND REGULATORY AUTHORISATION Mayfair Insurance & Mrtgage Cnsultants Ltd is an independent insurance intermediary; authrised and regulated by the Financial Cnduct Authrity (FCA). Our Financial Services Register number is These details can be checked n the Financial Services Register by visiting the FCA s website r by cntacting the FCA n PERMISSIONS We are permitted t arrange, advise n, deal as an agent f insurers, assist in claims handling, help with nging changes, intrduce t an insurer/premium finance prvider and arrange lending facilities in respect f general insurance plicies n behalf f ur clients. OWNERSHIP Mayfair Insurance & Mrtgage Cnsultants Ltd is a private limited cmpany registered in England, registratin number PRODUCT RANGE We have access t leading insurers and ften we select yur insurance prduct frm a wide range f insurers, hwever there are times when we use a select panel f insurers (please ask us if yu wuld like a list f these insurers) r even a single insurer. We will always advise yu f ur selectin range prir t yu cmmitting t purchase an insurance plicy. In certain circumstances we will use the services f anther intermediary t place yur insurance and in these circumstances we will always advise yu f the name f that intermediary. OUR ADVICE Upn assessment f yur requirements, we will make a recmmendatin fr a particular insurance prduct. Our advice will be cnfirmed in a demands and needs statement which will clearly state the reasns fr ur recmmendatin In sme circumstances, such as renewing yur insurance cver with yur existing insurers r where we may simply prvide yu with infrmatin n a prduct, we will nt be prviding yu with advice; we will always make this clear t yu in ur dcumentatin. CONSUMERS - INFORMATION WE NEED TO KNOW Yur plicy dcument will state yur custmer classificatin. Yu must take reasnable care t prvide cmplete, accurate and hnest answers t the questins we ask when yu take ut, make changes t, and renew yur plicy. Please als tell us if there are any changes t the infrmatin set ut in the Statement f Fact, certificate f insurance (if applicable) r n yur schedule. If any f the infrmatin prvided by yu changes after yu purchase r renew yur plicy and during the perid f yur plicy please prvide us with details. If any f the infrmatin prvided by yu is nt cmplete and accurate: yur insurer may cancel yur plicy and treat it as if it never existed; r yur insurer may refuse t pay any claim, r yur insurer may nt pay any claim in full, r

2 yur insurer may revise the premium and/r change the cmpulsry excess, r the extent f the cver may be affected. In respect f mtr plicies, it is an ffence under the Rad Traffic Acts t prvide incmplete r inaccurate infrmatin t the questins asked in yur applicatin fr the purpse f btaining a certificate f mtr insurance. Insurers recmmend yu keep a recrd (including cpies f letters) f all infrmatin prvided t them r us fr yur future reference. A cpy f the cmpleted applicatin frm (if applicable) will be supplied n request within a perid f three mnths after its cmpletin. COMMERCIAL CLIENTS DUTY OF DISCLOSURE It is yur respnsibility, thrughut the lifetime f a plicy and at renewal, t prvide us and yur insurers with cmplete and accurate infrmatin. Yu shuld check details n any frms that have been cmpleted n yur behalf t ensure they are crrect. All material facts shuld be disclsed, relating t the insurance cver we arrange fr yu. Material facts are thse which are likely t affect bth the assessment and acceptance f risks being insured. If yu are unsure whether a fact is material, yu shuld disclse it. Failure t prvide full and accurate infrmatin may invalidate yur cver, thus any future claim may be declined. If yu are in any dubt as t what may cnstitute a material fact then please dn t hesitate t ask us. CONFIDENTIALITY OF INFORMATION T help make sure yu receive a cmpetitive qutatin, ffer f apprpriate payment ptins, prtectin against fraud and t verify yur identity, insurers may use publicly available data which they btain frm a variety f surces, including a credit reference agency and ther external rganisatins. Their search will appear n yur credit reprt whether r nt yur applicatin prceeds. All infrmatin n ur recrds relating t yu will be treated as private and cnfidential and will nly be disclsed t thers such as ur business partners, insurers, credit prviders and ther third parties wh are directly invlved in the nrmal curse f arranging and administering yur insurance. We may use the data we hld abut yu t prvide yu with infrmatin f prducts and services we cnsider may be apprpriate. Please ntify us in writing if yu d nt want t receive such infrmatin. Under the Data Prtectin Act 1998, yu have the right t ask us fr a cpy f any persnal infrmatin abut yurself that we hld n ur recrds. Please cntact us if yu require any mre infrmatin. FEES AND CHARGES We reserve the right, at ur discretin, t make an administratin charge. Mid-term adjustments 35 Replacement dcuments 20 Cancellatins 65 Temprary amendments 20 Renewals 30 (minimum) Plicy fee 35 (minimum) Taxi/cmmercial vehicle 30 Invice reminders 10 Cmmercial administratin 50 (minimum) Returned cheques 25 Credit card payments 2.5% If a debt is passed t a debt cllectin agency we reserve the right t charge a administratin fee t cver ur csts. These fees may be subject t change and where this is the case yu will always be advised f the actual fee in writing and befre yu make yur decisin t purchase insurance frm us. Where we arrange cver which is subject t n cmmissin r a lw cmmissin payment frm insurers, we will charge an arrangement fee. We will always advise yu f the actual amunt when we are prviding yu with a new r renewal qutatin.

3 We usually receive a cmmissin frm an insurer when placing yur business and frm a finance cmpany when arranging finance fr yu (this is usually expressed as a percentage f the individual lan and paid directly t us by the premium finance prvider). We ccasinally receive additinal remuneratin frm insurers, premium finance prviders and ther assciated business partners fr business we place with them. Please feel free t ask us fr any further infrmatin HOW AND WHEN TO MAKE PAYMENTS We nrmally accept payments by cash (subject t a limit), cheque, debit card, credit card (2.5 % charge applies) r by bank transfer. Cheques shuld be made payable t Mayfair Insurance. Fr payment by bank transfer (BACS) ur accunt details are: - Natwest Srt cde Accunt number Accunt name Mayfair Insurance & Mrtgage Cnsultants Ltd Insurer Trust Accunt Please make sure yu prvide yur client reference. It is smetimes pssible t spread payments thrugh an insurer s instalment scheme r a credit facility that we have arranged with ne f ur preferred premium finance prviders. Hwever acceptance will be subject t a credit check. If yu chse t pay fr yur insurance premium thrugh ne f ur selected premium finance prviders we will prvide yu with a breakdwn f csts f yur mnthly instalments and a dcument utlining key features f the credit agreement. We will charge a fee f 25 fr arranging fr yu t pay yur insurance premium thrugh a finance prvider and this fee will be added t the ttal cst fr credit and explained t yu in yur credit agreement. All ffers f instalment facilities are at ur wn discretin. Clients wh have previusly defaulted n instalments may nt be ffered this facility again. Please nte that cver will cease if yu fail t keep up payments under a credit agreement. HOW YOUR PAYMENTS ARE HANDLED Insurer Mnies Trust Accunt We hld all client mney as agent f the insurer which means that upn receipt f yur premium by us, it is deemed as having been received by the insurer. We hld yur mnies in an insurer mnies trust accunt with an apprved bank under a nn-statutry trust arrangement in accrdance with Financial Cnduct Authrity rules. This means that we are entitled t and may use client mney held n behalf f ne client t pay anther client s premium befre the premium is received frm that ther client, and t pay claims and premium refunds t anther client befre we receive payment frm the insurer. Hwever, we are nt entitled t use client mney t pay cmmissins t ur cmpany befre we receive the relevant premium frm the client. It is ur plicy t retain any interest that may be earned n mnies held in ur insurer mnies trust accunt. CANCELLATION RIGHTS

4 Yur plicy dcument will prvide yu with specific infrmatin n yur full rights t cancel yur insurance. A persnal plicy which lasts fr mre than ne calendar mnth ffers yu the facility t cancel the cver (prviding there have been n claims) within 14 days frm the plicy start date r the date when yu receive the full plicy dcumentatin frm us r yur insurers, whichever ccurs later. Yu will be entitled t a refund f premium less ur administratin charge and a charge by yur insurer fr the time yur insurance cver was in place. Please cntact us in writing shuld yu want t exercise yur right t cancel. REFUND PROCEDURES (utside f cancellatin rights) Where yu cancel yur persnal insurance utside f the 14 day cancellatin perid r where yu cancel yur cmmercial plicy at any time, we reserve the right t charge fr ur time in prviding yu with advice and fr the administratin csts invlved. This results in us retaining ur riginal cmmissin and fees. Fr sme insurance cntracts, insurers will nt prvide refunds fr mid-term cancellatin f cver. We will advise yu f this if it affects yu. Taking in t accunt the administratin csts when amending yur plicy, we d nt prvide refund payments f less than RENEWAL OF CONTRACT We write t yu in gd time befre yur renewal date, ffering yu renewal terms r in situatins where we are nt inviting renewal, we will advise yu. Renewal f the cntract is based n the infrmatin yu supplied when we arranged yur current cntract alng with any amendments yu have made during the perid f cver. It is vital that yu advise us f any changes t yur requirements. NOTIFICATION OF CLAIMS OR INCIDENTS Many insurers prvide a 24 hur helpline in respect f claims. Please cnsult yur plicy dcument fr cntact details. Alternatively yu may cntact ur claims line n please nte, it may be a cnditin f yur plicy that yu cntact the insurer and yu shuld check yur plicy dcument fr details. Please ensure that yu reprt all incidents that culd give rise t a claim as sn as yu becme aware f them either by cntacting yur insurer r urselves. In sme circumstances, late ntificatin can result in a claim being rejected. If yu receive any crrespndence frm a third party in relatin t yur claim, please pass it t us r yur insurer immediately and unanswered. If yu require any assistance regarding a claim r incident, please d nt hesitate t cntact us. CONFLICTS OF INTEREST Our cmpany ethics and culture twards custmer service means that we never deliberately put urselves in a psitin where ur interests r ur duty t anther party prevents us frm discharging ur duty t yu. Where we becme aware f any actual r ptential cnflict f interest we will infrm yu f the situatin, the ptins available t yu and we will ask fr yur cnsent t prceed. COMPLAINTS PROCEDURES Our aim is t prvide all f ur clients with an excellent level f service. Hwever we recgnise that there may be an ccasin, when yu d nt feel satisfied with the service yu have received frm us. We take

5 cmplaints very seriusly and with this in mind we have develped a Custmer Cmplaints Prcedure which lets yu knw hw yu can get in tuch with us and hw we will deal with yur cmplaint r issue. Shuld yu need t make a cmplaint, please cntact ur Cmplaints Manager, Miss Michelle Herd, using any f the fllwing methds: - In persn By In writing Mayfair Huse, 11 Lurke Street, Bedfrd, MK40 3HZ By telephne We will endeavur t reslve yur cmplaint by the clse f business f the next business day. Hwever, if this is nt achievable, yu can be assured that we will deal with yur cmplaint prmptly and fairly, in line with ur frmal cmplaint handling prcedures utlined belw: Within five business days f receipt f yur cmplaint, we will write t yu acknwledging yur cmplaint. In this letter we will prvide yu with details f wh is handling yur cmplaint We will keep yu infrmed f the prgress f yur cmplaint as ur investigatins prceed We aim t prvide a final respnse t yur cmplaint within eight weeks frm receipt f yur cmplaint If we cannt prvide yu with a final respnse within eight weeks frm the date f receipt f yur cmplaint, we will utline the reasns fr the delay and prvide yu with an indicatin f when yu can expect a respnse If yu are in any way dissatisfied with ur final respnse, r if we have been unable t prvide ur final respnse t yu within 8 weeks f receiving yur cmplaint, yu may be eligible t refer the matter t the Financial Ombudsman Service (FOS). The FOS ffer a free and independent service fr reslving disputes and yu may cntact the FOS by: Calling their cnsumer helpline n (free fr peple phning frm a "fixed line" (fr example, a landline at hme) r (free fr mbile-phne users wh pay a mnthly charge fr calls t numbers starting 01 r 02) Writing t : The Financial Ombudsman Service Suth Quay Plaza, 183 Marsh Wall Lndn E14 9SR ing SOLVENCY AND COMPENSATION We d nt guarantee the slvency f any insurer we place business with. We are cvered by the Financial Services Cmpensatin Scheme (FSCS) fr insurance mediatin nly; this des nt extend t cnsumer credit lending i.e. credit brking. The FSCS is the UK's cmpensatin fund f last resrt fr clients f authrised financial services firms. Yu may be entitled t cmpensatin frm the FSCS if we cannt meet ur bligatins. This depends n the type f business and circumstances f the claim. Insurance advising and arranging is cvered fr 90% f the claim with n upper limit, althugh cmpulsry insurance is prtected in full. Further details regarding the FSCS can be btained frm its website TERMINATION OF AGREEMENT Our agreement may be terminated by either ne f us giving seven days ntice in writing t the ther. Yu will be liable t pay fr any utstanding transactins r adjustments prir t terminatin withut any

6 penalty fee as lng as these are settled immediately n terminatin. We will be entitled t retain any fees r cmmissin payable in relatin t business transacted prir t date f the terminatin. LAW AND JURISDICTION These terms f business are gverned by and cnstrued in accrdance with English law. In relatin t any legal actin r prceedings arising ut f r in cnnectin with these terms f business, we bth irrevcably submit t the nn-exclusive jurisdictin f the English curts.

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