Who we are – We are an Independent Insurance Intermediary offering a wide range of products from a variety of insurers. We are authorised and regulated by the Financial Services Authority (FSA). Our reference no. is 307191, which may be checked on the FSA register by visiting website www.fsa.gov.uk/register or by contacting the FSA on 0845 606 1234. We are registered with the FSA as: Milestone Insurance Consultants Ltd, 20-22 Parkside, Horsforth, Leeds, LS18 4DN. We deal direct with insurers in the majority of cases but occasionally we use specialised schemes available only through other brokers. You will be advised if we are placing your business through another broker.

Cancellations - It is important to note that if your policy is cancelled mid-term, the refund you get back will normally be based on short period rates. You you may wish to take the amount of refund due into account before you effect cancellation. In certain circumstances you may have the option to cancel your policy within 14 days on a pro-rata basis. A full explanation of the conditions for cancellation cover can be found in your policy document or summary. Please note if you have made a claim in your current period of insurance, in normal circumstances, no refund is given by the Insurance Companies and this should be taken into account if you are considering cancellation of your policy.

Charges - Under certain circumstances we may charge a fee at inception, if so this will be clearly identified in any correspondence. The charges made by the insurance company for mid-term adjustments (change of address, change of drivers etc) are normally calculated on a pro-rata basis on the difference between your old annual premium and your new annual premium. In addition we usually charge a fee which will range from £10 to £20 depending on the adjustment. Credit Card payments are subject to a 2% charge.

If a client refuses to pay any outstanding monies we will first try to take full or part settlement via any credit or debit card details held on our/your files. Upon our failure to recover the full settlement we will give 7 days notice of our intention to pass the case to a debt recovery agency, additional variable administration charges will be incurred, plus all charges and fees generated by the debt recovery action taken will become your liability to pay within any future settlement.

Claims - Details of how to make a claim are included in your policy booklet. If for any reason you do not have your policy booklet please contact us direct. May we remind you to notify ourselves, our dedicated claim helpline with HBB for motor claims, or your insurance company, as quickly as possible. If there is a delay in notification you may suffer penalties or refusal from your insurance company to deal with your claim.

Complaints - It is our intention to provide you with a high level of customer service at all times. If there is an occasion when we do not meet with your standards please let us know immediately. You may put your complaint in writing for the attention of the Department Manager or speak to a member of staff in the appropriate department. If we cannot resolve the issues within 48 hours, we will advise in writing within 5 days the name of the person who will be dealing with your concerns. If our investigations take longer, we will provide a full response within 20 working days or explain our position and provide time scales for a full response. On the rare occasion that we are unable to resolve your complaint, you may then be entitled to refer it to the Financial Ombudsman Service, an independent body. Full details of this service would be given in our final letter should the occasion arise.

Duty of Disclosure - May we also remind you of your duty to answer all questions on the proposal form accurately. You must also advise of any changes in circumstances during the period of the policy, including renewal. Please contact us if you have any doubts as whether to advise your insurer. If you fail to do this or do not disclose any material facts or other information relevant to the insurance this could invalidate your insurance and mean that claims you make may not be paid.

Data Protection - We will use the information that you have given us to manage your insurance policy, including underwriting and claims handling. This may include disclosing it to insurers, service providers, regulatory authorities, or to agents who provide services on our behalf.

Disabled Persons - If any client has special needs, to enable you to use our services, please contact a member of staff who will advise of the steps we can take to assist.

Trust Account - Money we hold on behalf of our customers is kept in a segregated bank account for your protection and is subject to strict controls. In addition we are covered by the Financial Services Compensation Scheme (FSCS). If we were unable to meet our obligations you may be entitled to compensation from the scheme. Further information is available from FSCS Tel: 020 7892 7300.
 

Last amended Feb 2005