Call 01202 937430  Monday to Friday: 09:00-18:30; Saturday: 09:00-12:30

Terms of Business

Regulation. We, Highworth Insurance Ltd , Suite 12, Branksome Park House, Bourne Valley Rd, Poole BH12 1ED are authorised and regulated by the Financial Conduct Authority (FCA) to sell general insurance products. Our FCA register number is 578639 and you can check this on the Financial Services Register by visiting the FCA’s website https://register.fca.org.uk/ or by contacting the FCA on 0800 111 6768. The FCA is the independent watchdog that regulates financial services.

Our service to you. We will advise and make a recommendation for you after we have assessed your needs.

How we made our selection. Our search for a product to meet your requirements has involved a personal and fair analysis of the market through a panel of insurers specialising in your risk. We would be happy to discuss with you the scope and outcome of our search.   You can ask us, at any time, for a list of insurers we use.

Disclosure of information. It is important that you understand that any information, statements or answers made by you to us, or your insurer, are your responsibility and must be correct. You have a duty to take reasonable care not to make a misrepresentation when answering any questions from us or your insurer. You should answer all questions honestly and to the best of your knowledge. If you do not answer questions correctly then your policy may be cancelled or any claim made may be rejected or not fully paid. You are advised to keep copies of documentation sent to or received from us for your own protection. Please do consult us if you are in doubt on any aspect. The disclosure of information not only applies at commencement and renewal of your policy, but also at any time during the period of insurance.

Awareness of policy terms. When a policy is issued, you are strongly advised to read it carefully, as it is that document, the schedule and any certificate of insurance that is the basis of the insurance contract you have purchased. If you are in doubt over any of the policy terms and conditions, please seek our advice promptly.

Charges and Fees. We reserve the right to make charges, in addition to any insurance premiums, for the arranging, amending, renewing and cancelling of any policy of insurance. Details of charges made will be declared in all correspondence with you. These charges are in addition to any charges that may be made by the insurer as set out in their Key Facts booklet.

Specifically we will make an administration charge of £50 for any changes you make to your policy mid term or cancellation of the policy.

If you cancel your policy within 14 days of receiving your policy documents and cover has not started then a full refund will be made of premiums paid. If cover has started you will only be charged for the time on cover, unless a claim has been made in which case no refund will be due. Beyond the initial 14 day cooling off period an administration fee of £50 will be applied.

We reserve the right to charge an administration fee of £50 for setting up a new policy or renewing an existing policy. If a policy is cancelled within the 14 day cooling off period then any administration and payment fees will be refunded in full. Outside of the cooling off period no refund will be made.

Payment by Annual or Monthly Direct Debit. If you agreed to pay by either annual or monthly Direct Debit then your policy will automatically renew unless you advise us otherwise. This will ensure your insurance cover remains in place. The renewal documents will advise you of this and the amount of money to be debited.

Commission Disclosure – Commercial customers only 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

Client money – general. The FCA rules are designed to protect you in the event that an insurance intermediary fails or is unable to transfer:

  • any premium money it has received from you to the insurer; or
  • any claims or return premium monies that it has received from the insurer to you.

We are governed by strict rules pertaining to client money, set down by the FCA. Where we hold monies in a client bank account we may earn interest on monies held, which will be retained by us.

We act as agents for the insurer for the collection of premiums and refunds of premiums. This means that premiums are treated as being received by the insurer when received in our bank account and that any premium refund is treated as received by you when it is actually paid over to you. There are occasions where such transactions are restricted (for example, to receiving premiums only) and we will tell you if this is the case.

Customer protection information. It is our intention to provide you with a high level of customer service at all times. If there are occasions when we do not meet your standards, please contact Mr Toby Green either in writing at Suite 12, Branksome Park House, Bourne Valley Rd, Poole BH12 1ED or by phone on 01202 9052130, who will take details of your concerns.

We will acknowledge in writing, advising you of who is dealing with your concerns and attempt to address your concerns within three working days. If our investigations take longer, we will keep you informed of progress and issue a full final response within eight weeks. If we cannot satisfy your complaint you may be entitled to refer it to the Financial Ombudsman Service. Their website with further details is www.financial-ombudsman.org.uk

Financial Services Compensation Scheme (FSCS). We are covered by the FSCS. You may be entitled to compensation from the scheme if we can not meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit.

Payment By Instalments. If you pay a premium by instalments and an instalment is not paid on time we may cancel your insurance. We will try to contact you by telephone or e-mail before this action is taken. There may well be outstanding monies owed to Highworth Insurance which we will seek to recover from you. Highworth Insurance may receive remuneration from products and services provided and these may include over-rider income given by third party finance providers.

Cooling off period (consumers). We will give you enough information and help so you can make an informed decision before you make a final commitment to buy your insurance policy. However you will have fourteen days to change your mind and cancel the insurance contract from the date you receive the policy documentation.

Renewals. Highworth Insurance as your advisory insurance broker have the right to decline to renew your insurance.

Privacy Notice: Data controller: Highworth Insurance and contact for queries: customerservice@highworthinsurance.co.uk or 01202 937412

How we will use the data you give us. We will use your data because it is necessary to administer your insurance contract or help you make a claim. Where we need to pass data to other firms, it will only be for that purpose. These firms will be Insurers, other insurance brokers, customer feedback sites and firms handling claims. It includes finance providers and firms that process or administer our records.

When we contact you, it will either be for the above reason, or because we have a legitimate interest in marketing related products. For any other marketing it will only be with your consent and you will be able to withdraw your consent or unsubscribe at any time.

If we must transfer data to a third country outside the EU, we will only do so if a similar level of protection applies. If we need to obtain data which is by nature sensitive, we will only do so on the basis that it is in the public interest – for example to fight crime, prevent fraud or to make sure insurance is available.

What type of personal data do we need? We may need personal details which might include details of members of your family, lifestyle, finances, business or education. We will collect only what is necessary and will keep it only for as long as necessary in line with our data retention policy. You can ask us for a copy.

What other types of data do we need? We may need to obtain data about Race or Origin, Gender, Religion, Health, Politics, Genetics, Trade Union Membership, Sex or Sexual Orientation.

We might need details of criminal convictions.

We will collect only what is necessary and protect it with appropriate security measures.

How do we obtain your data? We may gather it from data you submit to a website, by telephone, face to face or by email. We may receive it from insurers, other insurance brokers, price comparison sites and firms handling claims. It includes finance providers and firms that process or store our records.

What are my legal rights? You have the right to complain to the Information Commissioner at www.ico.org.uk, Tel 0303 123 1113. You can obtain a copy of your personal data from us without charge by contacting us at the address above. This may include the right to transfer data to other providers.

You have the right to ask us to correct data. You have the right to ask us to delete your data or stop using it, unless it is necessary for us to retain it for insurance or financial purposes as set out in our document retention policy. You may have the right to object if decisions about you are made solely by a computer.