Terms of Business

In these Terms of Business “we”, “us” and “our” means First Point Insurance Management Limited. These Terms of Business are subject to change and without notification.

All contractual terms, conditions and communications will be made in English.

These Terms of Business were last updated on the 19 December 2011.

Who are we?

First Point Insurance Management is an insurance intermediary that acts independently for you to arrange personal and business insurance products. We are authorised and regulated by the Financial Services Authority, our FSA register number is 310158. Our address is First Point Insurance Management Limited, Talavera Court, Darnell Way, Northampton NN3 6RW. Registered in England No. 3521771. Registered office Lakeview House, 4 Lake Meadows Office Park, Woodbrook Crescent, Billericay, Essex CM12 0EQ.

In addition we offer financial protection products, advice and service for these products is provided by YourSure Financial Services Limited, authorised and regulated by the Financial Services Authority. First Point Insurance Management Limited is an introducer to YourSure Financial Services Limited for financial protection products.

“First Point”, “northampstonshiresfinest.com/ co.uk”, “tailoredinsurance.com/ co.uk” and “firstpointinsurance.com/ co.uk” are trading styles and/ or titles of First Point Insurance Management Limited.

Who can use our services?

Unless otherwise indicated, our products and services are only available to residents of the United Kingdom (excluding Northern Ireland).

The data we collect

We require personal and business data to better understand your needs and to provide you with service. If you are giving us information on behalf of another person, you must first obtain their permission before providing it to us.

Your duty to disclosure

It is your responsibility to provide complete and accurate information. You have a duty to disclose any material information that may affect the judgement of an Underwriter before cover begins and during the term of a policy. Inaccuracies or non-disclosures may result in claims being declined and policies declared void.

What we do with your data

We may record all the data that you give to us and by any means; including in person, by telephone, written correspondence and through electronic communications such as email and our website/s. Telephone calls may be monitored for our mutual protection and training.

To provide the services that you request the data you give to us may be passed to our service partners including insurers, insurance providers and other associated firms to help manage claims and to provide finance. We may also provide data to our regulators, and other legal bodies when required to do so by law.

To help prevent fraudulent claims insurers exchange information with other insurers through various databases and registers, this information can be accessed by the Police.

For the best possible pricing and to prevent fraud, we may ask insurers to search the electoral role and other public data through a credit reference agency. These enquiries may be registered as a general insurance search but are highly unlikely to affect your credit rating.

From time to time we'd like to keep you informed of selected products and services, and to provide you with reminders and important information. We may do so by telephone, post or by electronic communications such as text and e-mail.

By using our services you are providing consent and agree that we may contact you in this way. If you’d rather we didn’t then please let us know stating your preferences. You can do this by calling one of our representatives, contacting us via our website or by e-mail.

Data will never be shared with third parties for any marketing activities without your prior consent.

Data security

We are committed to ensure that your data is secure. In order to prevent unauthorised access or disclosure, we have implemented all reasonable measures of physical security, data encryption and managerial procedures to safeguard and secure the information we collect.

Website Cookies

Our website may write a small data file to store information on your device/s (a "cookie"). This helps us to identify you, make the use of our website secure and, where applicable, identifies or stores any preferences that you may have. We respect your privacy and therefore will only use ‘cookies’ when your browser enables us to do so. You can still use our site if these cookies are blocked or deleted but this may result in website malfunction.

Who underwrites the policies we offer?

The policies we offer are underwritten by a range of insurers and insurance providers. A full list of insurers and providers can be found on this website.

Inception of cover

Cover will not be valid until confirmed by us either verbally or in writing, even if you have paid any money. Written confirmation of cover will automatically follow any verbal instruction and in the case of any motor based products, written confirmation must, by law, take the form of either a temporary document validating the cover (a Cover Note) or a Certificate of Insurance. If you are in any doubt please contact us for clarification.

The money you pay to us

We will collect money from you for the purpose of providing our services and to pay premiums to insurer. When receiving premium payments from you we may hold funds either on your behalf or on behalf of your insurer(s), this is determined by the Terms of Business Agreement we have in place with each provider.

Money held on your behalf is treated as client money and is held in a non-statutory trust account in accordance with the rules specified by our regulator, the Financial Services Authority (FSA).

We are entitled to use client money to pay for other customers premiums before payment has been received by those customers and to pay premium refunds before payment has been received from insurers.

Money held on behalf of an insurer is held by agreement to act as an agent for the purpose of collecting such premiums. This protects you against the risk of our insolvency as the money is deemed to have been immediately received by the insurer. We are however unable to refund premiums to you held in this way without the insurers consent, and the insurer will not fulfil their obligation to refund you until we pay these monies to you.

We hold both insurer and client money in the same non-statutory trust account and make a commitment to the FSA to ensure that we maintain adequate systems and controls to monitor the solvency of this trust. We also make a commitment to maintain a minimum capital resource with which we would be committed to indemnify the trust in the unlikely event of a shortfall. Insurers agree that any claim by you for client money will come before their claim for insurer money. In addition, under terms of a non statutory trust account, general creditors are not able to make claim on funds held in this trust.

As part of our regulatory requirements we are required to obtain informed consent to hold monies in a non-statutory trust. Therefore if you do not consent you must inform us in writing.

If you require any further clarification on this matter you can refer to us or the FSA for further information.

What to do in the event of a claim

Under the conditions of your policy, you must tell your insurers about any incident (such as an accident, loss or theft) which may or may not give rise to a claim. For guidance and assistance you may initially report any incident to our claims helpline on 0845 4903333, alternatively please refer to your policy documents which will contain information on how to make a claim and what to do in the event of an accident, loss or theft.

You’re right to change your mind and cancel a personal insurance product

If upon receipt of your policy document you decide to change your mind then you will have 14 days to cancel, starting on the day you receive the policy. In the event of cancellation some insurers will charge for their service and for the time on cover. If you decide to cancel a policy after the above period then additional cancellation charges may apply.

Cancellation is also subject to our service charges, these will be detailed in a statement ‘about our insurance services’ and provided to you when arranging cover.

In any case if you decide to cancel a policy you may do so only by providing written notice to us and returning any insurance documents in your possession.

In the event of cancellation following an incident such as an accident, loss or theft the total amount payable will remain due & applicable irrespective of how you may be paying for your policy and whether or not full payment has been received.

Before you consider cancelling any policy, we strongly advise you contact us as there may be an alternative solution more beneficial to you.

Our complaint's procedure

We are committed to providing a high standard of service however we do recognise that sometimes things can go wrong. Should this happen, our priority is to try to put things right. In order to help us achieve this, we have a complaints procedure.

We do not look upon complaints as unwelcome. In fact, they may help us to determine where our services or procedures may be improved. If we do not know if you are dissatisfied, we cannot remedy your concerns - we would much rather hear from you with a complaint than simply lose your custom. So if you feel we have made a mistake or have done something which you found unsatisfactory or unacceptable then please let us know. Even if you do not think that your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to provide a better service in the future.

How to make a complaint

In the first instance you should contact our representative with whom you have been dealing. We have found that the majority of grievances can often be resolved quickly with your last point of contact.

If you do not wish to speak to the representative with whom you have been dealing or if your complaint is of a general nature or if you are unhappy with the response from our representative, then you should contact the departmental or General Manager.

How we will deal with your complaint

First of all, we will listen to your complaint. You may complain to us by telephone, fax, e-mail or via the post. You will find our contact details below.

Your complaint will be dealt with impartially by our General Manager or a Director.

Whenever possible, we will look to resolve your complaint by the close of business on the next working day. If your complaint is received over a weekend or holiday period, your complaint will be deemed as being received on the first working day afterwards. Our objective is to try and resolve your complaint at this time.

If we have been unable to resolve your complaint as outlined above we would ask that if you haven't already done so, you now put your complaint to us in writing.

Once we have your written complaint, we will acknowledge your complaint in writing within 5 days. In this correspondence, we will provide you with details of the person dealing with your complaint. We will also document your complaint as we interpret it. This allows you the opportunity to see that we have correctly understood your complaint. At this time we will also endeavour to provide you with an estimate on how long it will take us to deal with your complaint. This would generally be well within a four week period, unless your complaint is very complicated and requires us to contact other persons or organisations.

Within four weeks of us receiving your complaint will we write to you. This will either be with our Final Response or confirmation of why we have been unable to conclude our handling of your complaint at this time and notification that we will again write to you within another four weeks.

In the very unlikely event that your complaint has entered the eight week period, before the conclusion of that time, we will either write to you with our Final Response or if we have still been unable to resolve your complaint we will refer you to the Financial Ombudsman Service. At this time we will also provide you with additional information about their service.

What to do if you still remain dissatisfied

We believe that the very few complaints we receive are dealt with fairly and quickly. Our complaints procedure is compliant with the rules set out for us by our regulator the FSA (Financial Services Authority). If we have been unable to resolve your complaint to your satisfaction within the procedure outlined above you are entitled to contact the Financial Service Ombudsman.

Financial Ombudsman Service (FOS)

The FOS will look at your complaint independently. They are a simple, informal and accessible alternative to the courts. As a consumer, this service is provided to you free of charge. You can request additional information about the FOS from us at any time during the course of making a complaint to us.

You can only complain to the FOS once we have been given a chance to resolve your complaint ourselves or if will fail to resolve the matter to your satisfaction within the time limits outlined in our complaints procedure.

The FOS has powers to reject complaints that it considers "frivolous or vexatious". They may also dismiss complaints without consideration for the merits of that complaint if there has been no financial loss, material distress or material inconvenience.

Where can you get more information?

First Point Insurance Management Limited
Talavera Court
Darnell Way
Northampton
NN3 6RW

General Manager: Emma Parker

Telephone: 0845 4905555
Facsimile: 0845 4906666

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

Consumer helpline: 0845 080 1800
Switchboard: 0207 964 1000
Facsimile: 0207 964 1001

e-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Website: www.financial-ombudsman.org.uk

Disclaimer

We do not accept any liability for errors or omission relating to information contained within this website. We reserve the right to change the site at any time. To the extent allowed by law we disclaim liability for any loss resulting from the use of the site or any material contained within the site.

Copyright

We own, or have a licence for, all copyrights for this web site and all trademarks and other materials used on it, unless otherwise indicated. © First Point Insurance Management Limited. All rights reserved. You may only print, download, copy or temporarily store extracts from our website for your personal information or when you use our services. In particular, no one may use any part of our website on any other website without permission.

Law and jurisdiction

Our website, Terms of Business, any conditions and all insurance contracts arranged through us shall be governed by and construed in accordance with the laws of England and the exclusive jurisdiction of the English courts unless agreed with you otherwise.

Please contact us if you require any further information.

Terms of Business

In these Terms of Business “we”, “us” and “our” means First Point Insurance Management Limited. These Terms of Business are subject to change and without notification.

All contractual terms, conditions and communications will be made in English.

These Terms of Business were last updated on the 1 July 2010.

Who are we?

First Point Insurance Management is an insurance intermediary that acts independently for you to arrange personal and business insurance products. We are authorised and regulated by the Financial Services Authority, our FSA register number is 310158. Our address is First Point Insurance Management Limited, Talavera Court, Darnell Way, Northampton NN3 6RW. Registered in England No. 3521771. Registered office Lakeview House, 4 Lake Meadows Office Park, Woodbrook Crescent, Billericay, Essex CM12 0EQ.

In addition we offer financial protection products, advice and service for these products is provided by YourSure Financial Services Limited, authorised and regulated by the Financial Services Authority. First Point Insurance Management Limited is an introducer to YourSure Financial Services Limited for financial protection products.

“First Point”, “northampstonshiresfinest.com/ co.uk”, “tailoredinsurance.com/ co.uk” and “firstpointinsurance.com/ co.uk” are trading styles and/ or titles of First Point Insurance Management Limited.

Who can use our services?

Unless otherwise indicated, our products and services are only available to residents of the United Kingdom (excluding Northern Ireland).

The data we collect

We require personal and business data to better understand your needs and to provide you with service. If you are giving us information on behalf of another person, you must first obtain their permission before providing it to us.

Your duty to disclosure

It is your responsibility to provide complete and accurate information. You have a duty to disclose any material information that may affect the judgement of an Underwriter before cover begins and during the term of a policy. Inaccuracies or non-disclosures may result in claims being declined and policies declared void.

What we do with your data

We may record all the data that you give to us and by any means; including in person, by telephone, written correspondence and through electronic communications such as email and our website/s. Telephone calls may be monitored for our mutual protection and training.

To provide the services that you request the data you give to us may be passed to our service partners including insurers, insurance providers and other associated firms to help manage claims and to provide finance. We may also provide data to our regulators, and other legal bodies when required to do so by law.

To help prevent fraudulent claims insurers exchange information with other insurers through various databases and registers, this information can be accessed by the Police.

For the best possible pricing and to prevent fraud, we may ask insurers to search the electoral role and other public data through a credit reference agency. These enquiries may be registered as a general insurance search but are highly unlikely to affect your credit rating.

Data will never be shared with third parties for any marketing activities without your prior consent.

Data security

We are committed to ensure that your data is secure. In order to prevent unauthorised access or disclosure, we have implemented all reasonable measures of physical security, data encryption and managerial procedures to safeguard and secure the information we collect.

Website Cookies

Our website may write a small data file to store information on your device/s (a "cookie"). This helps us to identify you, make the use of our website secure and, where applicable, identifies or stores any preferences that you may have. We respect your privacy and therefore will only use ‘cookies’ when your browser enables us to do so. You can still use our site if these cookies are blocked or deleted but this may result in website malfunction.

Who underwrites the policies we offer?

The policies we offer are underwritten by a range of insurers and insurance providers. A full list of insurers and providers can be found on this website.

Inception of cover

Cover will not be valid until confirmed by us either verbally or in writing, even if you have paid any money. Written confirmation of cover will automatically follow any verbal instruction and in the case of any motor based products, written confirmation must, by law, take the form of either a temporary document validating the cover (a Cover Note) or a Certificate of Insurance. If you are in any doubt please contact us for clarification.

The money you pay to us

We will collect money from you for the purpose of providing our services and to pay premiums to insurer. When receiving premium payments from you we may hold funds either on your behalf or on behalf of your insurer(s), this is determined by the Terms of Business Agreement we have in place with each provider.

Money held on your behalf is treated as client money and is held in a non-statutory trust account in accordance with the rules specified by our regulator, the Financial Services Authority (FSA).

We are entitled to use client money to pay for other customers premiums before payment has been received by those customers and to pay premium refunds before payment has been received from insurers.

Money held on behalf of an insurer is held by agreement to act as an agent for the purpose of collecting such premiums. This protects you against the risk of our insolvency as the money is deemed to have been immediately received by the insurer. We are however unable to refund premiums to you held in this way without the insurers consent, and the insurer will not fulfil their obligation to refund you until we pay these monies to you.

We hold both insurer and client money in the same non-statutory trust account and make a commitment to the FSA to ensure that we maintain adequate systems and controls to monitor the solvency of this trust. We also make a commitment to maintain a minimum capital resource with which we would be committed to indemnify the trust in the unlikely event of a shortfall. Insurers agree that any claim by you for client money will come before their claim for insurer money. In addition, under terms of a non statutory trust account, general creditors are not able to make claim on funds held in this trust.

As part of our regulatory requirements we are required to obtain informed consent to hold monies in a non-statutory trust. Therefore if you do not consent you must inform us in writing.

If you require any further clarification on this matter you can refer to us or the FSA for further information.

What to do in the event of a claim

Under the conditions of your policy, you must tell your insurers about any incident (such as an accident, loss or theft) which may or may not give rise to a claim. For guidance and assistance you may initially report any incident to our claims helpline on 0845 4903333, alternatively please refer to your policy documents which will contain information on how to make a claim and what to do in the event of an accident, loss or theft.

You’re right to change your mind and cancel a personal insurance product

If upon receipt of your policy document you decide to change your mind then you will have 14 days to cancel, starting on the day you receive the policy. In the event of cancellation some insurers will charge for their service and for the time on cover. If you decide to cancel a policy after the above period then additional cancellation charges may apply.

Cancellation is also subject to our service charges, these will be detailed in a statement ‘about our insurance services’ and provided to you when arranging cover.

In any case if you decide to cancel a policy you may do so only by providing written notice to us and returning any insurance documents in your possession.

In the event of cancellation following an incident such as an accident, loss or theft the total amount payable will remain due & applicable irrespective of how you may be paying for your policy and whether or not full payment has been received.

Before you consider cancelling any policy, we strongly advise you contact us as there may be an alternative solution more beneficial to you.

Our complaint's procedure

We are committed to providing a high standard of service however we do recognise that sometimes things can go wrong. Should this happen, our priority is to try to put things right. In order to help us achieve this, we have a complaints procedure.

We do not look upon complaints as unwelcome. In fact, they may help us to determine where our services or procedures may be improved. If we do not know if you are dissatisfied, we cannot remedy your concerns - we would much rather hear from you with a complaint than simply lose your custom. So if you feel we have made a mistake or have done something which you found unsatisfactory or unacceptable then please let us know. Even if you do not think that your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to provide a better service in the future.

How to make a complaint

In the first instance you should contact our representative with whom you have been dealing. We have found that the majority of grievances can often be resolved quickly with your last point of contact.

If you do not wish to speak to the representative with whom you have been dealing or if your complaint is of a general nature or if you are unhappy with the response from our representative, then you should contact the departmental or General Manager.

How we will deal with your complaint

First of all, we will listen to your complaint. You may complain to us by telephone, fax, e-mail or via the post. You will find our contact details below.

Your complaint will be dealt with impartially by our General Manager or a Director.

Whenever possible, we will look to resolve your complaint by the close of business on the next working day. If your complaint is received over a weekend or holiday period, your complaint will be deemed as being received on the first working day afterwards. Our objective is to try and resolve your complaint at this time.

If we have been unable to resolve your complaint as outlined above we would ask that if you haven't already done so, you now put your complaint to us in writing.

Once we have your written complaint, we will acknowledge your complaint in writing within 5 days. In this correspondence, we will provide you with details of the person dealing with your complaint. We will also document your complaint as we interpret it. This allows you the opportunity to see that we have correctly understood your complaint. At this time we will also endeavour to provide you with an estimate on how long it will take us to deal with your complaint. This would generally be well within a four week period, unless your complaint is very complicated and requires us to contact other persons or organisations.

Within four weeks of us receiving your complaint will we write to you. This will either be with our Final Response or confirmation of why we have been unable to conclude our handling of your complaint at this time and notification that we will again write to you within another four weeks.

In the very unlikely event that your complaint has entered the eight week period, before the conclusion of that time, we will either write to you with our Final Response or if we have still been unable to resolve your complaint we will refer you to the Financial Ombudsman Service. At this time we will also provide you with additional information about their service.

What to do if you still remain dissatisfied

We believe that the very few complaints we receive are dealt with fairly and quickly. Our complaints procedure is compliant with the rules set out for us by our regulator the FSA (Financial Services Authority). If we have been unable to resolve your complaint to your satisfaction within the procedure outlined above you are entitled to contact the Financial Service Ombudsman.

Financial Ombudsman Service (FOS)

The FOS will look at your complaint independently. They are a simple, informal and accessible alternative to the courts. As a consumer, this service is provided to you free of charge. You can request additional information about the FOS from us at any time during the course of making a complaint to us.

You can only complain to the FOS once we have been given a chance to resolve your complaint ourselves or if will fail to resolve the matter to your satisfaction within the time limits outlined in our complaints procedure.

The FOS has powers to reject complaints that it considers "frivolous or vexatious". They may also dismiss complaints without consideration for the merits of that complaint if there has been no financial loss, material distress or material inconvenience.

Where can you get more information?

First Point Insurance Management Limited

Talavera Court

Darnell Way

Northampton

NN3 6RW

General Manager: Emma Parker

Telephone: 0845 4905555

Facsimile: 0845 4906666

Financial Service Ombudsman

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Consumer helpline: 0845 080 1800

Switchboard: 0207 964 1000

Facsimile: 0207 964 1001

e-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Website: www.financial-ombudsman.org.uk

Disclaimer

We do not accept any liability for errors or omission relating to information contained within this website. We reserve the right to change the site at any time. To the extent allowed by law we disclaim liability for any loss resulting from the use of the site or any material contained within the site.

Copyright

We own, or have a licence for, all copyrights for this web site and all trademarks and other materials used on it, unless otherwise indicated. © First Point Insurance Management Limited. All rights reserved. You may only print, download, copy or temporarily store extracts from our website for your personal information or when you use our services. In particular, no one may use any part of our website on any other website without permission.

Law and jurisdiction

Our website, Terms of Business, any conditions and all insurance contracts arranged through us shall be governed by and construed in accordance with the laws of England and the exclusive jurisdiction of the English courts unless agreed with you otherwise.

Please contact us if you require any further information.

Terms of Business

Legal Information