Our Service

Lumley St Aubyn Insurance Services Ltd, Southway House, Southway, Cirencester, Gloucestershire, GL7 1FN, is authorised and regulated by the Financial Services Authority. We are permitted to arrange, advise on, deal as an agent of insurers, and assist in claims handling with respect to non-investment insurance policies on behalf of customers through a number of insurers. You may ask for a list of insurers we deal with and/or select products from.

Financial Services Authority

You can check our authorisation, on the FSA's Register by visiting the website www.fsa.gov.uk/register or by contacting the FSA on 0845 6061234

Important - disclosure of information by you

Your insurance is based upon the information provided to the insurance company and you must ensure that all such information is complete and accurate, and that any facts that may influence the insurer’s decision to accept and pay a valid claim are disclosed.
Failure to disclose material information may invalidate your insurance cover and could mean that part, or all, of a claim may not be paid.

Confidentiality of information

All personal information about you will be treated as private and confidential (even when you are no longer a customer), except where the disclosure is made at your request, with your consent, in relation to administering your insurance or where law requires us. As part of the FSA's duties, we may be asked to provide them with access to our customer records in order that they may carry out a review of our activities.

Data Protection Act

Some or all of the information you supply to us in connection with your insurance proposal will be held on computer and may be passed to other insurance companies for underwriting and claims purposes. Under the Data Protection Act 1998 you have a right of access to see personal information about you that is held in our records, whether electronically or manually. If you have any queries, please write to the managing director at the above address.

Notification of Claims

Refer to the policy summary or policy document if you wish to notify a claim. You may also contact ourselves for help and assistance.

Cancellation Rights

There is the possibility of a 14 or 30 day cancellation right, depending on the type of insurance. Details of this should be contained in your policy summary or policy document. If you have any queries please direct them to us in the first instance.

Our Fees and Charges

We reserve the right to make charges to cover our Administration costs.

Retail Customers.

We currently do not charge for Administration costs:

Commercial Customers

Our fees are determined on an individual basis. You will be advised of our fees before any cover commences.

Payment of Premiums

We normally accept payment by guaranteed cheque, cash, debit card or credit card transactions. Please note there will be an administration charge of 2.5% of the total premium on any credit card transaction. You may be able to spread your payments through insurers' instalment schemes. Some insurers may charge for this service and this will be disclosed to you when we provide your Statement of Price. We will give you full information about your payment options when we discuss your insurance in detail.

Security of your money

Prior to your premium being forwarded to the insurer, and for your protection, we either hold your money as an agent of the insurer, or hold it in a client bank account on trust for you.

Complaints Procedure

It is our intention to provide a high level of service at all times. However if you have reason to make a complaint about our service please either write to Joanne Haines at the above address or telephone on 01285 885885. You may be entitled to refer the matter subsequently to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by telephone on 0845 080 1800 and further information is available at http://www.financial-ombudsman.org.uk If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.

Financial Services Compensation Scheme

We are covered by the Financial Services Compensation Scheme. 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. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS on 020 7892 7301 or by visiting http://www.fscs.org.uk.