You must take reasonable care to provide us with accurate information and you should notify us immediately if anything is incorrect or if you are unsure about any details. Providing inaccurate information could adversely affect your policy, including invalidating your policy and claims being rejected or not fully paid.
You are advised to carefully check your insurance documents once received. Should the information we hold be incorrect or your circumstances or details change, either mid-way through your cover or at renewal, you must notify us immediately.
Van Compare Direct is a trading name of Business Insurance Solutions Limited, 2 Denmark Road, Guildford, Surrey, GU1 4DA. Business Insurance Solutions Limited is authorised and regulated by the Financial Conduct Authority. Our FCA register number is 513256
Our permitted business is introducing, advising, arranging, dealing as an agent, assisting in the administration and performance of general insurance contracts and credit broking in relation to insurance instalment facilities. You may check this on the FCA's register by visiting the FCA website, www.fca.org.uk.
For online quotes and sales our website does not offer advice or recommend a particular insurer or product. We will ask a number of questions to allow you to make your own informed decision on which product is suitable for you.
For telephone sales, our role is to advise you, and after we have assessed your needs, to make a suitable recommendation.
We deal with a limited panel of insurers, you can ask us for a list of all the insurers we deal with for each product. For optional extra cover such as legal expenses sold as a supplement to your main policy, we can only offer insurance from a single insurer. We also act for one lender only when arranging premium financing.
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.
|Setting up a new policy/renewal||£35.00|
|Making an adjustment to your policy||£35.00 plus 10% of the insurers premium|
|Printing and posting documents||£6.50|
|Printing and posting documents (special delivery)||£12.50|
|Dishonoured cheques or rejected card payments where an instalment plan has been agreed with us||£25.00|
|Non-receipt of documents (NCB, DVLA code, V5, etc)||£35.00^|
|Cancellation prior to policy start date||£25.00|
|Cancellation within 14 days||£45.00*|
|Cancellation outside 14 days||£90.00*|
* If you take out a new policy with Business Insurance Solutions Ltd this fee is reduced to £25.00.
^ Should your policy be cancelled due to the non-receipt of documents, then the relevant cancellation fee will apply instead of this fee.
Fees in lieu of commission may be charged on low or nil commission products. The maximum commission fee will not exceed 25% of the insurer's annual premium. These fees will be detailed on your statement of price.
It is not economic or practical to issue refund cheques of small amounts. Accordingly, where a transaction would result in a refund to you from us of less than £5.00, this nominal amount will be retained by us an additional service charge.
If you do not pay in full for your time on cover or you fail to pay any part of your insurance, we may choose to use a debt collection agency to collect any monies owing. Any costs incurred will be added to the debt.
We act as agents of the insurer in collecting premiums and handling refunds due to clients. These monies are deemed to be held by the insurer with which your insurance is placed. We will retain your debit/credit card details and bank account details for the purpose of automatic renewals and to collect or refund adjustment/cancellation premiums that may become due. If you do not want us to use your credit/debit card for these purposes please contact our customer services team on the telephone number above. We will always provide advance notice either in writing or over the telephone, before any transaction is processed, when you will have the opportunity to pay by an alternative method.
We will carry out an Identity Check using your details provided. This check will use sources available to Experian, which will include your credit file. You will be able to see a search has been made on your file, however this will not be visible to any other financial provider. This ID check does not provide us with your credit rating and does not affect your ability to obtain credit in the future. Should we be unable to verify your identity, we may require additional documents to be supplied to us.
We reserve the right to request evidence of any declared No Claims Bonus at any point during your policy, we will verify this information with your previous provider. We may also require you to submit a copy of your, and any named drivers, driving licences along with a DVLA 'Check Code'. Details on this can be found www.gov.uk/view-driving-licence. You will be notified in writing when your policy is incepted if we require these documents.
We are covered by the FSCS. You may be entitled to compensation from the scheme in the unlikely event we cannot meet our obligations to you. This depends on the type of insurance, size of the business insured and the circumstances of the claim.
Further information about the compensation scheme arrangements is available from the FSCS at www.fscs.co.uk
Our aim is to provide you with a high level of service at all times. However, if something has gone wrong and you wish to make a complaint, please call us on 0333 200 4677 or write to our Audit & Compliance Manager at Business Insurance Solutions Limited, 2 Denmark Road, Guildford, Surrey, GU1 4DA.
We will aim to resolve your complaint within three business days after the date we receive it.
Where you have accepted our response to your complaint within three business days we will send you a summary resolution communication in which we:
* refer to the fact that you have made a complaint and inform you that we consider the complaint to have been resolved
* tell you that if you subsequently decide that you are dissatisfied with the resolution of the complaint you may be able to refer the complaint to the Financial Ombudsman Service (FOS)
* indicate whether or not we consent to waive the usual six-month time limit for referral to the FOS
* provide the website address of the FOS and refer to the availability of further information on the website of the FOS.
If we are unable to resolve your complaint within three business days, we will send you a written acknowledgement of your complaint within five business days, giving you the name or job title of the individual handling the complaint.
By the end of eight weeks after receipt of your complaint, we will send you a final response; or a letter explaining why we are still not in a position to make a final response and indicating when we expect to be able to do so.
If you are insured via a Lloyds provider, you may ask Lloyd's to investigate your complaint by writing to: Complaints Team, Lloyd's, One Lime Street, London, EC3M 7HA. By email: firstname.lastname@example.org or by phone: +44 (0)20 7327 5693 or fax: +44 (0)20 7327 5225. Details of Lloyd's complaints procedures are set out in a leaflet "Your Complaint – How We Can Help" available at www.lloyds.com/complaints and are also available from the above address.
If you are not happy with the way we (or Lloyds) have handled your complaint, you can refer your case to the Financial Ombudsman Service. Their address is: Financial Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9SR. Telephone 0800 023 4567 or 0300 123 9123.
These procedures do not affect your right to take legal action if necessary.
If the matter to which your complaint relates is the responsibility of another firm (for example an insurer), we will pass details to them, in writing, within five business days of receipt of your complaint and write to you to advise you of this.
This section contains important notes about your rights of cancellation. You must read these notes carefully.
You can cancel your policy at any time by sending written notice to the address given below: Business Insurance Solutions Limited, 2 Denmark Road, Guildford, Surrey, GU1 4DA.
We can cancel your policy by sending you a seven-day notice in writing to your last known address.
If your policy is cancelled, we will refund your premium as follows:
If you or we cancel the policy prior to the inception of your policy, we will charge a fee of £25.00. If you or we cancel the policy within the 14-day withdrawal period, we will refund the part of the premium you have not used subject to an administration fee of £45. In addition, if a discount was applied at inception, the discount will be reclaimed on a pro-rata basis and any charge made by the insurer. (Refer to your policy booklet/policy summary for details of the insurers cancellation charges).
If you or we cancel the policy at any other time, we will refund the part of the premium, you have not used less an administration fee of £90. We do not refund commission as this was earned for administering your policy. In addition, if a discount was applied at inception, the discount will be reclaimed on a pro-rata basis plus any charge made by the insurer. (Refer to your policy booklet/policy summary for details of the insurers cancellation charges).
We may not refund your premium, if you have made a claim, or if one has been made against you, during the period of insurance. If you are paying by instalments and have made a claim you may have to pay the balance of the full annual premium.
Please note that we are unable to backdate cancellations.
Add-on policies are separate insurance policies that are linked to your primary insurance policy. These can be cancelled at any time. However, unless they are cancelled within the 14-day withdrawal period, they will be subject to no return in premium. Should your primary policy cancel, the Add-on policy will also be cancelled.
You are always advised to discuss your options with us prior to deciding upon cancellation of your policy.
In the event of an accident or incident occurring which may give rise to a claim under your policy, you should notify us as soon as possible using the 24 Hour Claims number 0333 200 4677.
We will write to you in good time before the renewal date to explain what will happen and to let you know what the policy terms and new payments will be. Any renewal premium quoted will only apply provided no claim happens or is reported after the renewal quotation is issued, and provided you have informed us of any change that may affect your policy since inception or last renewal.
At renewal, for your convenience and protection we may automatically continue your insurance (including any additional policies such as legal protection, breakdown, tools cover) unless you ask us not to. We will write to you before renewal date to remind you of this and inform you of any changes to your policy and we will take payment up to 7 days before the renewal date if you are paying in full.
However, we do not guarantee to renew your policy, and we won't automatically renew your policy if your payment fails to be authorised.
We will provide you with a detailed statement of price when your policy is issued. Should you wish to have this prior to incepting your policy online please contact our offices and we will confirm your statement of price
A third party may have introduced you to us and for this the introducer may be paid a fee by us. We may also, with your consent, introduce you to other third parties, for which we may be paid a fee.
If, as a result of an accident that was not your fault, you require legal representation, Business Insurance Solutions Ltd can arrange for their recommended solicitors to act for you. The solicitors recommended by Business Insurance Solutions Ltd have been chosen as experts in this particular field. A fee is paid by the solicitors for being members of our legal services panel. We comply with the Solicitors' Introduction and Referral Code as set down by the Solicitors Regulation Authority, and any solicitors to whom we may refer you are independent professionals from whom you will receive impartial and confidential advice.
To help administer your insurance policy we will deal with you or your spouse, partner or any other person whom we reasonably believe will be acting for you, subject to them confirming security questions.
The law to be applied to this policy will be stated on your Key Facts document. The language used and any communications relating to this policy will be English.
Last revision: 12/05/2017