Here are the terms and conditions that we give you the opportunity to read. By using our web site you agree to these terms and conditions. Our terms and conditions are subject to change.
Who are we?
First Point Insurance Management is an insurance intermediary that acts independently on your behalf in arranging insurance including motor, home, travel and breakdown cover. 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. "First Point", "tailored insurance", and "tailoredinsurance.com/ co.uk" are trading titles and/or names of First Point Insurance Management Limited.
Who can use this site?
Unless otherwise indicated, our products and services are only available to residents of the United Kingdom (excluding Northern Ireland) who access this web site from within the United Kingdom (excluding Northern Ireland).
What type of law applies?
This site, these terms and conditions and all contracts arranged through us are subject to English law unless stated otherwise.
Who owns the material on this site and how can it be used?
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. (c) First Point Insurance Management Limited. All rights reserved. Breakdown assistance/ cover picture courtesy (c) Europ Assistance. You may only print, download, copy or temporarily store extracts from our web site for your personal information or when you use our services. In particular, no one may use any part of our web site on any other web site without permission.
What is your duty of disclosure and how will we use your personal data?
We record information that you give to us, please do not give us information if you do not want it recorded. Information will/ may be passed to insurers and other suppliers of related services
It is your duty to disclose, before cover begins and during your policy, convictions, all previous accidents, losses and/ or claims and any material facts that may affect the judgement of any Underwriter/ Insurer. Inaccuracies or non-disclosures may result in any claims being declined or your policy being declared void. To help prevent fraudulent claims Insurers exchange information with other insurers through various databases and registers and this information can be accessed by the Police.
First Point Insurance Management and anyone else involved in providing your insurance or related service may use information supplied by you, in accordance with the Data Protection Act 1988, to provide and contact you with information about other products and/ or services which we/ they consider to be of interest to you.
Our web site may write a small data file to store some information on your own hard disk (a "cookie"). This helps us to identify you, make your use of our web site secure and, where applicable, identifies or stores any preferences that you may have set up on our web site. You can choose to accept or delete cookies. Deleting them may mean our web site will not work properly.
We take the security of your personal data seriously. When you submit information, to the site, your data will be protected by a Secure Socket Layer between your computer and our servers (except for a motor quote where we utilise a third party software provider and their servers), resulting in all of your information being encrypted whilst it is sent to and from our servers. When you are connected to our server a locked padlock symbol will appear in your browser window. When displayed, the address in the address bar will also display "https" rather than "http".
What is the extent of our legal liability?
Whilst we seek to ensure that the information on this web site is accurate and complete we do not accept any liability for errors or omissions relating to the information on this web site or any written material. We disclaim liability for any loss resulting from the use of this web site or material contained within it. We reserve the right to change the web site at any time. The fact that a service is shown on this site does not necessarily mean that it is suitable for you. It is your responsibility to check this out. This also applies to other people's products or services linked to this web site. Some of the services on our web site may not be available or may have changed. We are not in any way responsible for anything mentioned on or linked to this web site that someone else is marketing.
We are not responsible if this web site does not work properly or at all.
Which products, offers and policy cover, features and benefits are valid?
The existence of products, offers and policy cover, features and benefits on this web site does not necessarily mean that these are available to you. Policy cover, features and benefits quoted may not be provided as standard and could be subject to an additional premium. Discounts, policy cover, features and benefits are subject to insurers underwriting criteria and may not be available to you. Actual policy cover, features and benefits may vary between insurers and are all subject to the insurers policy terms and conditions. Specimen policies are available upon request. If you are in any doubt to the extent of cover offered then please contact us for clarification. Flexible payment terms are subject to status.
Are you automatically covered if you submit an on-line form?
Cover will not be valid until confirmed by us either verbally or in writing, even if you have already paid all or part of the premium. Written confirmation of cover will automatically follow verbal advises and in the case of motor insurance, written confirmation must, by law, take the form of either a Temporary Certificate of Motor Insurance (Cover Note) or Certificate of Motor Insurance. If you are in any doubt please contact us for clarification.
What is our complaint's procedure?
First Point is committed to providing a high standard of service. We recognise that sometimes however 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 will deal with your complaint:
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 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 with a minimal amount of fuss. 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 our Office 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 Office 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 e-mail: complaints Telephone: 0845 490 55 55 Facsimile: 0845 490 66 66
Financial Service Ombudsman South Quay Plaza 183 Marsh Wall London E14 9SR
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