Autoquote Insurance Consultants
(Autoquote Insurance at Jowetts)
PO Box 244
Ryton
NE40 4WT.

1. Whose Products do we offer?
   We offer products from a range of insurers for Private Car and Van, Motorcycle, Commercial Vehicle, Motor Trade, Motor Fleet, Household, Landlords, Shop, Office and Travel Insurance. We only offer a product from a single provider: BD ULR, for Driver's Legal Protection insurance.
2. Which services will we provide you with?
   We will advise and make a recommendation for you after we have assessed your insurance needs. Arrange your insurance cover with insurers to meet your needs and requirements. Help you with any ongoing changes you have to make to your insurance
3. What will you have to pay us for this service?
   No fee is charged for us to advise and make a recommendation to you for the insurance products we offer. For our other services, Autoquote Insurance Consultants is normally paid a commission by an insurance provider for arranging a policy. In addition to the premiums charged by insurers, we may make the following charges to cover the administration of your insurance:
   • Arranging New Policies: £15
   • Duplicate Certificates: £15
   • Renewals: £10
   • Uninsured Loss Recovery: £15
   • Mid-term adjustments: £15.00 for adjustments that do not involve premium refunds and 10% (min £15.00) of the refunded premium for adjustments resulting in a refund of premium, as we have to pay back the commission we earned originally to the insurer - payable on completion of the adjustment.
   • Cancellations (Please refer to point number 7 below for full information on how to cancel your insurance cover) : £25 for cancellations within 14 days of conclusion of the insurance contract, or the day on which you receive your contractual terms and conditions. In all other circumstances a fee of 10% (min £25.00) of the refunded premium applies as we have to pay back the commission we earned originally to the insurer. On occasion we may recommend that you cancel a policy and take out a new policy when you make a change to your insurance, as we think that your current policy would not meet your demands and needs. If we do recommend a change of policy then we apply no fee for cancellation - assuming you take out a new policy with us.

     You will receive a quotation which will tell you about any other fees relating to any particular insurance policy. The specific charge and purpose of any additional charges will be advised to you in advance.

4. Who regulates us?
   Autoquote Insurance Consultants of PO Box 244, Ryton, NE40 4WT is authorised and regulated by the Financial Services Authority (FSA). Our Firm Reference Number is 306803. Autoquote Insurance Consultant's permitted business is arranging general insurance contracts (non-investment insurance contracts). Details of our firm can be checked on the FSA's Register by visiting the FSA's website www.fsa.gov.uk/register or by telephone on 0845 606 1234.
5. What to do if you have a complaint?
   It is our intention to always provide the highest level of customer service. We will be pleased to send you a copy of our internal complaint handling procedures on request, and a copy will automatically be provided when a complaint is registered with us. If you wish to register a complaint in the first instance you should telephone us on 0191 232 7774 and speak to the Office Supervisor who should be able to resolve most problems on the telephone, but if you are not satisfied you can take the issue further. You may wish to put your complaint in writing, please write to:
   Mrs Linda Butler,
   Autoquote Insurance Consultants,
   PO Box 244
   Ryton
   NE40 4WT,
   or email linda@lindabutler.co.uk.
   We will acknowledge this written complaint within 5 working days, and tell you who is dealing with the matter. We will provide a written response within 4 weeks either giving:
   (i) Our final response to your complaint,
   or
   (ii) Advising of the progress of our investigation and whether it is likely take longer than 4 weeks and give our reason for the delay. Our investigation should conclude within 8 weeks of the receipt of your complaint and we will provide a full written report informing you of the outcome. If you cannot settle your complaint with us, you may be entitled to refer it to the Financial Ombudsman Service (FOS), subject to eligibility
6. Are we covered by the Financial Services Compensation Scheme (FSCS)?
   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 circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2000 and 90% of the remainder of the claim, without any upper limit. Further information about the compensation scheme arrangements is available from the FSCS.
7. How do I cancel my Insurance Cover?
   To cancel a policy please contact us by telephone. Following your telephone call you must return your current Insurance Certificate and put your request in writing to: Autoquote Insurance Consultants PO Box 244, Ryton, NE40 4WT. Cancelling your Direct Debit or Finance arrangement does not cancel the policy.

   You have a right to cancel the contract of insurance within a period of 14 days of the conclusion of the contract, or the day on which you receive your policy documentation. Provided that no claims have been made and no incidents have occurred which may give rise to a claim, you will be refunded the premium paid less the pro-rata charge made by the Insurer for the time on cover, in addition Autoquote Insurance Consultants will make an administration charge of £25. You will not be entitled to a refund of the administration charge made by Autoquote Insurance Consultants for arranging your insurance.

   If you do not exercise your right to cancel your policy, it will continue in force for the term of the policy and you will be required to pay the premium as stated. You may still cancel your policy after the 14 day period in accordance with the terms set out in your policy documentation. In such circumstances Insurers normally use their short period cancellation scales. As an example, insurer's cancellation charges can be up to 30% of the annual premium for first month's cover or part thereof. An additional 10% of the annual cover may be charged for each additional month or part thereof. (Please refer to your policy document for the full cancellation terms of your insurance company). If a claim has been made or an incident that may give rise to a claim has occurred you will be responsible for the full annual premium and no refund will be made. If you are paying for your insurance via a direct debit financing arrangement you must either keep up your monthly payments until the full charge following cancellation has been paid or settle in full any shortfall or outstanding payment direct with the finance company

8. Your duty of disclosure
   It is important to provide complete and accurate information when you take out your insurance policy, throughout the life of your policy and when you renew your insurance. You should ensure that all statements you make on proposal forms, statements of insurance, claim forms and other documents are full and accurate. Any failure to disclose facts material to the insurance, or any inaccuracies in your answers on documentation relevant to your insurance could invalidate insurance cover, and could mean that part or all of a claim may not be paid. If you are in doubt as to whether certain facts are material, you should disclose them anyway. The renewal premium should be paid before the due date as no obligation rests upon us to accept late payment, and Insurers do not provide a period of grace in which to pay the renewal premium.
9. What methods of payment do you accept?
   Payment is welcome by credit or debit card, cheque with a guarantee card, postal orders or cash. Payment may also be made by monthly instalments through a credit scheme we have arranged with a third party Finance Company. We will give you full information about your payment when we discuss your insurance in detail. We may keep certain documents such as your insurance certificate while we are waiting for full payment of premiums or administration charges. In such circumstances we will ensure you receive full details of your insurance cover and will provide you with any documents that you are required to have by law
10. How do you handle Claims?
    Most Insurers handle claims directly via their dedicated claims department. To report a claim please telephone us on 0191 232 7774 and we will advise you of your Insurer?s claims helpline number. Autoquote Insurance Consultants does not have a delegated authority to pay claims and in the event of a claim acts for the insurance company. We will assist you in making a claim and pass details onto the insurer
11. How do you handle Client's Money?
    We receive payment of your premium from you as agent for the relevant insurer. Any refund of premium we receive from the insurer in respect of your insurance is also received by us as agent of the insurer. When you pay your premium to us, Autoquote Insurance Consultants at Jowetts hold it in a statutory trust client money account. On monies pending in the client trust account we do not expect any interest due to exceed £20 per retail client transaction
12. Your personal details held by us are covered by Data Protection
    So that we may fully understand your circumstances and requirements, Autoquote Insurance Consultants will need to collect information about you which we will hold as Data controllers under the Data Protection Act 1998. We will only use and disclose the information we have about you in the normal course of arranging and administering your insurance.