Terms of Business
We are WARRANTYWORKS of Suite 26, 432 Dewsbury Road, Leeds, LS11 7DF,
which is an operating division of RECALL DIRECT (LIMITED).
We are authorised by the Financial Services Authority,
(Registration number 475985) which regulates sales, advisory and
service standards to ensure that all insurance customers are treated
fairly You can check this information by visiting the Financial
Services Authority website or by contacting them on 0845 606 1234.
You can also obtain a copy of the Insurance Conduct of Business (ICOB)
rules from the Financial Services Authority website or by telephoning
them on the above number.
Ownership and status
Recall Direct (Limited) is a private limited company with shareholders.
In arranging insurance for our customers we act as an intermediary,
with a tied agency agreement with either an individual insurer or
as an agent of another regulated insurance intermediary. Normally,
for each insurance product we deal exclusively with a single product
provider which we have selected as offering value for money and good
service. Warranty insurance is underwritten 100% by
UK Underwriting Limited on behalf of
FORTIS INSURANCE LIMITED
Registered office:
Fortis House
Tollgate
Eastleigh
SO53 3YA
Professional Indemnity Insurance
Professional Indemnity Insurance is mandatory under FSA Regulations.
Recall Direct Ltd T/A Warrantyworks carries insurance that
conforms to these requirements.
Insurance
You will receive a ’demands and needs’ statement which
will be provided upon completion of your policy. It is your
responsibility to check that it is an accurate reflection of the
discussions held. We aim to communicate with you in a manner that
is clear, fair and not misleading. If there is anything you do not
understand please ask for an explanation. Any alterations or
amendment to the insurance contracts received by any means will
not become effective until such changes are confirmed in writing
to you.
Claims
We have no authority to deal with claims but confirm that Recall
Direct (Limited) have delegated authority from the insurer to
handle claims under the Warranty Scheme. In regard to claims relating
to other policies, we will act as your agent in connection with a
claim if you request us to do so, and will act with due care, skill
and diligence. If a conflict of interest arises with our acting
for you in connection with a claim, we will not put ourselves in
a position where our own interest, or our duty to any person for
whom we act, conflicts with our duty to you unless we make full
disclosure of the facts to you and obtain your prior informed
consent to so act for you. We will decline to act for you in
connection with a claim, unless, in the particular circumstances
of the case, disclosure and informed consent are sufficient to
enable us to reconcile the conflict.
Our service standards
We are dedicated to providing you with a high quality service
and we want to ensure that we maintain this at all times.
If you feel that we have not offered you a first class service
please write and tell us and we will do our best to resolve the
problem. If you have any questions or concerns about your policy
or the handling of a claim you should write in the first instance to the
Quality Manager,
Warrantyworks, Suite 26, 432 Dewsbury Road, Leeds,
LS11 7DF
Telephone 0800 043 0917
Email:
chiefexecutive@warrantyworks.co.uk
In the event of dissatisfaction with the level of service provided
by us concerning any aspect of your insurance please direct your
complaint to the Quality Manager. If a complaint cannot be
resolved within one working day we will provide a formal written
response within five working days from receipt of the original
complaint. If the complaint cannot be resolved within this timescale
we will write with an explanation as to the progress and the likely
resolution date. In the event that you are dissatisfied with the
service provided by the insurer and wish to make a complaint you
can do so at any time by referring the matter to
The Head of Claims
UK Underwriting Limited
2 Gibraltar House
Bowcliffe Road
Leeds
LS10 1HB
If it is not possible to reach an agreement, you have the right to
make an appeal to the Financial Ombudsman Service. This also applies
if you are insured in a business capacity but have a group annual
turnover of less than £1million, or are a charity with an annual
income of less than £1million, or are a trustee of a trust with a
net asset value of less than £1million. You may contact the Financial
Ombudsman Service at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Telephone: 0845 080 1800
Compensation from the Financial Services Compensation
Scheme (FSCS)
Fortis Insurance Limited is covered by the Financial Compensation
Scheme (FSCS). You may be entitled to compensation from the scheme
if they are unable to meet their 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.
Further information about compensation scheme arrangements is
available from the FSCS or visit www.fscs.org.uk.
Your responsibility
We will carry out our role with due skill, care and attention.
So it is important you understand that it's your responsibility
to provide complete and accurate information to insurers when you
take out your insurance policy, throughout the life of the
policy and when you renew your insurance. It is important
that you make sure all statements you make on application
forms, claim forms and other documents are full and accurate.
Failure to disclose facts material to the insurer or any
inaccuracies in your answers may invalidate your insurance
cover and could mean that part or all of a claim may not be paid.
Facts material to the insurance may influence your insurer as to
the acceptability or otherwise of your Proposal for insurance.
This obligation applies both at the start and throughout the
period of all policies. Any changes must be disclosed immediately.
You are advised to keep copies of documentation sent to or
received from us for your own protection.
Our remuneration
We will receive our remuneration by one or more of these methods:
- A commission payment from the insurer or principal intermediary.
All instructions that we receive either verbally or in writing
are binding and any remuneration arising from such instructions
will be deemed to be earned in full. It is our policy to disclose
our remuneration levels in accordance with the FSA requirements.
Cancellations
You have a period of 14 days, commencing on the day you receive
your policy documentation, in which you can change your mind and
contact us for a full refund of premium paid (providing you have
not made a claim under the policy during this period).
On cancellation of a contract of insurance, outside this 14 day period,
an insurance company may apply short-term charges that are not
proportionate to the annual premium. We ask you to realize that
it is the underwriters and not us that apply such charges on cancellation,
in certain circumstances there is no guarantee of any refund of your premium.
Employee remuneration policy
It is a requirement that our employees do not offer, give,
solicit or accept an inducement, or direct or refer any actual
or potential business in relation to activities to another person
on their own initiative or on the instructions of an associate,
if it is likely to conflict to a material extent with any duty
that the firm owes to its customers.
The treatment of money received from you
Monies you pay to us will normally be treated under risk
transfer arrangements and forwarded to the insurer. In exceptional
circumstances, where unidentified funds are received, these will
be paid into a statutory trust client account in accordance with
FSA Rules and will be held in that account until they are paid to
insurers in accordance with their payment terms. We will separate
all client account money from our own funds. No interest will be
paid to you in respect of monies held in the statutory trust client account.
Data Protection Act and other related disclosure
Recall Direct (Limited) is registered under the Data Protection Act
and our registration number is Z1114799. You
should note that it is a requirement of the FSA that we
retain all documentation for at least 3 years' after completion.
All papers and documents we produce in the course of our work
for you will remain our property apart from letters and reports
sent to you. We reserve the right to destroy correspondence and
other papers once we believe they need no longer be retained for
legal reasons.
Confidentiality
All personal information about you will be treated as private
and confidential, and will only be disclosed to the appropriate
insurance companies or regulatory authorities. You have the right
to apply for a copy of your information, which we may charge a fee
of £10. We will correct any information which is inaccurate.
Governing law jurisdiction
The Courts of England shall have exclusive jurisdiction to
settle any disputes (including claims for set-off and counterclaims)
which may arise in connection with the validity, effect, interpretation
or performance of the legal relationship established by this agreement
or otherwise arising in accordance with this agreement. Unless you have
confirmed in writing to us prior to the completion of any
insurance contract, you will consent to submit irrevocably
to the jurisdiction of the English Courts.
Termination
Either party may end the Agreement by giving 7 days notice in writing.
The termination of our Agreement shall not affect any provisions
which either expressly or by implication survive such termination.
This Terms of Business Agreement will apply to all transactions in
the future including renewals and it will only be reissued if changes
are made. The Terms of Business Agreement sets out the entire
Agreement between the client and us in connection with the services
provided. Except as expressly stated no person has been authorized
to give any representations on behalf of Recall Direct (Limited) as
regards the subject matter or Terms of Business Agreement and any
representations, which have been or may be given, shall not be relied
upon unless confirmed in writing. In the event that any of the Terms
of Business are or shall become invalid, illegal of unenforceable,
the remainder shall survive unaffected. The current Terms of Business
issued shall override any conflicting provisions in any previous
copy of the Terms of Business. Your legal rights are not affected
by any of the above.
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