Terms of Business
J&W Webster & Co Ltd – Insurance Intermediary
Zubeda House, Whalley New Road, Blackburn. BB1 6JY. Tel:01254-661511
Terms of Business
About J & W Webster & Co Ltd.
J&W Webster & Co Ltd is an independent retail/commercial general insurance intermediary and has been in business since 1954 and 1974 in Blackburn. The company is privately owned and operates from our office in Blackburn at the above address. A list of our Company Directors’ is available on request.
The Financial Services Authority.
J & W Webster & Co Ltd is authorised and regulated by the Financial Services Authority (FSA)which regulates the Financial Services Industry in the UK and is responsible to HM Treasury. Our FSA registration number is 304658. Our permitted business area is arranging general insurance contracts. This information can be checked on the FSA’s register by telephone on 0845 606 1234 or on their website at www.fsa.gov.uk/register.
Our service.
J & W Webster & Co Ltd will:-
Act fairly and reasonably when dealing with Customers.
Make sure that information provided is clear, fair and not misleading.
Give adequate explanation to enable customers to make informed decisions.
Ensure it’s service meets FSA requirements.
Handle complaints promptly and fairly.
Explaining our service.
In arranging general insurance for our customers, we act on your behalf as an independent insurance intermediary. The carrying out of such insurance mediation activity does not form the basis of a contract between us.
Whose Insurance products do we offer?
For some types of insurance e.g. Motor and Household and some Business Insurances we deal with a panel of insurer’s. For some other types we deal with a single insurer which we have selected as offering good value for money coupled with adequate service levels.
We will be pleased to discuss the options available to you depending on your particular insurance requirements on request.
Which services will we provide you with?
We will advise and offer you a recommendation for insurance after we have discussed your requirements in sufficient detail to enable us to ensure your requirements are met as closely as we can. If we are not able to make a suitable recommendation we will inform you accordingly.
What will you have to pay us for our services?
In normal circumstances we receive a commission from the Insurance Premium you pay. Return premium policy mid-term adjustments will normally be paid net of commission. In the event that any other / additional fees are required by us for arranging a particular insurance policy we will advise you at the time of quotation/renewal statement or prior to you committing to the contract. For Commercial Insurance the amount of commission we receive will be disclosed to the customer if requested by them. This amount will be calculated in accordance with the FSA rules and guidance.
Payment methods.
We normally accept payment by cheque, debit card or cash by arrangement. However, you may be able to spread your payments by using the Insurer’s premium instalment scheme or a pre agreed finance provider. There is normally a charge made for these extended payment facilities. Details of the terms available can be discussed at the quotation stage if required. Please note that the FSA rules do not permit us to maintain cover in the absence of your payment . Where no instalment scheme is set up, all premiums are due for payment by the cover effective date, to ensure insurance cover can be confirmed or renewed. In some cases, where Insurance cover is obtained through another Insurance Intermediary your premium would be paid to them rather than direct to the Insurer. Pending settlement to insurers client money is held in a statutory trust bank account on which interest is payable. Any interest received is retained within the company.
Your duty to give information.
It is your responsibility to provide complete and accurate information to Insurers when you first take out your insurance policy, then throughout the period of insurance and when you renew or replace the insurance policy. Where appropriate the Sums Insured on a policy should be reviewed regularly and at renewal to ensure they are accurate.
It is very important that you ensure that all statements made on proposal forms, statements of fact, claim forms and other documents are full and accurate.
Please note that if you fail to disclose any material information to your Insurers, this may make your insurance cover invalid and could mean that all or part of a claim may not be paid. If you are in any doubt whether information could be material you should disclose it to the Insurers.
Your personal data.
We, and anyone else involved in providing your insurance (even when you are no longer our customer), will treat all your personal information as private and confidential and retain it only for as long as necessary to meet regulatory or legal requirements.
We will not disclose anything concerning your personal data to anyone, except where:-
We are legally bound to do so
There is a duty to the public to disclose information
Yours and our interests require disclosure
When you ask us to or give your permission
We may use information we hold about you to provide you with details of other products or services which we offer, unless you tell us that you do not wish to receive such information. We may pass information about you to credit reference agencies and/or credit providers for the purposes of arranging payments by instalments, and may also pass to them details of your payment record with us.
Under the Data Protection Act 1998 you have the right to see personal information about you that we hold in our records. Please note that we may make a charge for the provision of this information. If you have any queries about the Data we hold about you please write to: Customer Service Department at our address.
Claims.
It is essential that all claims are notified to Insurers promptly. We will assist with this where required, by advising you, on request, of the appropriate Claims Helpline telephone number provided by your Insurer to enable you to notify them direct. This information is also normally provided within your policy documentation. Alternatively and where appropriate we will issue a claim form to you by post for completion and return for us to send on to your Insurer. A request for a Claim form does not constitute notification of claim to your Insurer’s unless you request us to do so.
We will always assist our Customers to obtain fair settlements from Insurers on request.
Complaints.
J & W Webster & Co Ltd will do its best to provide you with a high level of service and customer care every time. However, sometimes things can go wrong and we may fail to meet your expectations. Our Internal Complaints Procedure allows us to deal with complaints fairly, effectively, consistently and promptly. If you think we have let you down, then please tell us why.
Our Internal Complaints Procedure
Our Internal Complaints Handling Procedure follows the Financial Services Authority (FSA) guidelines set out in their Handbook.
What you need to do if you have a complaint:-
You should raise your complaint by telephone, letter, fax or in person to:-
Customer Service Department, J & W Webster & Co Ltd, Zubeda House, Whalley New Road, Road, Blackburn, Lancashire. BB1 6JY. Tel: 01254-661511. Fax: 01254-675921.
How we will handle your complaint:-
We will:-
• Endeavour to resolve your complaint as quickly as possible.
• Acknowledge your complaint no later than five working days after receipt.
• Advise you of the person dealing with your complaint and how to contact them.
• Provide a response or update within 4 weeks of receipt.
• If, for any reason, there is a delay with our investigation/response we will keep you informed of this fact, in writing, and confirm the expected response time, which should be no longer than eight weeks from receipt
If you remain unhappy after receiving our response
Let us know in writing why you remain dissatisfied so we can investigate further. We undertake to refer your complaint to a DIRECTOR at this point if we have not already done so.
Hopefully this process will bring the matter to an agreeable conclusion.
If we still cannot reach a resolution
If you are still dissatisfied with our response or we have failed to write to you after four weeks, or failed to give you a final resolution after eight weeks, you can refer your complaint to the Financial Ombudsman Service (FOS) providing you are an eligible complainant. The address is :-
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
Definition of an Eligible Complainant
An eligible complainant is either a private individual, a business with a group annual turnover of less than £1million,a charity with an annual income of less than £1 million or a trustee of a trust with a net value of less than £1 million at the time of the complaint.
If you need advice on your complaint, please contact Customer Service Department on 01254 661511 or write to the address below.
J & W Webster & Co Ltd
Zudeda House
Whalley New Road
Blackburn
BB1 6JY
Tel: 01254 661511
Financial Services Compensation Scheme (FSCS)
We are covered by this scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This will depend on the type of business and circumstances of the claim.
Insurance advising and arranging is covered 100% for the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of Insurance such as Road Traffic Act Third Party or Employers Liability, 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
