Terms Of Business
The purpose of these Terms of Business (“Terms”) is to set out our professional relationship with you and the services we will provide.
For your own benefit and protection, please read these Terms carefully. If there is anything you do not understand, or if you disagree with any part of these Terms, please contact us.
By purchasing or renewing a policy through us, you will be deemed to have accepted these Terms unless you notify us otherwise.
About Us
Bettersafe.com is a trading name of Commercial and General Ltd, an insurance intermediary and not an insurer.
Commercial and General Ltd is a private limited company registered in England & Wales under company number 03994456.
We are authorised and regulated by the Financial Conduct Authority (“FCA”) under Firm Reference Number 300001.
You can check our details on the FCA Register (https://register.fca.org.uk) or by contacting the FCA Consumer Helpline on 0800 111 6768.
Contacting Us
You may contact us:
Telephone: +44 (0)20 3740 4431
Email: [email protected]
Post: Marvan Court, 1 Waldegrave Road, Teddington, TW11 8LZ.
Means of Communication
We may communicate with you by email, telephone, SMS, post or through our website. Unless you tell us otherwise, we will normally communicate with you electronically by email and through our website.
We recognise that some customers may require additional support due to their personal circumstances. If you require information in an alternative format, such as large print, Braille, audio format or an accessible electronic format or need additional assistance, please let us know and we will do our best to support you.
We may record telephone calls for training, quality assurance, compliance and evidential purposes.
Consumer Duty
We are committed to delivering good outcomes for our customers in accordance with the FCA’s Consumer Duty.
We aim to:
- provide products and services that meet the needs of our target customers;
- communicate with customers in a way that is clear, fair and not misleading;
- ensure that customers receive fair value from the products and services we distribute;
- provide appropriate support throughout the life of the policy to help customers make informed decisions regarding their insurance arrangements.
If you require additional support or would like us to explain any aspect of your insurance arrangements, please contact us and we will be happy to assist.
If at any time you believe that we have not met these standards, please contact us so that we can address your concerns promptly.
Vulnerable Customers
We recognise that some customers may experience circumstances that make them vulnerable and may affect their ability to make informed decisions about their insurance arrangements.
Vulnerability may arise for many reasons, including physical or mental health conditions, disability, life events such as bereavement or financial difficulties, low financial resilience, or difficulties understanding information.
If you believe that you may need additional support, or if your circumstances change during the term of your policy, please let us know. We will treat all information sensitively and confidentially.
Depending on your needs, we may be able to:
- provide additional explanations about your insurance cover and policy documentation;
- allow you additional time to consider information and make decisions;
- work with an authorised representative, family member, friend or carer where appropriate and with your consent; and
- take reasonable steps to ensure that you receive appropriate support throughout your relationship with us.
Our staff receive training to help them recognise and respond appropriately to the needs of vulnerable customers. We are committed to treating all customers fairly and to delivering good outcomes in accordance with the FCA's Consumer Duty.
If you require additional support, please contact us and we will be happy to discuss how we may be able to assist you.
Confidentiality and Data Protection
Information about how we collect, use, store and protect your personal data can be found in our Privacy Policy.
Our processing of personal data is carried out in accordance with the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018.
A copy of our Privacy Policy is available here
Our Service and Products
We do not provide advice or make personal recommendations. We will ask questions to establish your insurance demands and needs and provide information about products that are consistent with those demands and needs.
It is your responsibility to decide whether a particular product meets your requirements and whether you wish to proceed with the purchase.
For each insurance product we offer, we generally deal with a single insurer. In some circumstances, we may use another insurance intermediary to assist in arranging your insurance.
We have procedures in place to identify and manage conflicts of interest. Where we become aware of a conflict that may affect your interests, we will disclose it to you and take appropriate steps to manage it fairly.
Renewals
Where your policy is eligible for renewal, we will normally contact you before the expiry date with details of any renewal terms available. It remains your responsibility to ensure continuous insurance cover is maintained.
Your Duty to Provide Accurate Information
You must take reasonable care to provide complete, accurate and honest information when answering questions asked by us or your insurer. This duty applies when you:
- apply for insurance;
- renew your insurance;
- make changes to your policy; and
- provide information in connection with a claim.
If you fail to take reasonable care when providing information, your insurer may be entitled to amend the terms of your policy, reduce or reject a claim, cancel your policy, or treat the policy as if it had never existed, depending on the circumstances.
Fraud, Financial Crime & Sanctions
If false, inaccurate or misleading information is provided, insurers may reject claims, cancel policies, treat policies as void and report the matter to fraud prevention agencies.
We reserve the right to carry out identity verification and anti-fraud checks and may share information with fraud prevention agencies, insurers and regulatory bodies where permitted by law.
Insurers may be unable to provide cover or pay claims where doing so would breach applicable sanctions laws or regulations.
Fees, Commission and Charges
We are usually remunerated by commission paid by the insurer. This commission forms part of the premium you pay and is not charged separately.
The timing of commission payments depends on our arrangements with individual insurers and may be paid either when we receive cleared funds from you or when the insurer receives cleared funds from us.
In addition, we may receive remuneration from insurers based on factors such as the volume or profitability of business placed with them.
You are entitled to request information about the nature and amount of any remuneration we receive in relation to your policy.
Premium Handling
We receive and hold premiums as agent of the insurer under a risk transfer agreement. This means that payment of your premium to us is treated as payment to the insurer.
Premiums are held in a designated insurer premium trust account before being passed to the insurer or any intermediary involved in arranging your insurance. Any interest earned on monies held in this account will be retained by us.
Insurance Premium Tax
Where appliable, the total amount you pay may include Insurance Premium Tax ("IPT") at the prevailing rate. If the UK Government changes the rate of IPT, your insurer may adjust the premium payable to reflect the revised rate.
Our Relationships
As an insurance intermediary, we normally act on your behalf when arranging and administering your insurance.
In certain circumstances we may also act as an agent of an insurer. For example, some insurers authorise us to collect premiums, issue policy documentation or handle certain administrative functions on their behalf. Where this is relevant to your policy, we will make this clear to you.
Some insurers may also allow us to apply discounts to premiums in limited circumstances. Where this creates a potential conflict of interest, we will disclose this to you.
We are subject to the laws of agency and will act in accordance with the FCA's requirement to act honestly, fairly and professionally in the best interests of our customers.
Complaints
We aim to provide the best possible care and attention we can to all of our customers; however, from time to time, we may fall short of the standards we and you expect. In which case, if you wish to make a complaint please contact us:
Telephone: +44 (0) 20 3740 4431
Email: [email protected]
Post: Marvan Court, 1 Waldegrave Road, Teddington, TW11 8LZ.
We will acknowledge your complaint promptly, usually within 3 business days. We will investigate the issue and aim to provide a final response within 8 weeks. If we need more time, we will keep you updated on our progress.
A full copy of our complaints procedure is available on request.
Financial Ombudsman Service
If you are not satisfied with our final response, or if we fail to resolve your complaint within 8 weeks, you may have the right to refer your case to the Financial Ombudsman Service (“FOS”).
This is an independent service in the UK for settling disputes between consumers and businesses providing financial services. The service is free to use. You must contact them within six months of the date of our final response letter.
This procedure does not affect your right to take legal action.
You can find more information about FOS on their website: www.financial-ombudsman.org.uk. To contact FOS:
Telephone: 0800 023 4567 or 0300 123 9123
Email: [email protected]
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Financial Services Compensation Scheme
We are covered by the Financial Services Compensation Scheme ("FSCS"), which may provide compensation if we are unable to meet our obligations.
The level and scope of compensation available will depend on the type of business and the circumstances of the claim. Further information about compensation arrangements and current limits is available from the FSCS.
The FSCS is the UK's statutory compensation scheme for customers of authorised financial services firms and may pay compensation where a firm is unable, or likely to be unable, to meet claims against it.
Further information is available from the FSCS website at www.fscs.org.uk.
Cancellation and Termination
You may request cancellation of your policy at any time, subject to the terms and conditions of the policy.
If your insurer cancels your policy, we will notify you in writing as soon as reasonably practicable and, where appropriate, explain the reason for the cancellation.
If you are a consumer purchasing a policy by distance means (for example, online or by telephone), you will normally have a statutory right to cancel your policy within 14 days of the later of:
- the start date of the policy; or
- the date on which you receive the policy documentation.
If you exercise your right to cancel during this period, you may be entitled to a refund of premium, subject to any charge for the period during which cover was provided and any deductions permitted under the policy terms.
If you cancel before the policy start date, you will normally receive a full refund of any premium paid.
After the expiry of any statutory cancellation period, cancellation rights and any applicable refunds will be governed by the terms and conditions of your policy.
Third Party Rights
Unless expressly stated otherwise, no person who is not a party to these Terms shall have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms.
Law and Language
These Terms shall be governed by and construed in accordance with the laws of England and Wales.
Both you and us submit to the non-exclusive jurisdiction of the courts of England and Wales.
All communications, contractual documentation and information provided to you before and during the contract will be in English.