Direct Chauffeur Line Limited (Company No: 03696760, Registered Address: 308 High Street, Croydon, Surrey, CR0 1NG) is a Chartered Insurance Broker who is authorised and regulated by the Financial Conduct Authority (FCA). Our permitted business is arranging general insurance contracts. We are licensed under the Consumer Credit Act and the Data Protection Act.
Who regulates us?
We are authorised and regulated by the Financial Conduct Authority. Our FCA Register number is 301112 and you can check this via the Financial Services Register.
The Financial Conduct Authority (FCA)
The FCA is a quasi-governmental agency in the United Kingdom, formed as one of the successors to the Financial Services Authority (FSA) that regulates financial firms providing services to consumers and maintains the integrity of the UK’s financial markets.
Tel: 0800 111 6768
Our permitted business:
Advising customers on non-investment contracts
This includes recommending a specific insurance policy.
Arranging (bringing about) deals in non-investment insurance contracts
This covers a range of activities including introducing a customer to an insurer, helping a customer to complete a proposal form and sending this to an insurer.
Making arrangements with a view to transactions in non-investment insurance contracts
This includes helping a potential policyholder to complete a proposal form or introducing a customer to another intermediary, either for advice or to help arrange an insurance policy.
Dealing as an agent in non-investment insurance contracts
This includes entering into a contract of insurance with a customer on behalf of an insurer (for example, issuing a cover note).
Assisting in the administration and performance of a non-investment insurance contract
This includes notifying an insurance claim to the insurer and negotiating settlement on behalf of the customer.
We act as an independent consultant on your behalf and our service includes advising you on your insurance needs, arranging your insurance cover with insurers to meet your requirements and helping you with any ongoing changes you may have to make throughout your period of insurance.
Products that we offer
We only offer products from specialist insurers for minicab insurance, chauffeur insurance, wedding car insurance, motor trade insurance and commercial insurance. We will provide a list of these insurers on request. For legal expenses insurance we deal exclusively with MSL, which is underwritten by Financial & Legal PLC.
It is your responsibility to provide complete and accurate information to insurers when you take out your insurance policy, throughout the life of your policy, and when you renew your insurance. Failure to disclose information pertaining to your insurance, or any inaccuracies in information given, could result in your insurance being invalid or cover not operating fully and may affect any claim you may make.
It is important you ensure that all statements you make on proposal forms, claim forms and other documents are full and accurate. If a form is completed on your behalf, you should check that the answers shown to any questions are true and accurate before signing the document. You are reminded that it is an offence under the Road Traffic Act to make any false statements or withhold any relevant information to obtain a Certificate of Motor Insurance. You are advised to keep copies of any correspondence you send to us or direct to your insurer.
If you are in any doubt as to whether any information is material, you should disclose it.
Awareness of policy terms
When a policy is issued you are strongly advised to read it carefully, as it is that document, the schedule and any certificate of insurance that is the basis of the insurance contract you have purchased. If you are in doubt over any of the policy terms or conditions, please seek our advice promptly.
Premiums and financial aspects
In order to be able to offer you credit facilities we are registered under the Consumer Credit Act and our Licence Number is 464778.
We normally accept payment by guaranteed cheque, cash or any of the major debit/credit cards (please note: if you are paying by credit card, you are subject to a 2.05% charge).
You may be able to spread your payments through insurers’ instalment schemes or a credit scheme that we have arranged with a third party finance provider. We will give you full information about your payment options and details of the interest payable when we discuss your insurance in detail.
For certain types of insurance we may ask you to sign a form granting us authority to retain documents such as Motor Certificates until full payment has been received. In these circumstances we will provide you with any documents that you are required to have by law.
Under the terms of our Client Bank Account (which has been set up in accordance with strict rules laid down by the Financial Conduct Authority), we are required to inform you that we may use your individual premium to settle premiums due under other policies (including those payable by other clients). We are the Agent of insurers for the purpose of collection of certain premiums.
For some insurances we may place business with insurers through another FCA authorised intermediary and in these circumstances premiums will be transferred to that intermediary. You will be advised if this affects your own insurances and be given details of any fees or charges made by that intermediary.
It is essential that you notify us immediately of all incidents which may result in a claim under your insurance policy whether you believe you are liable or not. Any letter of claim received by you must be passed to us immediately.
When we receive notification of an incident that might give rise to a claim under your policy, we will inform the insurers without delay and, in any event, within three working days.
We will advise you promptly of insurers’ requirements concerning claims, including the provision, as soon as possible, of information required to establish the nature and extent of loss.
You should not admit liability or agree to any course of action, other than emergency measures to minimise your loss, until you have agreement from your insurer.
We will forward any payments received from insurers, in respect of any claim, to you without delay. We will notify you of any request for information we receive from your insurers.
It is our intention to provide you with a high level of customer service at all times. However, if at any time you are dissatisfied with the service we provide, we have a formal complaints procedure. You should, therefore, take the following course of action:
In the first instance you should discuss your complaint with the member of staff with whom you have been dealing. If you remain dissatisfied, please contact the Operations Manager at the following:
19 West Street
We endeavour to respond to a complaint and resolve the issue as soon as possible. We will respond to your complaint within two (2) working days.
Should we need to carry out further internal investigations, we will send you a Notice of Investigation letter within five (5) working days from the date that your complaint was received.
In the unlikely event that our investigations require longer than four (4) weeks to complete, we will write to you to explain why we are not yet in a position to respond to your complaint and indicate when we will be making further contact (this must be within eight (8) weeks from the date that your complaint was received).
If after eight (8) weeks we are still not in a position to make a response, we will write to you, giving reasons for the delay and an indication of when we expect to provide you with a full and final response.
Once our investigations are complete we will write to you with our final response.
Financial Services Compensation Scheme (FSCS)
We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim.
Further information about compensation scheme arrangements is available from the FSCS. Their details are as follows:
All personal information about our customers is treated as Private and Confidential. We will only disclose the information we have about private individuals in the normal course of arranging and administering their insurance and will not disclose any information to any other parties without their written consent unless required by law or public interest. We may use the information we hold about our customers to provide them with information about other products and services, which we feel may be appropriate to them. Under the Data Protection Act 1998, private customers have a right to see the personal information about them that we hold in our records. If you wish to exercise this right, or have any other related queries, you should write to us. Contact details can be found here.
Claims and Underwriting Exchange Register (CUE) and Motor Insurance Anti-Fraud Register (MIAFTR)
Insurers pass information to the Claims and Underwriting Exchange Register operated by Database Services Limited and the Motor Insurance Anti-Fraud Register compiled by the Association of British Insurers. The objective is to check information provided and to prevent fraudulent claims. Motor insurance details are also added to the Motor Insurance Database operated by the Motor Insurers’ Information Centre (MIIC), which has been formed to help identify uninsured drivers and may be accessed by the Police to help confirm who is insured to drive. In the event of an accident, Insurers, MIIC and the Motor Insurance Bureau, to identify relevant policy information, may use this database. Other insurance related databases might also be added in the future.
Unless otherwise agreed, any quotations given will remain valid for a period of thirty (30) days from the date of issue of the quotation.
In the event that there is a failure to pay the agreed premium by instalments or Direct Debit, we reserve the right to cancel the policy on your behalf, with or without the return of the valid cover note or Certificate of Motor Insurance. Before such actions are taken we will give you seven (7) days notice in writing by way of a Recorded Delivery letter sent to your last known address.
This Terms of Business is subject to English Law and does not affect your normal legal rights.