Terms & Conditions

Direct Chauffeur Line Limited (DCL) (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 at register.fca.org.uk

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. The FCA requires us to give you this document. Please read this document and use it to decide if our services are right for you.

Website: www.fca.org.uk
Tel: 0800 111 6768

Our service

We act as an independent Consultant on your behalf and our services include advising you on your insurance needs, arranging your insurance cover with insurers to meet your requirements and helping you with any ongoing changes you have to make.

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 on to the 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.

Products that we offer

We offer products from specialist insurers for taxi insurance, minicab insurance, chauffeur insurance, wedding and funeral 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. For our Hire & Reward insurance we deal exclusively with Nelson Insurance Company Ltd.

Insurance Company disclosure

Please be advised that DCL and Nelson Insurance are associated companies managed under the same directorship.


Unless otherwise agreed, any quotations given will remain valid for a period of thirty (30) days from the date of issue of the quotation.

Our charges

We normally make the following charges to cover the administration of your insurances (please note in certain circumstances these may vary):

  • Arranging new policies – Up to GBP 150 per Policy
  • * Mid-term adjustments – GBP 50
  • * Mid-term cancellations – GBP 50
  • Renewals – Up to GBP 150
  • Rejected cheques bank fee – GBP 15
  • Late payment charges – GBP 50
  • Keysurance policies – GBP 23
    *All returned premiums are net of commission received from insurers.

The specific amount and purpose of any additional charges will always be advised to you in advance.

For return premiums (usually arising if an insurance risk is reduced or the policy is cancelled), we repay commission on the refund to your insurer and this amount will be deducted from the final amount refunded to you.


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.

We are not responsible for any loss of earnings caused by discrepancies in data shared with ride-hailing apps or third parties.

It is important you ensure that all statements you make on proposal forms, Statement of Fact, 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 the Policy Document 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 accept payment by bank transfer, cash or any of the major debit/credit cards.

You may be able to spread your payments through instalment schemes or a credit scheme that we have arranged with a third party finance provider. We may receive commission for providing this service.

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 your Certificate of Motor Insurance 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.


All discounts and offers are subject to these general Terms and Conditions.

Each individual discount or offer will be subject to its own Terms and Conditions which should be read in conjunction with these.

DCL reserve the right to verify eligibility for a discount or offer and eligibility criteria may vary depending on offer or discount.

To redeem a discount or offer you must notify us of your intention to redeem a specific discount or offer at the quotation stage.

Discounts or offers cannot be applied retrospectively, or once cover has commenced.

Discounts or offers may only be available at new business or renewal, dependent on the specific Terms of the Discount or offer being redeemed.

Discounts or offers cannot be used in conjunction with any other discounts or offers.

DCL reserve the right to withdraw or amend any offers or discounts at any time and without notice.


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, summons, notice of prosecution, inquest or fatal accident 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 (3) 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.


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 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.

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: www.fscs.org.uk


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 address: Nelson House, 19 West Street, Carshalton, Surrey, SM5 2PT or by email at: GloriaR@dclinsurance.com

We endeavour to respond to a complaint and resolve the issue as soon as possible. We will endeavour to 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.

If you are dissatisfied with the final response we must advise you to refer the complaint to: Financial Ombudsman Service (FOS) Exchange Tower, Harbour Exchange Square, London E14 9SR.

General Data Protection Regulation

We act as the Data Controller. We may store your information on a computer and how we use and look after the personal information is set out below.

Information may be used by us, insurers and service providers for the purposes of insurance administration, risk assessment and underwriting, claims handling, research and statistical purposes, marketing purposes and for crime prevention.

The lawful basis for the processing is that it is necessary for us to process your personal information to enable us to provide your insurance policy and services, such as assessing your application and setting you up as a policyholder, to administer and manage your policy of insurance and all related services, handling and communicating with you with regards to any insurance claim you may submit to us under this policy.

The processing of your personal data may also be necessary to comply with any legal obligation we may have to protect your interest during any claim.

If you do not provide such information, we will be unable to offer you a policy or process your claim.

Please see our privacy statement for further information which can also be accessed at dclinsurance.com

You can request to see what data we hold on you, there is no charge for this service. Should you wish to receive a copy of the information we hold on you, please contact:
Data Protection Officer, DCL Insurance, Nelson House, 19 West Street, Carshalton SM5 2PT.

Claims and Underwriting Exchange & Motor Insurance Anti-fraud and Theft Registers

Insurance companies pass information to the Claims and Underwriting Exchange Register (CUE) and the Motor Insurance Anti-Fraud and Theft register (MIAFTR) run by the Motor Insurance Bureau (MIB).

The aim is to help us check information provided, and also to prevent fraudulent claims.

When we deal with your request for insurance we may search these registers. Under the conditions of this insurance, you must tell us about any incident (such as an accident or theft) whether it gives rise to a claim. When you tell us about an incident, we will pass information relating to it to the registers.

Applicable law

This Terms of Business is subject to English Law and does not affect your normal legal rights.